Luxury Concierge Manager
Detalhes do emprego
Overview At Ten our goal is simple, to become the most trusted service business in the world. We are already the global market leader for lifestyle management and concierge services, providing services from a strong global office network with over one thousand employees. We deliver our service through a combination of Ten’s proprietary, unique technology-enabled platform and the expertise of our highly trained lifestyle managers. Ten is growing quickly and has ambitious plans to innovate and to keep inspiring and to continue to improve the lives of millions of members. Will you help take us there? As a Luxury Concierge Manager, you will play a crucial role in delighting and retaining our members. You will be expected to go above and beyond to ensure each member enjoys a memorable experience with elevated access to fulfill their dining, entertainment, retail and travel needs. You will excel in active listening, quickly understanding the unique desires and requirements of each member and their families. Your expertise lies in building relationships swiftly, drawing on existing knowledge, staying updated on trends relevant to our UHNW audience, and seamlessly connecting with members. Being well-versed in our service offerings and the expertise of your colleagues is essential. Your ability to match members' needs with our services and provide a personalised, world-class experience will transform members into dedicated advocates of our service. Going the extra mile is not just a requirement but a commitment to delivering exceptional service that exceeds expectations. KEY RESPONSIBILTITIES Service Delivery
- Professionally onboard members to Ten, tailored to their needs, ensuing that they feel connected to as an individual and understand how they personally best use the service
- Luxury Concierge Managers are the front runners in luxury service, setting a standard for top servicing, striving to positively impact wider servicing at Ten and leading by example
- Cultivate and maintain strong relationships with UHNWI clients, understanding their preferences and anticipating their needs to exceed expectations at every turn
- Establish strategies for low users, high users and engage members that haven’t used our service for some time, seeking out roadblocks to their use and helping the member and/or Ten navigate these
- Communicate effectively with colleagues, enabling them to be useful, efficient and learn from the best
- To manage requests in line with agreed deadlines, proposing an excellent choice of options and fully engaging with the member to maximize the conversion of requests to bookings
- To promote the wider Ten business to our members and engage with specialists as much as possible, ensuring top standard of work and service
- To manage your daily tasks, ensuring that tasks are completed on time and others can quickly identify priorities in your absence
- To demonstrate you can confidently create relationships with suppliers and communicate to specialists within Ten
- To gather feedback from members’ previous requests and use this feedback effectively
- To keep administration and research relating to the members or the members requests accurately up to date on Ten’s CRM system
- To think commercially and ensure that any opportunities for commission are realized
- Only Hindi speaking candidates who are CURRENTLY based in the India will be considered
- Must be fluent in native English and Hindi. Excellent written & oral communication is a MUST. Fluency in other languages, particularly is highly regarded, as a plus, but not mandatory. Please be prepared to take language test in any language you mention as a skill.
- Must have at least 3 years of experience in luxury lifestyle management or relevant experience as an executive assistant with responsibility for a demanding individual or family
- Well-travelled and able to use your own experiences to inspire our members along side in-depth knowledge of luxury destinations worldwide.
- A strong understanding of UHNW expectations and demands within India.
- Proven ability to build and maintain strong relationships with clients, as well as with partners, vendors, and other stakeholders in the luxury lifestyle management, fostering trust and loyalty.
- Demonstrated professionalism and discretion when handling confidential information and interacting with high-profile clients are essential to maintain client privacy and trust.
- Understanding of and experience using a CRM system
- Possess local expertise and familiar with GCC market
- Can do attitude with strong understanding of Indian culture
- Flexible with different shift patterns
- Exceptional verbal and written communication skills, combined with demonstrated problem solving ability
- A deep sense of empathy and ability to connect with members quickly and building trust
- Confidence in communicating with UHNW clients
- A ‘can do, will do’ mindset, willing to get whatever is needed done
- A high sense of ownership in everything you do, taking responsibility
- Incredible ability to drive noticeably high member satisfaction
- Analytical in approach, with a commercial understanding to service delivery
- Additional but non-essential; potentially more mature, from a wealthy background themselves, could be wives of ex-pats etc
- Please note that if you live within a commutable distance of the office you will be asked to enter into a hybrid working arrangement, with up to 60% Home Office possibility.
- A secure home office at your confirmed address, free from background noise or other distractions
- Internet service must meet minimum requirements and minimum speed check must be complete
- Offer flexible work arrangements including Hybrid work possibilities
- One (1) month paid Sabbatical after 5 years of Service, without tapping into annual leave
- Access to lots of great travel and entertainment discounts as our clients’ members would!
- Global Team, with diversity at its core.
- Possibility of growth within a dynamic and international company
- Deliver a world-class member experience
- Invest in technology
- Expand contracts with new and existing clients
- Establish a foothold in new markets by leveraging its market-leading service proposition
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