We are currently seeking an accomplished, reliable, and polished Customer Relationship Manager to become part of our prestigious team.
Reporting to the Communications Department Manager, this position requires a professional with experience managing ultra-high net worth clients, and those familiar with or that possess a passion for luxury and performance automobiles.
The job incumbent is accountable for proactively managing client related data as well as serving as the primary point of contact for a high-end luxury brand client. These focus areas are of equal importance.
Daily activities include, but are not limited to, answering calls and emails, maintaining detailed client information records, data analytics, marketing copy and asset deployment, and proactively managing response rates to meet client engagement targets for their experiential marketing programs. Attention to detail, excellent communication skills and an advanced knowledge of Microsoft Office products, particularly Excel and PowerPoint, is essential.
Responsibilities:
• Professionally manage all incoming campaign calls and emails, with a same-day response timeframe
• Register high-profile clients for our experiential marketing programs with discretion and accuracy, maintaining a luxury service standard
• Use experience and discernment to qualify guests for experiential marketing programs that require a prospect acquisition component
• Dispatch marketing materials to invitation lists both via mail merge and one-to-one outreach
• Initiate outbound calls and emails to stimulate interest in our experiential marketing program
• Strategic response handling to ensure goals are met, working closely with partnership colleague to ensure a steady flow of interest from appropriately qualified clientele
• Create and manage comprehensive spreadsheets to track detailed client information and interactions
• Meticulously analyze and report on client activities, ensuring precise data input and interpretation
• Deliver client facing reporting in a timely manner to include; data, imagery and opinions
• Maintain an open flow of communication with colleagues in other departments, such as the Production team, to ensure data recorded for our programs is appropriately disseminated to the team; examples include but are not limited to; accommodation requirements, arrival and departure times, dietary requirements and vehicle information
• Collaborate with the entire team to optimize process and strengthen client relationships
• Maintain a tidy and comfortable office
• Manage client demands onsite; lead the execution of onsite event registration
Qualifications & Desired Skillset:
• Bachelor’s degree in a relevant field such as Marketing, Analytics, or Business is required. A Master’s degree or MBA is preferred
• Minimum of 5+ years of experience in a luxury service environment, preferably in customer service or sales
• Exemplary customer relationship management skills, with the capacity to engage and maintain strong relationships with clients by phone and email
• Excellent communication skills, both written and verbal
• Ability to handle sensitive and confidential information with the utmost level of integrity and confidentiality
• Proven ability to work effectively/collaborate in a team-based environment as well as independently
• Highly professional and savvy managing the demands of ultra-high net worth individuals at onsite events.
• Advanced proficiency in Microsoft Office Suite tools, particularly Excel for sophisticated spreadsheet creation and management; knowledge of pivot tables and intermediate Excel formulas including but not limited to XLOOKUP and COUNT/SUMIF is required
• Skilled in using various IT technologies, such as the use or implementation of CRM systems, RFID, and/or registration software is strongly desired
• Exceptional organizational and multitasking skills with a keen attention to detail
• Self-driven as well as results-oriented with proven ability to meet deliverables and deadlines
• Strong and proven ability to multi-task
• Knowledge of the luxury automotive space desirable, enough to be able to qualify prospects for key OEMs
• Strong verbal proficiency in Spanish, Italian, or French preferred, but not required
Work Environment: This job operates in a professional office setting. The role routinely uses standard office equipment such as computers and phones.
Physical Demands: While largely a sedentary role, some light physical activity. This would require the ability to lift, bend, or stand on a stool as necessary.
Travel Requirements: It is preferred that the successful candidate be in a position to travel to our live event programs to serve as a front of house specialist, travel expectancy approximately 50%.
Position Type and Expected Hours of Work: This is a full-time position, with typical work hours from Monday through Friday, 9.30 a.m. to 7:00 p.m. ET. Some flexibility in hours is permitted, but the employee must be available during the core work hours.
Note: This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice
