Elite Lifestyle Manager

Expect the best. Experience Better.

For the world’s most discerning individuals, brands and corporates, Quintessentially is the ultimate destination for comprehensive lifestyle management and brand experiences. It’s the pinnacle of personalisation and the epitome of exclusivity.

Combining an unwavering commitment to redefining excellence with a clientele that demands nothing short of perfection, Quintessentially elevates every aspect of its clients’ lives to unparalleled heights through meticulous attention to detail.

As the world’s leading luxury lifestyle management group, Quintessentially has not only paved the way in this space but continues to shape a new standard for luxury concierge services.

Our Mission:

We elevate lives by granting access to the very best that life has to offer and creating unforgettable moments through unparalleled personalisation and attention to detail.

Our Personality:

Curious: Our innate drive to learn and grow elicits innovation. Culturally attuned and inquisitive by nature, we seek always-on inspiration to deliver ideas impactfully.

Proud: Drawing upon our British heritage, we celebrate our accomplishments in a sophisticated and discerning manner that is executed through everything from our people to our communications.

Connected: Relationships are at the core of who we are. We make meaningful and lasting connections on a global scale between people, places, and perspectives that make an impact.

Our Values:

Expertise and industry knowledge: Always at the forefront of industry trends, our team of experts has the most extensive knowledge in the luxury sector. This enables us to service the most discerning individuals, create exceptional brand and travel experiences, and provide unparalleled corporate concierge support. But we never rest on our laurels. We continuously seek to enhance this reputation in order to give our members and clients the best service possible.

Attention to detail: We know it’s the smallest touches that make the biggest difference. That’s why we’re committed to providing an exceptional service through the highest level of attention to detail. From the ordinary everyday lifestyle requests to the extraordinary once-in-a-lifetime experiences, we ensure that every interaction, touchpoint, and detail is executed to the highest standard.

Member-first and client-focused: Our members and clients are our raison d’être. They place their trust in us, so we place them at the heart of everything we do. By building personal, long-lasting relationships with each individual member and client, we understand all their needs, preferences, and aspirations perfectly and tailor our services accordingly. With them in mind, we always strive to go above and beyond.

Pursuit of perfection: We know all our clients expect nothing but the best. That’s why we strive not only for excellence but to exceed all expectations. Our unmatched dedication to the pursuit of perfection – whatever that looks like to each individual client – is what sets up apart from the competition.

Philanthropic activity: We believe in the power of philanthropy and aim to contribute positively by leveraging our knowledge and influence across the luxury landscape. Bringing our clients and members along with us, we want to incite meaningful change and have a positive impact on the communities around us – from raising vital funds to spreading awareness.

Job Summary:

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 & Knowledge Sought:

• Excellent communicator
• 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
• Creative problem solver
• Strong organisational skills
• Meticulous attention to detail
• Strong IT & CRM systems skills
• Solid business acumen
• Experienced in dealing with confidential information using discretion and sensitivity at all times
• Strong management skills

Requirements:

• Warm, friendly, calm, confident and courteous at all times
• Passionate about delivering exceptional service
• Pro-active, energetic and positive attitude
• Excellent team player; displays compassion towards and enjoys helping fellow colleagues
• Mature, reliable approach, dedicated and committed with a strong drive, independent
• Values privacy and confidentiality
• Passionate about travel, culture, and unique global experiences
• Views failure as an opportunity to learn

Hours of work:

Monday - Friday 9:00am - 5:30pm.

However, it may be the case that in order to fulfill the duties of the role, different or additional hours may be necessary.

Requirement to be on call outside working hours in case of service-related emergency.