The Elite Account Manager will be responsible for delivering & maintaining exceptional service levels by: Meeting with their Elite Members at the initial introduction to service & intro to Manager stage, and at any other stage throughout the membership as requested by the Member – with a view to ‘really getting to know’ the member;
Job Functions
Selecting the appropriate form of member communication – based on effectiveness, swift resolution, & members’ preference.
Planning itineraries and booking for vacations.
Providing details on exclusive events (local/International)
Liaising with major lifestyle product brands for exclusive product purchase & delivery
Developing customer service procedures, policies, and standards for the dedicated HNI clients and the organization
Liaising with hotels & restaurants for exclusive event arrangements
Procurement of tickets and access for major sports events eg: F1, IPL, Wimbledon, Olympics, etc.
Keeping members updated regularly,
setting deadlines for updates & meeting them, or providing new update deadlines in advance of the current one expiring.
Following up with members post-request & obtaining feedback– and communicating to relevant parties (Line Manager, Bus Dev, Supplier directly)
Offering customized, personalized, tailored suggestions when fulfilling requests, in accordance with their Elite Members’ known preferences & likings – exhibiting valuable member relationships & genuine care for their welfare
Creating and maintaining appropriate member profile groupings by interest, likes & dislikes; to provide a data mine of relevant and up-to-date information
To ensure availability for Members during odd hours in case urgent within fair use and to liaise with other offices to ensure the members aren’t left stranded during travel.
To gain knowledge about the new openings/happening in the world and to be able to upsell/cross-sell.