From last-minute restaurant reservations and bespoke travel itineraries, opera and theatre tickets, to international property searches and accessing private schools and tutoring – Quintessentially is the preferred service chosen by those who are keen to enjoy the very best life has to offer.

“Our mission is to go above and beyond our members’ expectations. We are committed to the notion that quality matters and will never stop striving for perfection.”

Job Summary:

As Global Account Director, Servicing you will be responsible for all aspects of service delivery to customers of the Group’s largest and most important client, with a particular focus on Asia. You will lead development of new and innovative service initiatives to drive member satisfaction and client retention over the coming years.

This is a client-facing role that requires in-depth understanding of call-center operations, service and resource planning, client relationship management, commercial planning, employee development and performance management.

Are you ready to join us?              IF YOU ARE…

AMBITIOUS & DETERMINED TO

• Lead Quintessentially’s service strategy for over 50k of the client’s highest-value customers in HK, China and across the globe, ensuring that service delivery is seamless and of the highest level
• Foster a lasting commercial relationship between Quintessentially and the client by acting as service proposition lead and primary point of contact for key client stakeholders and decision makers, ensuring that they feel that Quintessentially are delivering exceptional value
• Understand client sentiment and maintain trust/regain confidence when service issues occur. To analytically understand service issues and their causes, and to manage these with a detailed approach to complex problem solving and solutions
• Work closely with the Global Account Director, Engagement to drive uptake and usage of Quintessentially services through innovative and engaging campaigns and experiences
• Ensure that all contractual requirements, KPI targets and SLAs are understood and consistently met across servicing locations. To ensure that effective reporting is in place and that key stakeholders at Quintessentially and the client receives timely and intuitive performance updates
• Ensure that account KPIs are measured and reviewed regularly with each active office, and that effective performance improvement plans are adopted to address any shortcomings
• Work with local Account and Servicing Managers to develop key account talent, identify and fulfil training needs, and prepare in advance for employee succession and future employee needs across all servicing locations
• Work closely with Account, Servicing, HR, Tech Ops and IT Managers in all servicing locations, ensuring that local Jade member needs, value, engagement and disengagement behavior are understood and that there are effective service plans in place to meet service delivery requirements and drive continuous improvement of service
  

THE SUCCESSFUL CANDIDATE WILL:

• Have extensive experience leading overseas teams to deliver class-leading services to HNW individuals in multiple locations for a Tier 1 Hong Kong Client
• Speak and write English and Cantonese fluently. Mandarin and French are an advantage
• Have exceptional client relationship building skills, be an expert in account management, and have excellent interpersonal and presentation skills
• Have an analytical mindset with an ability to cut through operational complexities and requirements, and be able to identify and respond to opportunities for service improvement
• Have exceptional knowledge of high volume luxury service operations, member-journey planning, employee development and performance management techniques
• Be a strategic planner and able to forecast future service needs. Know how to plan resources, processes, systems and structures needed to meet them
• Have excellent people development, coaching and training skills
• Be passionate about travel, culture, and unique global experiences
  

WE OFFER:

• Attractive Remuneration Package: 5-day work week, Medical & Dental Benefits, Staff Engagement Activities, Annual Leaves and Holidays
• A highly energetic working environment, with a sound work-life balance
• Contracted hours are from 0930 to 1830 (Monday to Friday).  Varying and additional working hours may be required, in case of service-related emergencies or ad-hoc issues.
• The role is essentially based in Hong Kong, but overseas business-related travels are expected.

Company Background:

Noticing a gap in the market three influential heads from the London film and nightlife industries, came together to launch Quintessentially in 2000; a concierge service delivering highly personalised lifestyle services to both private members and the most valuable customers of key corporate clients. From that time Quintessentially has evolved into an award-winning, global lifestyle management service with over 60 offices and 1,500 employees worldwide.

Harnessing their passion for people and knowledge of their behaviour, Quintessentially has expanded its operations to include Quintessentially & Co., a powerful data and insight-driven global marketing agency fueling influential engagement programs, enabling brands to connect with their hard to reach affluent customers.

Quintessentially is the world’s leading premium lifestyle group, providing high touch life management services to private individuals and corporations, and supporting Quintessentially & Co. for entities around the globe.

Culture:

Our mission is to be 'exceptional people providing exceptional services for exceptional people'

The Quintessentially Group has grown over many years by people who are enthusiastic and ambitious. Bringing a strong work ethic, a sense of entrepreneurship and fun to our jobs allows the Company to grow and provide greater opportunities for everyone involved whilst providing a challenging and rewarding career where our employees are happy and proud to work for us.

We aim for the Quintessentially Group to maintain high levels of integrity and professionalism in order to sustain our leading position in a highly competitive industry. At the same time, we are committed to providing the challenges, recognition and opportunities to help our team reach their goals and objectives.

Our constant goal is to go above and beyond expectations. We aim to deliver an incredible level of personalised service around the world - always going that extra mile. We are committed to the notion that quality matters, working hard to bring only the very best.

We believe that to remain a market leader and to achieve service excellence, we all need to adhere to our core values of core values of Integrity, Communication, Accountability, Innovation, Service Drive, Passion, Empathy and Excellence.

We are looking for a high calibre to grow with us together.