Role & responsibilities The Heart of Nature Explorers India

Company: Nature Explorers India (NEI) A unit of Go Travellism Pvt. Ltd.

Website: NatureExplorers.in

Location: Nirmal Corporate Centre, Mulund (West), Mumbai

Department: Client Relationships / Sales & Experience

Reporting To: Founders Nature Explorers India

Employment Type: Full-time

Experience: Relevant experience in Client Relationship, Customer Experience, Hospitality, Travel, Premium Services, Community Management or Relationship Management preferred

Salary: 25,000 – 35,000 per month, depending on current CTC, experience and industry standards

Probation: 3 Months

Working Days: Monday to Saturday

Sunday: Weekly Off

About Nature Explorers India

Nature Explorers India (NEI) is a Mumbai-based nature and wildlife tourism company specialising in group tours and customised travel experiences across India, Sri Lanka and Africa.

We believe travel is not merely about destinations—it is about experiences, relationships, memories and people.

Our clients are at the heart of everything we do. This role is therefore not just about managing enquiries or responding to messages. It is about creating a relationship that makes clients feel heard, valued, cared for and connected with the NEI community.

About the Role

We are looking for a Client Relationship & Experience Manager who will become the “Heart of Nature Explorers India.”

The person will own and nurture the client relationship journey—from the first enquiry and initial conversation to post-trip engagement, referrals, community participation and long-term relationships.

You will interact with prospective clients, existing clients, lifetime members, referral partners and the NEI community.

The ideal candidate should be naturally warm, emotionally intelligent, articulate, organised and genuinely interested in people.

This is NOT a conventional tele-calling or target-driven sales role.

We are looking for someone who can build trust before transactions.

Key Performance Areas & Responsibilities

1. First Touchpoint & Lead Relationship Management

Objective: Create a warm, professional and memorable first impression.

- Act as the first point of contact for new enquiries received through website, social media, advertisements, WhatsApp and referrals.
- Respond promptly and professionally through phone, WhatsApp and email.
- Understand the client's travel requirements, expectations, preferences and concerns.
- Build rapport and trust before moving the conversation forward.
- Qualify enquiries and understand whether the client is suitable for NEI's group tours or customised experiences.
- Route non-group-tour or specialised enquiries to the Founders/relevant team with complete background and context.
- Ensure no genuine enquiry is left unattended or without appropriate follow-up.

2. Client Database & Communication Management Objective: Build and maintain a relationship-focused client database.

- Own and maintain the NEI database covering prospects, clients, past travellers, members and referral contacts.
- Keep client information accurate, updated and properly segmented.
- Maintain detailed notes regarding client preferences, previous trips, interactions and important relationship information.
- Manage NEI WhatsApp broadcast lists with care, accuracy and relevance.
- Ensure communication is appropriately targeted and personalised.
- Maintain proper follow-up records and ensure important conversations are not lost.

3. NEI Insiders – Community & Engagement Management Objective: Build a strong sense of belonging within the NEI community.

- Actively engage with members of the NEI Insiders WhatsApp Community.
- Respond to member queries and guide conversations appropriately.
- Share relevant updates, reminders and useful information.
- Encourage meaningful engagement without excessive or irrelevant communication.
- Maintain positivity, inclusivity and decorum within the community.




- Ensure that the NEI tone of voice is reflected in every interaction.

4. Gratitude, Referrals & Relationship Nurturing Objective: Convert goodwill into long-term relationships and referrals through genuine appreciation.

- Make personalised gratitude calls to clients and partners who refer new business to NEI.
- Coordinate appreciation/gifting initiatives for referral contributors.
- Ensure referral partners and clients feel genuinely recognised and valued.
- Maintain records of referrals, acknowledgements and follow-ups.
- Nurture referral relationships over the long term rather than treating them as one-time transactions.

5. Reviews & Public Brand Engagement Objective: Strengthen NEI's public reputation through thoughtful client interaction.

- Monitor and respond to reviews on platforms such as Google and Tripadvisor.
- Respond to positive reviews with warmth and personalisation.
- Handle constructive or negative feedback professionally and empathetically.
- Identify sensitive or escalated situations and bring them to the Founders' attention.
- Maintain consistency in NEI's brand personality and communication style across public platforms.

6. Lifetime Membership Management Objective: Deliver a premium and continuous experience to NEI Lifetime Members.

- Manage communication and interactions related to NEI Lifetime Membership.
- Welcome and onboard new members.
- Explain membership benefits and relevant processes clearly.
- Serve as the primary relationship contact for members.
- Maintain regular engagement with members.
- Ensure members feel valued, recognised and prioritised.

7. Personal Touch & Relationship Moments Objective: Humanise the NEI brand through thoughtful personal gestures.

- Send personalised birthday wishes and special occasion messages to clients and members.
- Remember important milestones and meaningful client moments.
- Identify opportunities for appropriate personal outreach.
- Maintain consistency in personal touches across the client journey.
- Build relationships that continue beyond an individual tour or transaction.

