Client Relationship Manager

3 months ago

London, United Kingdom Excel Winner Full time

Job Title: Client Relationship Manager (Real Estate)


Location: Nine Elms, SW London


Department: Estate Management


Employment Type: Permanent


Salary: Competitive Market Rate Package


Hours: 9:00 – 18:00 Monday – Friday


About Us:

Established in 2017, Excel Winner is leading the Thames City project in Nine Elms, part of Europe's largest regeneration initiative. We aim to transform the Vauxhall, Nine Elms, and Battersea Opportunity Area by introducing new homes, creating jobs, and developing biodiverse green spaces.


Summary of the Job:

The Client Relationship Manager is dedicated to cultivating and nurturing our most valued client relationships. This critical role involves delivering unparalleled service, anticipating client needs, and implementing bespoke strategies to exceed expectations. The Manager will provide proactive account management, ensure swift resolution of any issues, and continuously seek opportunities to enhance the overall client experience.


Job Responsibilities:


  • VIP Client Satisfaction: Manage and fulfil all VIP requests in a timely and professional manner, exceeding client expectations. This includes accompanying VIP clients on external appointments or events as required.
  • Develop Relationships: Build and maintain strong, long-term relationships with high-value clients through personalized communication and tailored solutions.
  • Proactive Support: Anticipate and address potential issues before they arise, providing solutions and support to enhance the overall customer experience.
  • Manage VIP Accounts: Serve as the primary point of contact for VIP customers external requirements, addressing their needs and ensuring a seamless experience.
  • Strategic Planning: Collaborate with senior management to develop and implement strategies for VIP customer retention and satisfaction.
  • Feedback and Insights: Collect and analyse feedback from VIP customers to identify trends, preferences, and areas for improvement.
  • Event Coordination: Plan and coordinate exclusive events, promotions, and experiences tailored to VIP clients.
  • Cross-Functional Collaboration: Work closely with Sales & Marketing to ensure VIP customers’ needs are met and to communicate any special requirements or feedback.
  • Administrative Support: Assist the department in completing necessary applications as determined by the company for the Estate department.
  • Financial Management: Oversee the department's financial processes, ensuring adherence to budgets and procedures.
  • External Liaison: Coordinate with external service providers, such as chauffeurs and tour guides, to meet the specific needs of VIP clients.
  • Short-Stay Apartment Management: Ensure short-stay apartments are prepared for occupancy with minimal notice, addressing any defects and maintaining hotel standards.
  • Departmental Support: Provide support to the department as directed by the line manager.
  • Reporting: Prepare and deliver weekly reports and presentations on VIP client management activities and performance metrics.


Job Requirements:

  • Holding a degree in Business, Marketing, Hospitality, or a related field.
  • Good experience in luxury hotel customer service, account management, or a similar role, with recent years focused on VIP or high-net-worth/ Ultra high-net-worth clients.
  • Demonstrated ability to cater to the needs of ultra-wealthy clientele, with a specific focus on clients from China, Hong Kong, or other Asian markets.Proven experience in a high-end hospitality environment, rresourceful, with good connections with different service providers in hospitality and recreation sector.Fluency in Chinese and English is essential.
  • Exceptional communication and interpersonal skills.
  • Strong problem-solving abilities and attention to detail.
  • Ability to manage multiple high-priority tasks effectively.
  • Proficiency in Microsoft Office Suite.
  • High level of professionalism and discretion.
  • Strong organizational and time-management skills.
  • Creative thinking with a customer-centric approach.
  • Occasional work out of hours to meet the demands of guest needs.
  • Ability to collaborate effectively with colleagues in the same team and across departments to achieve department’s goal.


Please Note:

The duties and responsibilities listed in this job description are not exhaustive. The role may require the post holder to undertake additional tasks within the general scope of the position. Such duties should not fundamentally alter the nature of the role. This job description is intended to adapt to the evolving demands of company objectives and priorities.


How to apply:

If you are a motivated professional with the skills and experience to thrive in this role, we encourage you to apply by submitting your updated CV directly through LinkedIn job post.

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