Description

I’m Hannah Jarvis, a freelance Corporate Travel and Customer Success specialist with 13+ years delivering high-impact results for TMCs, consultancies, and luxury travel brands.

I help travel management companies, consultancies and tech providers streamline operations, boost client retention, drive measurable ROI, and successfully roll out new technology - without the overhead of a full-time hire. Whether it’s writing clear, user-friendly guides for complex booking platforms, updating policies and processes, quality-checking data, or providing flexible account management support, I deliver practical solutions that quickly improve efficiency and commercial performance.

What sets me apart is my rare hybrid background: deep corporate travel experience at Corporate Traveller (FCTG) — whereas Head of Customer Success I managed 70% of the UK division’s Total Transaction Value (over £300m) while achieving 94% retention - combined with recent hands-on luxury travel club launch experience at Karma Group. I’ve led major tech adoptions, transformed pricing models, built Customer Advisory Boards, and consistently delivered strong ROI through revenue growth, margin improvement, cost savings, and operational efficiency. Clients value my ability to translate complex systems into simple, practical deliverables while maintaining the human touch that drives genuine loyalty.

Currently supporting a travel consultancy with user guides, policy development, data quality assurance, and account management services — I’m now open to similar project-based work across the corporate and business travel sector.

If you need someone who can jump in, deliver polished work with clear return on investment, and genuinely understand both the operational and commercial side of travel management, let’s talk.

Industry field of expertise

Languages

English
Native or bilingual

Workplace preferences

Can work on-site

London (up to 50km)

Corporate Traveller (FCTG)
Head of Customer Success
TRAVEL AND TOURISM
January 2023 - June 2025 (2 years and 5 months)
London, UK
• • Tech Adoption Leadership: Led the Customer Success team in rolling out Corporate Traveller's proprietary online booking platform to over 300 Fortune 500-level clients, achieving over 60% adoption rate through targeted training, change management strategies, and stakeholder alignment, resulting in enhanced efficiency and revenue growth.
• • Strategic Evolution: Developed and rolled out "Partnership Reviews," redefining traditional QBRs into holistic, bi-annual alignment sessions involving all key stakeholders including HR, Finance, and C-Suite.
• • Departmental Leadership: Directed a 30-strong Customer Success department, fostering a culture of excellence that consistently outperformed revenue and margin KPIs.
• • Strategic Savings: Developed tailored growth roadmaps for Fortune 500-level clients, delivering measurable cost savings without compromising service quality.
• • Pricing Model Transformation: Led the largest overhaul of Corporate Traveller's pricing model across all clients, achieving a significant reduction in outstanding debt through strategic planning, stakeholder engagement, and seamless implementation that balanced revenue growth with financial stability. Global Impact: Contributed to the UK division being FCTG in through rigorous account maturity strategies.
• • Change Management: Championed the implementation of sustainable travel policies and new tech stacks, guiding clients through the evolution of corporate responsibility.
• • Executive Insight: Provided C-suite level insights on emerging travel trends, positioning the business as a premier thought leader in the UK market.
Change Management Customer Journey Team management Salesforce customer service
Karma Group,
Travel Club Director
TRAVEL AND TOURISM
October 2025 - February 2026 (4 months)
London, England, United Kingdom
• • Pioneered the launch of Karma Group's Travel Club in India from inception, building the programme from zero infrastructure by sourcing and selecting key travel providers, recruiting and training a dedicated team, and establishing operational foundations to support rapid scaling and member engagement.
• • Spearheaded the Karma City Stopovers programme from concept to execution, successfully contracting 100+ hotels to redefine the urban membership experience.
• • Developed and onboarded global NPS (Net Promoter Score) metrics to quantify member satisfaction and drive service improvements.
• • Recruited and coached a high-energy team of travel bookers, synchronising sales scripts with marketing goals to drive immediate membership adoption.
• • Negotiated and onboarded new travel provider partnerships, enhancing internal staff perks and streamlining operational overhead.
• • Co-developed tailored travel packages with India's leading TMC, localising luxury offerings to capture high-growth regional markets.
• • Acted as the primary bridge between global marketing and localised operations to ensure a seamless "Karma" brand experience.
Customer Journey Change Management Negotiation Training Technical project management
Corporate Traveller (FCTG)
Senior Manager of Customer Success
December 2020 - December 2023 (3 years)
London, UK
• • Personally oversaw a strategic portfolio with an annual spend exceeding £17M, ensuring 100% retention through high-touch relationship management.
• • Developed and rolled out both virtual and F2F Customer Advisory Boards across various industries, utilising workshops and guest speakers to drive deeper client alignment; accountable for ~70% of the brand's annual Total Transaction Value (TTV), ensuring every account was primed for maximum commercial growth.
• • Partnered with UX and Product teams to co-create bespoke tech solutions, directly resulting in a spike in service adoption rates.
• • Authored and executed global strategic plans that unified regional teams under shared OKRs, ensuring a "one-team" approach.
• • Mentored a leadership layer of Team Managers, creating a robust talent pipeline that supported the company's rapid scaling.