Client Relationship Manager

SUMMARY:
Luxury Private Members Club based in Umhlanga is looking for a Client Relationship Manager / Concierge to build and maintain long-term, positive relationships with clients by acting as a primary point of contact, resolving issues and identifying their needs to foster satisfaction and retention.
 
Key responsibilities include communicating with clients, addressing concerns, identifying upsell / cross-sell opportunities, collaborating with internal teams and staying informed on industry trends to meet client goals and drive revenue.

The suitable candidate will possess excellent communication, problem-solving, and organizational skills.

POSITION INFO:
Duties:

Focuses on developing and maintaining strong, lasting relationships with clients, ensuring client satisfaction and loyalty.
Serves as the main point of contact for clients, answering questions, addressing concerns, and providing ongoing support.
Proactively identifies client needs and challenges, working with them to co-create solutions and recommend appropriate products or services.
Identifies opportunities to upsell or cross-sell products/services, contributing to company revenue growth and client retention.
Works with various internal departments (e.g., sales, product development, support) to ensure client needs are met and to provide seamless service.
Manages and resolves client complaints, issues, and escalations in a timely and professional manner.
Research industry trends, market changes, and competitor activities to provide valuable insights to clients and internal teams.
Monitors client performance metrics, prepares reports and business reviews for clients, and uses feedback to improve services.

Requirements:

Grade 12
Bachelor's degree in business, marketing, communications, or a related field.
At least 5+ years’ experience in a guest relations / concierge environment in a high end 5* environment
Exceptional verbal and written communication skills are essential for effective interaction with clients and internal teams.
The ability to build trust, demonstrate empathy, and work effectively with diverse client needs.
Strong analytical and critical thinking skills to identify issues and find effective solutions.
Excellent organizational, time management, and multitasking abilities to handle multiple clients and priorities.
A good understanding of the company's products, services, and the relevant industry is crucial.
Familiarity with CRM platforms (e.g., Salesforce) and general office software is often required.