Elite account executive

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:

To support up to four Quintessentially Lifestyle Elite Account Managers (Account Manager) in managing relationships with a select group of high-value Quintessentially Lifestyle Elite Members (Member).

To fulfil Member requests in a timely manner and to the highest levels of personalisation and quality.

To maintain a detailed, accurate and up to date CRM profile for each individual Member, and support the Elite Account Manager by providing useful insight on their Members and assist with targeted proactivity.

To maintain high levels of communication with the EAMs at all times.

Main Duties & Responsibilities:

Relationship Management:

• To support the Account Manager(s) in cultivating a strong personal relationship with each of their individual Members by providing useful insight and suggestions.
• To cultivate a strong personal relationship with key suppliers, specialists and sister businesses.
• To act as a supporting contact for the Member when required, ensuring maximum personal availability during working hours.
• Some communication directly with Members when requested to by the Account Manager(s).
• Research based tasks such as Restaurants, Bars in remote locations within the UK and Internationally.
• Research focused on specific events such as Birthday parties, Celebrations, catering.
• Sourcing new suppliers for less ordinary tasks.
• Planning small travel arrangements, such as arranging car services, rentals, 1-3 days hotel stays.
• Producing small travel itinerary 1-3 day travel.
• Researching and putting together lists of events in London, and in and around.
• Creating content for the Elite team such as restaurant lists, formatting emails, formatting hotlist.
• Formatting information in a presentable manner.
• Running occasional errands such as shopping etc.
• Arranging couriers and deliveries for members.

Request Handling:

• To ensure that all Member requests are researched and fulfilled in a timely manner and to the highest levels of quality.
• To ensure that each recommendation, offer or solution is highly personalised and suits the Member’s unique and changing lifestyle, needs and preferences. To be guided when needed by the EAM.
• To ensure that recommendations and options presented to the Member offer the best possible value at all times.
• To ensure that the EAM is aware of progress in fulfilling their requests by setting expectation, clearly communicating response timeframes, and delivering regular updates.
• To ensure the EAM is aware of any potential complaints or dissatisfaction immediately.
• To choreograph and enhance each Member request by recommending additional relevant services, benefits and access.

Usage:

• To support regular use of the service by highlighting all new and upcoming events and benefits that the Account Manager(s)’ Members may value

Data Capture:

• To ensure that a detailed, accurate and up-to-date CRM profile is held for each individual Member.
• To ensure that each individual Member’s unique and changing lifestyle, needs and preferences are captured in their CRM profile.
• To ensure that all Member activity, behaviour and spend data is captured in detail in their CRM profile (and adhering to KPI requirements for Data Capture).
• To act as an expert on the CRM system within the Elite team, and to make recommendations on best use and system development.

Renewals:

• To maximise the likelihood of each Member renewing their Membership by providing the Account Manager(s) with useful insight
• To maintain records of all renewal tasks, discussions and outcomes within the Member’s CRM profile
• To record any reason for non-renewal by a Member

Referrals:

• To record all referrals and follow up with the Membership team to determine outcome

Knowledge Sought:

• Confident communicator
• Impeccable personal presentation and delivery
• Fluent in English. Other languages are advantageous
• Shows an understanding of HNW lifestyles, expectations, needs and preferences
• 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
• Good networker and relationship builder
• Creative problem solver
• Strong organisational skills
• Meticulous attention to detail
• Strong IT & CRM systems skills

Requirements:

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

Hours of work:

Contractual hours are from 0900 to 1730 Monday to Friday.

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.