Head of Service Excellence
2 weeks ago
Job Title: VP Concierge
Job Overview: We are seeking a seasoned leader to head our concierge business unit. This role is responsible for driving growth through new and existing accounts while ensuring top-notch operational performance.
Key Responsibilities:
• Business Unit Leadership: Take ownership of the concierge business from strategy to execution, ensuring alignment with company goals and delivering exceptional customer experiences.
• Business Development: Drive growth by acquiring new clients and expanding into new markets, focusing on high-value contracts where concierge services can add significant value.
• Account Management: Manage and grow existing accounts, identifying opportunities to expand services and enhance client satisfaction.
• P&L Management: Oversee profit and loss for the concierge business, ensuring revenue growth while controlling costs to meet profitability goals.
• Partnerships & Alliances: Develop and negotiate strategic partnerships to drive growth, enhance services, and secure exclusive deals for clients.
• Team Leadership: Lead and manage the operations team, ensuring they are trained and equipped to provide high-quality, personalized services while meeting service-level agreements (SLAs).
Qualifications:
• Bachelor's degree in business, hospitality, or a related field; MBA or equivalent preferred.
• 12 years of leadership experience in concierge services, luxury services, or customer-centric industries with a proven track record of growing business units.
• Strong business development and sales skills, excellent relationship management, financial acumen, and leadership experience in managing operational teams.
Key Competencies:
• Strategic Thinking: Ability to plan for long-term growth.
• Client Focus: Expertise in delivering personalized client solutions.
• Financial Management: Proven track record of managing budgets, revenues, and costs.
• Partnership Development: Skilled in forming strategic partnerships.
• Leadership: Strong leadership skills in managing teams for operational excellence.
This role offers the opportunity to shape the future of the concierge business, drive innovation, and be part of an exciting growth journey.
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