2 weeks ago

Client Director

New York $150K + Bonus ($180k OTE) Permanent

If you're intimidated by the UHNWI then it's best you stop reading this (epic) job ad now.... Our latest client has a book of fewer than 100 clients and they offer a lifestyle management service with levels of attention to detail that won't be matched by many other organisations. Their team are constantly out and about exploring and finding the hottest restaurants, bars, venues and destinations for their clients. Much like us, they love exclusivity, which is why they limit their membership; so their team can devote themselves fully to the particular needs of their clients. 

Job Summary 

You will be asked to oversee and successfully manage a team of awesome humans in the Lifestyle team based in their New York office. You will also manage, train and motivate the team to ensure staff development and retention. The business is looking at long term growth, so the growth of the business, particularly in the New York office can be moulded around you. 

There is no "typical day" in this business but you will be responsible for managing existing clients and onboarding new ones, managing your direct reports and ensuring your KPI's are met/exceeded. 

Experience in booking travel for the HNWI is essential for this role and there will be particular emphasis on this side of the role. 

Core Responsibilities

Client Management 

  • Acquiring and onboarding new clients
  • Implementing quality checks, and safeguarding standards
  • Ensuring client retention and referrals through excellent and proactive service
  • Developing and maintaining strong client relationships
  • Ensuring all client requests delegated to the team are executed to a very high standard and turned around quickly
  • Undertaking, and excellently executing, senior and team level requests
  • Managing high touch client requests, issues and projects with discretion and independent judgment
  • Sending personal proactive ideas to clients which build relationships and generate revenue for the company
  • Having very detailed knowledge of clients and understanding their preferences

Team Management

  • Feeding into the team’s KPIs and helping them reach their targets
  • Ensuring skill and career progression through training and regular feedback
  • Providing feedback to the GCD where needed
  • Managing the handover of information to the on-call person each Friday
  • Monitoring holiday requests, and sick days. Ensuring handovers are done correctly to ensure a seamless service
  • Ensuring the team are up to date on anything which may be relevant to clients, and suggesting the publications the teams should read e.g. best theatre productions, exhibitions, new restaurants, hotel openings, specialists etc.

Business Management 

  • Ensuring revenue targets are met or exceeded
  • Managing the office’s administration and adhering to budgets
  • Managing client billing and invoicing, and the communication surrounding this
  • Forecasting and setting revenue targets for the upcoming period, alongside the CEO and GCD
  • Developing New York business and revenue streams
  • Being responsible for NYC HR and recruitment

Systems & Process

  • Having excellent knowledge of all of our clients templates, guidelines and processes. Ensuring these are adhered to; interpreting and adjusting policies as needed using good judgement
  • Ensuring all information is stored correctly. Having an excellent understanding of database protocol and ensuring the rest of the team are following the correct guidelines and are using the database to its full capability
  • Ensuring jobs are completed and closed properly, with all relevant information included, ahead of the GCD’s checks

The fine print!

  • $150k + bonus (OTE $180k)
  • 22 days PTO (including 5 sick days), 2/3 days closure over Xmas
  • Health & dental cover (after 3 months)
  • 9am - 6pm + rotational weekends 
  • NYC office: 1 day/week from home
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