At The Moorings and Sunsail, we plan and deliver fantastic yacht charters across the world.
We have an abiding passion for sailing, taking yachting holidays to the next level across the most spectacular destinations worldwide which keep our customers coming back again and again! From independent sailing holidays to fully catered crewed and power yacht charters we offer our customers a range of product options, and most importantly an unforgettable experience.
The secret to our success within the yacht industry lies in our exceptional teams, we are united by the same purpose, to have fun while creating extraordinary experiences on the water.
**Summary**
The primary role of this position is to provide customer service, owner relations, and administrative support by handling customer service and owner service issues such as welcoming every Owner into the program, handling matters that arise during their contract, most notably maintenance issues, and manage the phase out of the owner's yacht. The role will also include completing administrative projects and providing information-management support.
This individual will need to partner extensively across THL Marine, most notably with charter sales offices, finance, and operations.
**What you will be doing**:
- Act as Owner liaison / Handle all owner relations correspondence, concerns, and complaints.- Acting as single point of contact regarding all issues
- Scanning new contracts and filing electronically
- Reading and understanding Management Cntracts to help explain to owners
- Responding to owners' correspondence in a timely manner, either written or verbal, coordinating and following up with base and regional personnel
- Inform owners of any grounding damages and maintain communication through repairs
- Update the base n the issues/queries with the boat post owner charter and maintain correspondence with the base to receive updates until all work is completed
- Assist finance with owner payment issues and rectification
- Assist with internal tax reporting requirements
- Send all new owner's welcome letter and welcome packets
- Manage contract reassignments
- Distribute Crewed Yacht crew notifications to owners
- Manage Variable Program yachts including creating the statement and sending to owner
- Manage all owner requests and approvals
- Manage All Caribbean Phase Outs, including brokerage sales, and maintain schedules for all Caribbean bases- Maintain correspondence with the base throughout phase out process
- Ensure base is aware f all key dates related to the phase out such as owner travel for hand over
- Ensure owner is always kept in the loop of communication throughout the process
- Assist the Fleet Management Team to assemble and build the next season's fleet
- Manage fleet extensins and communication globally
- Create and execute contract addendums
- Assist with scheduling f brokerage department phase outs
- Manage stock boat phase outs
- Manage relocation of boats for phase out
- Maintain risk reports and legal correspondence
- Ensure all Registrations are up to date by corresponding with owners and documentation agencies- Maintain registrations for company owned yachts in the fleet
- Research new registration opportunities
- Event Coordinator- Organize twice annual Owner Grup Meetings
- Organize and plan owner flotillas
- Schedule meetings and events at boat shows
- Create and distribute Owner Communications
- Proficient in Microsoft Office Systems
- Strong communication and negotiating skills
- Strong organizational skills
- A sailing qualification preferred
- Self-Starter
- Strong problem-solving skills
- Product knowledge
- Ability to work under pressure to meet response time targets
- Strong customer focus striving to exceed customer expectations
- Language skills are desirable (Spanish, French, German)