Our Ability Jobs

Job Purpose

The Job holder will be responsible to drive the development and execution of VIP strategy elevating customer loyalty, and leading a high-performing team. The role involves overseeing service excellence, managing escalations, and ensuring the delivery of personalized, high-touch experiences for elite clients, while upholding confidentiality and ensuring strict adherence to operational compliance and governance standards.

Key Accountabilities:

Strategy & Customer Engagement

• Develop and implement a VIP customer strategy that enhances loyalty, engagement, and long-term client value, ultimately strengthening customer retention and maximizing lifetime value through strategic engagement initiatives.

• Lead the full setup and management of the VIP Services department, establishing a structured framework, service protocols, and operational workflows to drive efficiency and excellence.

• Develop, implement, and oversee policies, procedures, and governance frameworks, ensuring seamless operations, compliance with regulatory standards, and alignment with corporate objectives.

• Drive initiatives that position the organization as the preferred choice for high-value clients, ensuring superior service and exclusivity to build brand loyalty and maintain a competitive advantage.

• Identify opportunities to enhance the elite client experience by offering personalized services and bespoke offerings, differentiating the brand through unique, high-value experiences tailored to elite clients.

• Digitize and streamline key processes, integrating them with compliance, risk, and governance requirements, including updates to the Delegation of Authority (DOA), to ensure operational efficiency and accountability.

Leadership & Team Management

• Lead and oversee a team, ensuring alignment with the organization’s VIP service goals to foster a customer-focused, high-performance team that delivers premium service excellence.

• Set and monitor key performance indicators (KPIs) for service excellence and team effectiveness, ensuring continuous measurement and improvement of VIP service quality and operational efficiency.

• Foster a culture of proactive customer engagement and continuous service improvement, driving innovation and adaptability in customer service to consistently exceed VIP client expectations.

Escalation Management & Operations Oversight

• Act as the primary escalation point for high-value client concerns, ensuring swift, strategic resolution of complex issues to safeguard customer trust and loyalty.

• Lead high-stakes negotiations on service disputes and contractual matters, balancing customer expectations with business interests to drive sustainable relationships.

• Ensure operational excellence through strict adherence to governance frameworks, regulatory compliance, and service standards, mitigating risks and maintaining corporate integrity.

VIP Customer Relationship Management

• Lead and oversee VIP service operations, ensuring seamless execution of high-touch experiences and proactive resolution of client needs through Managers and Relationship Managers (RMs).

• Drive a culture of personalized service excellence, ensuring the team delivers bespoke experiences, milestone celebrations, and tailored interactions that enhance customer satisfaction and loyalty.

• Uphold the highest standards of discretion and confidentiality, safeguarding elite client information and reinforcing trust in all engagements.

Minimum Qualifications and Knowledge:

• Bachelor’s degree in Business Administration/ Marketing/Hospitality Management, or a related field. Master’s degree (MBA) is preferred.

• Certification in Customer Experience (CX) Management, CRM, or Luxury Brand Management – preferred.

• Minimum 8-10 years of experience in customer experience, luxury client services, or VIP relationship management with managing high-net-worth (HNW) or VIP clients in a commercial customer service environment.

• Experience in establishing departments, implementing policies, procedures, and compliance frameworks.

• Strong track record of developing and executing customer engagement strategies to drive loyalty and revenue.

• Expertise in managing escalations, negotiations, and handling complex customer concerns.

Job Specific Skills:

• Expertise in developing and implementing VIP engagement programs

• Skilled in managing high-value customer relationships and loyalty programs

• strong Leadership skills

• Proficient in digitizing and streamlining operations, including updates to the Delegation of Authority (DOA).

• Proficient in handling escalations, contract discussions, and service recovery

• Ability to analyze customer trends, KPIs, and business intelligence for service improvement

• Deep understanding of premium customer expectations and delivering personalized experiences

• Experience in managing budgets for customer engagement and VIP experiences

• Strong interpersonal, presentation, and stakeholder management skills