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Manager, Client Relationships, EMEAC

General Information

Country/Region
United Kingdom
Province/City
London
Location
Corporate - London
Department
Operations
Job Type
Full-time Permanent

Job Description

IMPACT OF THIS ROLE

The role of the Manager, Client Relationships, EMEAC is crucial to driving business success through enhanced, personalized client relationships and owning a substantial portfolio of our most valuable regional clients. By adopting a personalized and targeted approach, this position directly influences client satisfaction and loyalty, leading to increased retention rates and repeat business. The role fosters stronger connections, ensuring clients feel valued and understood. This leads to higher engagement levels and a positive brand image. Hosting regional events and initiating gifting programs further solidifies relationships and creates memorable experiences that differentiates Rosewood from other brands. Providing guidance and conducting training for clienteling leaders locally ensures that the entire team is equipped with the skills and knowledge needed to succeed and show consistency. This person will play a vital role in driving revenue, shaping client experiences, and enhancing the client’s overall relationship with Rosewood.


KEY RESPONSIBILITIES
  • Own and manage a diverse portfolio.
  • Adopt a personalized and targeted approach for each client, ensuring the maintenance of strong relationships and fostering elevated brand engagement.
  • Develop daily and weekly outreach communication strategies tailored to your portfolio of clients. You will update and educate key stakeholders on our most valuable individuals.
  • Monitor and assist the development of high potential clients.
  • Analyze, manage, and review client reports for your portfolio and region, consistently assessing performance against established objectives.
  • Identify potential efficiency improvements and develop solutions for areas at risk, regularly reviewing data to uncover new opportunities.
  • Address and support all needs within your portfolio, including room bookings and personalized experiences.
  • Work closely with the Clienteling Director to develop operational and tactical business action plans for implementation as well as to formulate acquisition strategies, explore brand collaborations, and establish partnerships that will identify new business opportunities for expanding your client portfolio.
  • Identify new and untapped networking opportunities in targeted markets within your region by attending industry events and building connections with potential partners and future clients.
  • Proactively initiate and implement gifting moments and programs within your portfolio, ensuring a personalized and tailored approach remains at the forefront of your mind
  • Take ownership of, deliver, and host a variety of regional events for your portfolio, curating guest lists and special activations. Additionally, you will provide support to properties within your region for their own events.
  • Forge strong working relationships with Regional VPs, property Managing Directors and their immediate leadership teams.
  • Regularly meet with the clienteling leader for each property in your region, providing support and guidance while advising them on further enhancing their local connections and relationships, as well as ensuring they, and any new members, are fully trained on clienteling processes.
  • Develop and support all clienteling leaders within your region, conducting monthly meetings to inspire the teams, building a strong network and facilitating collaboration.
  • Conduct regular clienteling training sessions for local regional properties, ensuring that all relevant team members are upskilled and positioned for success.

CRITICAL SKILLS & QUALIFICATIONS
  • A natural communicator who excels at building relationships. With proven experience in relationship management or sales within a global luxury organization, you have a track record of fostering connections that drive success.
  • Extensive knowledge of the luxury sector, including its products and the desires and expectations of luxury customers.
  • Experience of contributing to and executing business strategy to achieve overall organizational goals.
  • Demonstrate a proactive, forward-thinking attitude, anticipating needs and challenges before they arise, and taking initiative to address them effectively.
  • Utilize creativity and resourcefulness to generate new ideas and suggestions that enhance operations and improve client experiences.
  • A solid understanding of operational processes, with the ability to implement best practices for efficiency.
  • Experience of managing projects to deliver on time, in scope and budget
  • Skilled in using Excel for data analysis, reporting, and management, enabling informed decision-making and effective tracking of key metrics.
  • Strong commercial and financial acumen, with the ability to analyze and interpret data and financial metrics to create informed actions.
  • Strong networking skills and excel at building and maintaining a wide range of professional relationships, leveraging connections to create opportunities for collaboration and growth.
  • Comfortable with ambiguity and adopting a flexible approach.
  • Strong computer literacy as well as excellent written and verbal communication etiquette in English.

About Us

Rosewood Hotel Group aspires to be a global powerhouse in luxury, travel and lifestyle. The group is comprised of four inspiring brands – Rosewood Hotels & Resorts®, New World Hotels & Resorts®, Asaya and Carlyle & Co. Its combined hotel portfolio consists of 54 hotels in 23 countries with nearly 32 new properties currently under development. The group’s expansion is distinguished by its approach to creating strong, modern, and differentiated brands, its focus on design and innovation, and a commitment to a bespoke and personal approach to hospitality.