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VIP Team Lead

  • On-site
    • Cluj-Napoca, Cluj, Romania
  • VIP

Job description

About the Role

  • We are seeking an experienced and dynamic VIP Team Lead to lead and build our VIP Account Management team. This role is pivotal in developing and maintaining exceptional relationships with our VIP clients, ensuring their utmost satisfaction and loyalty. The ideal candidate will have a strong background in customer relations, team leadership, and strategic planning.

Job requirements

Key Responsibilities

    • Team Building and Leadership:

      • Recruit, train, and mentor a team of VIP Account Managers.

      • Establish clear performance objectives, KPIs, and development plans for the team.

      • Foster a collaborative and high-performance team culture.


      Client Relationship Management:

      • Develop and implement strategies to enhance the VIP client experience.

      • Oversee the management of VIP accounts, ensuring personalized and proactive service.

      • Address and resolve escalated client issues promptly and effectively.


      Strategic Planning and Execution:

      • Create and execute a comprehensive VIP service strategy aligned with company goals.

      • Analyze VIP client data to identify trends, opportunities, and areas for improvement.

      • Collaborate with marketing, product, and operations teams to enhance the overall VIP offering.


      Performance Monitoring:

      • Monitor and report on team performance and client satisfaction metrics.

      • Continuously assess and refine processes to improve efficiency and service quality.

      • Prepare and present regular reports to senior management on VIP services performance.


      Stakeholder Engagement:

      • Work closely with internal stakeholders to ensure seamless service delivery.

      • Represent the VIP team in cross-functional meetings and projects.

      • Engage with external partners and vendors as needed to enhance VIP services.

      Qualifications:

      • Minimum of 5 years of experience in customer relations, account management, or VIP services.

      • Proven track record of building and leading high-performing teams.

      • Experience in a luxury service environment is a plus.

      • Exceptional leadership and team-building skills.

      • Strong interpersonal and communication skills.

      • Strategic thinker with the ability to implement actionable plans.

      • Proficient in data analysis and reporting.

      • Excellent problem-solving abilities.

      • High level of emotional intelligence and customer empathy.

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