Technical Program Manager

Company Background:

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:

We are a rapidly expanding hands-on global company within the concierge services space and begin work on projects integrating Salesforce with external systems. You will be required to work with stakeholders within the business and externally to gather requirements and work according to budget and time frames set.

This is a great opportunity to work and innovate alongside some of the world’s leading brands in an agile driven environment, using a diverse number of technologies across the business domain and leveraging your technical and pm skills.

Key Duties:

· Taking the lead on Software delivery projects with focus on both technical and operational deliverability

· Managing the full life-cycle of projects from planning through to lessons learnt

· Take responsibility for any recovery and crisis management (where necessary)

· Understand the key drivers in successful software development and act as an advisory consultant on agile/iterative development methodologies

· Internal/External stakeholder management, sometimes up to ‘C’ level.

· Lead a team of technical resources – guide, direct and motivate individuals

· Manage projects across internal teams to ensure smooth and timely delivery

· Champion and enforce working practices and their adoption

· Assist with digital transformation programmes and strategies

Project Management:

· Understand full scope of work on new projects, then draft and maintain project plans for various corporate clients and internal projects as required;

· Ensure all relevant parties complete assigned action items in a timely manner to meet project milestones successfully;

· Maintain and build client relationships throughout project life cycle and post launch;

· To identify opportunities for new commercial projects that could drive additional revenue;

· To manage technical projects including Mobile Apps and Web builds.

New Corporate clients:

· Draft assigned content for operational and service-related responses for corporate tender pitches, presentations, RFIs (Request for Information), RFPs (Request for Pricing), RFQs (Request for Quotations);

· Work with the company to negotiate contractual commitment to operational & service-related requirements during review of Master Services Agreements (MSA), Statements of Work (SOW) and additional Appendices / Schedules;

· Work with Corporate Account Director to negotiate and agree upon Corporate Service Level Agreements (SLAs) to be met and applicable penalty measures.

· Determine if additional Qforce development work and levels of operational impact on current standard procedures to meet required levels of SLAs.

Current Corporate Clients:

· Responsible for in-depth implementation planning & delivery across singular to multiple markets, based on existing and required infrastructure in regards to CRM system & telephony, process flow and SOPs;

· Work with the IT Manager to ensure telephony, CRM systems, email, etc. are set-up according to contractual requirements and in the most efficient manner for reporting and Q internal processes;

· Work with the Salesforce team to ensure CRM system partners (e.g. Force for Change) are meeting deadlines with correct development priorities and within budget.

Additional Projects & Responsibilities:

· To ensure the delivery of all the reporting commitments;

· To help coordinate the internal or global rollout of any new project.

Skills & Knowledge Sought:

· An understanding of corporate and internal project demands;

· Excellent communication skills in order to communicate with key members of the business

· Familiar with Salesforce Sales or Service Cloud, Experience Cloud and Marketing Cloud a plus

· Familiar with telephony systems;

· Familiar with APIs and ETL integration processes;

· Ability to capture requirements, use cases and user stories; translating them into technical and functional project deliverables;

· Ability to write technical and functional specifications

· Global background and familiarity with matrix organisations;

· Passionate about delivering service excellence;

· ‘Can-do’ attitude – ready to get involved at all times;

· Fast learner – adapting to new processes in rapid change climate;

· Creative problem solving & top-notch organisational skills with meticulous attention to detail;

· The ability to prioritise, delegate and meet deadlines working under pressure;

· Ability to remain calm & courteous under pressure, and effective conflict management;

· Self-starter;

· Good team player – displays compassion towards fellow colleagues;

· Excellent interpersonal skills;

· Mature approach, dedicated and committed with a strong drive, independent;

· Reliable;

Requirements:

· Excellent written & oral communication - fluent English a MUST;

· Strong IT & CRM systems skills (Salesforce, Microsoft Office etc.);

· 4 years' demonstrable project management exposure (Agile, Waterfall methodologies), Ideally PRINCE2 qualified or equivalent

· Experienced in dealing with confidential information using discretion and sensitivity at all times

· Experience managing projects integrating Salesforce with external systems

· Ideally have experience of logging projects using Jira software

· Deployed integration projects involving php & Salesforce amongst other systems.

· Produce and direct detailed project documentation including detailed requirements, plans, costings, benefits, integration, delivery, UAT and training. Ensure all stakeholders are kept updated on the progress all projects