About An Exclusive Member-only Club |
Member Relations Manager
An exclusive member only club is looking for member relations manager.
Main Duties and Responsibilities include:
For every member we sign up, we appoint a Member Relations Manager (RM) to ensure that tailored, ‘customized’ & reactive communication flows and our Member feels as though they are getting the 1:1 service they expect. The member will contact directly his or her RM to ask for their help in resolving a wide variety of requests.
The requests are predominantly leisure-related and you will be involved in the researching and the arranging of:
· travel bookings
· restaurant bookings
· club bookings
· health & beauty requests
· gift ideas
· sports
· tickets
The RM will be responsible for maintaining high service by:
· Ensuring that their remit of members’ needs are being dealt with promptly, or handled with sensitivity;
· Creating and maintaining appropriate member profile groupings by interest, likes & dislikes; to provide a data mine of relevant and up to date information
· Promoting the exclusive nature and the up market image of the club on all appropriate occasions, especially externally, selectively ensuring that focus is maintained on the target market at all times.
The number of members the RM will be ‘assigned’ to handle depends solely on experience and capability. The position is phone and email intensive & extensive, but it also requires quarterly meetings with your member and a good knowledge of his or her region is essential.
The role requires:
· a broad skill set from creative problem solving
· outstanding organization and efficiency
· the ability to work as a team
· the ability to remain calm under pressure
· the ability to prioritize in order to meet deadlines
· demonstration of responsibility and maturity
· ownership for the work completed
The ideal candidate must:
· be fluent in spoken and written Chinese and English – essential as all verbal and most written communication is in both Chinese & English
· fluency/proficiency any other Asian language advantageous
· be from a Personal Assistant, Customer Service, Guest Relations, Account Management or Hotel and or Travel-industry background
· exhibit excellent client empathy
· possess an excellent telephone manner and have a good attitude
· know the client base and anticipate their needs
· be extremely proactive & be creative – ‘think outside the box’
· have great attention to detail
· use own initiative - essential in delivering quality service
· be reliable - excellent time keeping is crucial to this role
· effectively manage requests from initiation to completion – project management is
