Company Profile
Quintessentially - World's leading luxury lifestyle group. With offices in over 68 cities across the world, Quintessentially offers access to the inaccessible & seemingly makes the impossible, possible. With a private members club with a 24-hour concierge service, the Group encompasses 32 luxury sister companies comprising experts in travel, wine, art, music, luxury retail, flowers, private aviation, and more.
Job Description -Sr. Lifestyle Manager
Sr. Lifestyle Manager specializing in the niche process, you will be responsible for managing international requirements and delivering exceptional service to corporate members. This role involves cultivating strong personal relationships, managing personalized experiences, and ensuring high satisfaction and loyalty among members. This role is a great opportunity for someone keen to grow and wants to stand out as a future leader. This role requires in-depth knowledge and understanding of member relationship management, as well as performance management techniques.
Job role:
- Manage personalized experiences for each member, ensuring high engagement, satisfaction, and retention.
- Handle daily requests from members, providing bespoke solutions for various needs. (Such as Restaurant reservations, Travel planning, bookings, gifting, deliveries, event ticketing, etc)
- Cultivate strong personal relationships with members, meeting with them as needed.
- To ensure that everyone is aware of service requirements, including account SLAs, service standards, and processes
- Keep the CRM system updated and ensure all terms and conditions are signed and recorded.
- Upsell and cross-sell preferred suppliers and Quintessentially brand services.
- Resolve problems and complaints professionally to ensure member satisfaction.
- Regularly update members on their requests, set and meet deadlines, and provide feedback.
- To ensure that all service issues and complaints are recorded and communicated to the Account Manager and Head of Lifestyle Services.
- Follow up with members post-request to obtain feedback and communicate it to relevant parties.
- Create and maintain member profile groupings based on interests, likes, and dislikes.
- Make bookings, and reservations, and develop unique experiences, including event hosting and ticket allocation management.
- To act as an expert within the business on out-of-hours servicing and to identify and act upon opportunities to improve service quality and our members experiences.
- To ensure that member data is completely and accurately recorded at all times and that the business has an up-to-date understanding of member behaviors and preferences.
- To work closely with Account Directors and Managers to ensure that client service requirements are understood and met.
Required Qualifications
- Experience in sectors such as Customer Service, Guest Relations, Lifestyle and Account Management, luxury travel & leisure.
- Experience handling executives, senior executives, and VIPs.
- In-depth understanding of lifestyle management for affluent, high-net-worth individuals.
- Strong knowledge of worldwide travel destinations and luxury products/services.
- Excellent written and oral communication skills in English; additional languages are advantageous.
- Minimum of 5-7 years of experience in niche banking, hotel, or concierge services.
- Be able to solve problems, prioritize work, meet deadlines, delegate, and communicate effectively under pressure.
- Be passionate about travel, culture, and unique global experiences.
Location: Gurgaon
Shifts:24x7 with Rotational Offs
Working Days:6 days working on a roster basis
