Lifestyle Manager –Elite

Quintessentially

To manage the relationship with a select group of high-value Quintessentially Lifestyle Elite Members (Members); ensuring high individual engagement, satisfaction, loyalty, retention and perception of value. To act as their primary contact and to proactively communicate with them on a day to day basis. To strengthen each relationship by deeply understanding each Member’s unique lifestyle, preferences and needs, and to ensure services offered are personalised and of the highest quality. To brief and educate your Account Executive- Elite on your Members regularly and manage their work quality accordingly. To meet target for Key Performance Indicators (KPIs)

Main duties & responsibilities to include but not limited to:
Relationship management
• To cultivate a strong personal relationship with each individual Member
• To manage each Member’s Elite experience, ensuring high individual engagement, satisfaction, loyalty, retention and perception of value
• To ensure the Member receives a warm and highly-personalised introduction to Quintessentially Lifestyle
• To ensure that each individual Member’s unique and changing lifestyle, needs and preferences are thoroughly understood
• To regularly communicate with the Member, both in person at face-to-face meetings and by phone
• To choreograph the Member’s 12 month experience in order to maximise their satisfaction and likelihood of renewing
• To act as the Member’s key contact within Quintessentially Lifestyle, ensuring maximum personal availability during working hours
Request handling
• To ensure that all Member requests are fulfilled in a timely manner and to the highest levels of personalisation and quality
• To ensure that recommendations and options presented to the Member offer the best possible value at all times
• To ensure that the Member is assured of the progress in fulfilling their requests by setting expectation, agreeing response timeframes, and delivering regular updates
• To ensure that any problems are resolved professionally and to the Members full satisfaction
Usage
• To encourage the Member to use the service regularly by ensuring they are aware of all new and upcoming events and benefits that they may value
• To choreograph and enhance each Member request by recommending additional relevant services, benefits and access
Data capture
• To ensure that a detailed, accurate and up to date CRM profile is held for each individual Member
• To ensure that all Member activity, behaviour and spend data is captured in detail in the CRM system
Leadership
• Where assigned a Lifestyle Executive- Elite, to ensure that they fully understand their responsibilities and required tasks, and are equipped and motivated to fulfil their role and business goals
• To support the development of Lifestyle Executive- Elite by inputting to their individual personal development plan and by delivering and supporting training that they receive
Renewals
• To maximise the likelihood of each Member renewing their Membership by ensuring high satisfaction, loyalty and perception of continued value
• To open a discussion on renewal with each Member with enough time to be able to overcome any reasons for non-renewal
• To understand and report any reason for non-renewal by a Member
Referrals
• To encourage Members to refer potential new Members
• To report referrals and work with the Membership team to maximise conversion into new Memberships

Skills and knowledge sought:

• Excellent communicator
• Impeccable personal presentation and delivery
• Fluent in English. Other languages are advantageous
• Understands HNW lifestyles, expectations, needs and preferences
• Able to anticipate client needs and deliver intuitive and highly personalised solutions
• Able to effectively manage requests from initiation to completion
• Able to prioritise work, meet deadlines, make decisions and communicate effectively under pressure
• Able to react and adapt quickly to new requirements and processes
• Strong networker and relationship builder

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