VIP relationship Manager

3 weeks ago

Johannesburg, Gauteng, South Africa Deka Minas Pty Ltd Full time

We are seeking an experienced and dynamic VIP Relationship Manager to provide personalized, high-level service to our elite clients. The ideal candidate will be skilled in building and nurturing relationships with VIPs, ensuring exceptional customer experiences, and handling all aspects of VIP client needs with discretion, efficiency, and professionalism. This role requires a deep understanding of customer service excellence, strong communication skills, and the ability to anticipate and exceed client expectations.

Key Responsibilities:

  1. Client Relationship Management:

    • Serve as the primary point of contact for VIP clients, providing exceptional service and personalized attention.
    • Build long-term, trusting relationships with VIP clients through frequent communication, empathy, and a thorough understanding of their preferences and needs.
    • Act as a liaison between VIP clients and the company, ensuring that all their requests are met in a timely and professional manner.

  2. Personalized Service & Customization:

    • Tailor services, offers, and experiences to suit the individual needs of VIP clients.
    • Anticipate and proactively address client needs, preferences, and any potential issues to ensure complete satisfaction.
    • Coordinate special requests, events, or experiences to enhance the client's relationship with the brand.
      •  

  3. Client Retention and Satisfaction:

    • Develop and implement strategies to improve client retention and loyalty.
    • Regularly check in with VIP clients to ensure satisfaction, gather feedback, and address concerns.
    • Provide post-interaction follow-up to ensure VIP clients remain satisfied with their experiences and the services provided.

  4. Problem Resolution:

    • Handle any issues or complaints from VIP clients with discretion and professionalism.
    • Work swiftly to resolve any problems, ensuring that the client's experience is not compromised.
    • Maintain a calm and solution-focused attitude in all interactions with clients.

  5. Confidentiality and Discretion:

    • Maintain a high level of confidentiality regarding client information, preferences, and requests.
    • Handle sensitive situations and requests with the utmost care and professionalism.

  6. Collaboration and Reporting:

    • Collaborate with other departments to ensure VIP clients' needs are met across all touchpoints.
    • Provide regular updates and reports on client satisfaction, feedback, and trends to management.
    • Track and manage VIP clients' preferences, history, and interaction data to improve service offerings.

Qualifications:

  • Experience:

    • Proven experience in a relationship management, customer service, or client-facing role, particularly with high-net-worth individuals or VIP clients.
    • Minimum of 3-5 years of experience in luxury, hospitality, or high-end services preferred.

  • Education:

    • Bachelor's degree in business, hospitality, marketing, or a related field (preferred but not required).

  • Skills:

    • Excellent interpersonal, communication, and negotiation skills.
    • Ability to anticipate client needs and provide proactive solutions.
    • Strong organizational skills and attention to detail.
    • Ability to manage multiple clients and tasks simultaneously while maintaining a high standard of service.
    • Exceptional problem-solving skills and a calm, professional demeanor.
    • Discretion and confidentiality when handling sensitive information.

Desired Attributes:

  • Strong understanding of luxury products, services, and trends.
  • Ability to work under pressure and manage high expectations.
  • Professional, polished, and charismatic demeanor.
  • Flexible and adaptable to meet the changing needs of VIP clients.

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