Preferred candidate profile

What Success Looks Like

You will be successful in this role when:

- Clients remember you and ask for you by name.
- Clients feel comfortable reaching out to you directly.
- Group-tour clients return for future experiences.
- Existing clients actively refer friends and family to NEI.
- NEI Insiders shows strong engagement and positive participation.
- Clients and members feel personally valued rather than treated as database entries.
- Founders experience a significant reduction in day-to-day relationship and communication workload.
- NEI develops stronger long-term client relationships and community goodwill.

What This Role Is NOT

This position is not

- A cold-calling or tele-sales role.
- A high-pressure sales role.
- A purely target-driven position.
- A call-centre/customer-support role based on scripts.
- A transactional CRM/data-entry position.
- A role where clients are treated simply as leads, numbers or conversions.

The focus is relationship, trust, experience and long-term engagement. 5 Non-Negotiable Qualities

1. High Emotional Intelligence (EQ)

- Understands what a client is feeling—not just what they are saying.
- Knows when to listen, guide, reassure or simply give the client time.
- Can calmly handle anxious, confused, excited or demanding clients.
- Understands that different clients require different communication styles.

This role is human before it is functional. 2.



Warmth with Professionalism

- Naturally polite, kind and welcoming.
- Can build rapport quickly with first-time and unfamiliar clients.
- Friendly without becoming casual or unprofessional.
- Communicates in a way that makes clients feel:

“I can trust this person.” 3. Strong Ownership Mindset

- Thinks: “This client is my responsibility.”
- Takes ownership instead of waiting for instructions.
- Follows up proactively.
- Remembers conversations and commitments.
- Closes communication loops.
- Does not allow client interactions to fall through the cracks.

You are the Heart of NEI—not merely a task executor. 4. Excellent Communication Skills

Verbal + Written

- Speaks clearly, confidently and calmly.
- Writes thoughtful and personalised WhatsApp/email messages.
- Can explain travel information in a simple and easy-to-understand manner.
- Knows how to communicate difficult information without creating unnecessary anxiety.
- Can adapt communication based on the personality and situation of the client.

The NEI brand voice will live through you. 5. Attention to Detail & Memory for People

- Remembers names, preferences, previous trips and conversations.
- Maintains accurate and updated client notes.
- Notices small details that matter to clients.
- Remembers birthdays, milestones and key occasions.
- Observes changes in client engagement, tone or behaviour.

This is what transforms clients community relationships referrals. 5 Deal-Breaker Traits

We will not be the right organisation for someone who demonstrates the following:

1. Transactional / Sales-First Mindset

- Thinks primarily in terms of targets, closures and conversions.
- Pushes clients instead of understanding them.
- Treats people as numbers.
- Focuses on selling rather than building trust.

2. Impatience or Short Temper

- Gets irritated by repeated questions.
- Sounds rushed, dismissive or disinterested.
- Avoids longer conversations.
- Becomes frustrated with clients who need reassurance.

Our clients need patience and reassurance—not pressure. 3. Poor Follow-Up Discipline

- Forgets to respond or call back.
- Leaves conversations incomplete.
- Requires constant reminders.
- Does not maintain proper records.

Inconsistent follow-up directly affects both revenue and brand reputation. 4. Robotic or Scripted Behaviour

- Sounds like a call-centre executive.
- Uses generic, copy-paste responses.
- Cannot personalise communication.
- Follows scripts without understanding the person or situation.

NEI is boutique and relationship-driven—not mass-market. 5. Negative Energy / Gossip-Oriented Personality

- Regularly complains about clients.
- Creates negativity within the team or community.
- Spreads gossip or unnecessary friction.
- Reacts emotionally instead of responding thoughtfully.
- Has difficulty maintaining professionalism during challenging situations.

We are looking for someone who adds positive energy to the organisation and the client experience.

Why This Role Matters

This role carries significant responsibility for the emotional and relationship experience of Nature Explorers India.

The right person will become a familiar and trusted face for our clients—someone they can approach before, during and after their travel experience.

You will not simply manage clients.

You will help build

Trust.

Continuity.

Community.

Care.

Loyalty.

Referrals.

If you genuinely enjoy people, conversations, travel, nature and creating memorable experiences, this could be the right role for you.

Important Employment Details

Job Location: Nirmal Corporate Centre, Mulund (West), Mumbai

Working Hours:

- Monday to Friday: 10:00 AM – 7:00 PM
- Saturday: 10:00 AM – 3:30 PM
- Sunday: Weekly Off

Probation: 3 Months Salary: 25,000 – 35,000 per month, depending on current CTC, relevant experience, communication skills and industry standards.

Reporting: Founders – Nature Explorers India

📌 Client Relationship & Experience Manager (Mumbai)
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