Laura joined Good Travel Management in February 2022 as a Client Relationship Manager. Having worked in travel since she left school, Laura has over 20 years of experience in the industry.
The role of Client Relationship Manager involves looking after customers from a contractual point of view, the main responsibility being to retain and grow the existing customer base.
Here Laura shares an insight into her career, from crucial skills to advice for new starters.
How did you first get into the corporate travel industry?
I have worked in travel since I left school. I started out in a customer service role at a retail travel agency but soon moved to being a tour operator for a French holiday company based in Leeds. Next, I moved on to work for Thistle hotels in reservation. Eventually, I saw a role advertised for a Business Travel Consultant and haven’t looked back since. That was over 20 years ago!
What has inspired you in your career?
During my journey as a Senior Business Consultant, I had the privilege of working closely with account managers. This experience opened my eyes to the profound impact that my extensive knowledge of the travel industry could have on shaping travel policies and enhancing the management of client accounts.
This realisation was a turning point in my career. I became inspired to focus on creating a positive difference in how client accounts were handled and nurtured. It was a moment of epiphany that reinforced my commitment to the corporate travel industry.
What are the biggest challenges in your role?
As Client Relationship Managers, the hardest part of our role is making sure we have both the companies’ and the customers best interests at heart. It’s all about finding a balance that suits both parties. I think the most important part of my job is managing expectations and not overpromising and underdelivering.
What skills have been the most crucial to your success in the corporate travel industry so far?
Having empathy for every situation that arises has been crucial, as well as having the emotional intelligence to recognise when to push for something and when to ease off and try again another time. Being confident in your own ability to convey your expertise in the travel industry is also important.
What education or training would be most useful for someone looking to follow your career path?
For those seeking to embark on a career path similar to mine, a holistic approach to education and training is invaluable. While specific industry knowledge is essential, I have found that skills in project management have played a significant role in helping me handle my workload efficiently and plan tasks effectively. Moreover, life experiences in general contribute to a well-rounded perspective and the ability to relate to clients.
What advice would you give to someone looking to follow your career path?
If you aspire to follow a career path in corporate travel, I encourage you to trust your instincts and have the confidence to take the plunge. Embrace the challenges and seize growth opportunities, and never lose sight of the significance of empathy, emotional intelligence, and the ability to manage expectations.
Inspired by Laura’s journey? Take a look at our careers page for information on new roles.