Concierge Manager

Soho House

The Role… The Senior Account Manager is responsible for the quality, consistency and depth of every member relationship across the Soho House portfolio. This is achieved both by managing a cohort of clients themselves, and also leading and coordinating a team of Account Managers with their own book of accounts. In your cohort will be the highest leverage and most complex member relationships which you will manage on a day-to-day basis. You will also be the escalation point for the Account Management team to solve problems, set and maintain the standard, and identify and communicate opportunities and trends across all accounts. You will be responsible for filtering and coordinating opportunities from across the business, and supporting the team in fulfilling specific daily requests and requirements from business units globally. Main Duties… Member Relationship Management * Serve as the primary point of contact for the most senior, complex and sensitive Soho Houses members, building trusted, long-term and personal relationships. Ensuring there is a seamless transition from onboarding to ongoing account management. * Own the full lifecycle of a member, from onboarding, curating their interaction with the business, advocating for each individual across the business and retention of all members. * Lead the full onboarding journey for new members, including needs assessment, profile creation and service orientation. Assessing onboarding outcomes and refining processes accordingly to elevate the member journey from day one. * Oversee invoicing, billing accuracy, and payment processing for all Soho House members. Coordinating with Finance Teams on reconciliations and reporting to ensure all payments are accurate and received on time. * Establish service standards and communication protocols tailored to each member. Maintaining accurate member records, preferences, and service histories. * Set the standard for how all Soho House members are engaged, communicated with, and retained, and support the team to maintain this standard * Oversee the full member journey from onboarding to long-term relationship, ensuring every touchpoint is personalised, proactive and discretionary * Anticipate the needs of members before they are expressed, working with the Events, Partnerships and Operational teams to curate personalised moments that feel unique and curated * Proactively invite and coordinate member participation in bespoke Soho House events, experiences, and partnerships * Address escalations or complex requests with speed, professionalism, and discretion, from start to resolution. Account Manager Team Leadership * Lead and coordinate the team of Account Managers, providing structure, operational support and demonstrating the standard of service delivery, consistency and attention to detail. * Implement service improvements by introducing clear SLAs and protocols and quality monitoring process to ensure consistent service delivery. * Drive the quality of the experience by representing the membership to Houses and ensuring all services are delivered in accordance with operational protocol. * Oversee workflow allocation, prioritisation, escalation handling, and support with complex request fulfilment to ensure a seamless experience at every touch point. * Handle all high-level escalations calmly and decisively, and action the associated learnings to ensure they do not recur. * Evaluate concierge team performance and implement service improvements or training initiatives where appropriate. * Guide the team to be confident act without escalating everything upward, while knowing exactly when to bring the Lead in. Operational Standards & Cross-functional Collaboration * Support the team by acting as the interface between the needs of the members and business operations including Events, Partnerships and Operational teams. * Work closely with the Event Manager to manage event communications and to analyse efficacy of events and implement associated service improvements. * Collaborate with Membership, Operations and Data teams globally to share member intelligence and deliver consistency across Houses * Lead the internal Soho House Ambassadors program - building the network of House-level contacts who can deliver a personalised experience for Soho House members globally * Own all SOPs followed by the Account Management team – keeping them relevant and monitor when training is required. * Oversee the allocation of budget associated with service delivery. * Develop and oversee SLAs to support the highest impact requests of members including bedroom and event allocation Reporting, Insight & Performance * Work with the Data team to build and maintain a reporting framework covering member satisfaction, engagement, spend, response times and service quality * Translate data into insight - presenting clear, actionable recommendations to senior leadership on what is working and what needs to change * Track your cohort of clients on a weekly basis to proactively anticipate churn and implement strategies to prevent this * Monitor the potential for churn in the team and offer weekly support to offset this * Report on team performance against KPIs on a weekly and monthly basis, and recommend improvements for underperformance * Report on monthly allocation of service benefits to members, revenue, visits and make recommendations for further personalisation of service in the following month. Success Metrics  * Member satisfaction and retention of high-profile, highly engaged and high-net-worth members * Revenue generated from members * Member engagement with bespoke events, in-house experiences * Timely and accurate completion of onboarding, invoicing, and operational processes * Account Management team performance and adherence to service standards * Effective collaboration with Membership, Operations, Events, Partnerships and Data teams globally * Delivery of clear, actionable reporting on service performance and engagement Requirements/ Qualifications:  * 5+ years’ experience within private members' clubs, luxury hospitality, concierge services, or membership based environments. * Demonstrated experience leading a service or account management team in a high-expectation, relationship-driven environment such as luxury hospitality, private members’ clubs, UHNW client services or equivalent. * Demonstrated experience managing senior HNW client relationships with an understanding of how to build authentic personal connections that allow you to personalise service delivery. * Strong attention to detail and time management skills with an ability to maintain consistently high standard in a busy, fast paced environment * Excellent problem-solving skills, a proactive nature and the ability to take initiative to collaborate cross-functionally with other departments. * Strong analytical and reporting capabilities with a data-informed approach to service excellence * Exceptional communication, emotional intelligence, and discretion. * Highly organised, detail-oriented, with proven ability of managing multiple tasks and priorities under pressure, while remaining calm and composed. * Proactive and solution driven mindset with the ability to anticipate needs and act with discretion and urgency. With the ability to build rapport quickly with high-profile, high-expectation individuals. * Passion for luxury lifestyle, hospitality, and delivering premium member experiences. The ability to identify luxury beyond the standard offering of premium concierge businesses * Tech-savvy, with experience of using CRM (ideally Salesforce), or loyalty programme platforms. * Proficient in using hospitality management tools and software including Opera, Open Table and GEM. * Strong understanding of global concierge services and loyalty programs. * Passionate about the Soho House ethos and creating unforgettable experiences for our members Benefits… Soho House offers competitive compensation packages that feature global benefits and perks. Whether you’re seeking entry-level employment or a new opportunity to expand your profession, we offer training to develop the technical and managerial skills necessary to grow your career. * Annual Every House Membership * 50% off Food & Drink, 7 days a week * Staff Room Rates * Private Health and Dental Care * Weekly Pay * Life Assurance * Up to 50% Staff Discount on Cowshed & Soho Home * In Office Dog Policy on Fridays * Season Ticket Loan * Christmas Office Closure * In conjunction with Soho Impact, take 2 days paid a year to support a charity of your choice. * Free Counselling Sessions * Cookhouse & House Tonic: Our Cookhouse & House Tonic programmes offer unique food and drink trainings, events and opportunities to inspire and educate. * Continuous training to develop yourself personally and professionally * Exclusive access to our benefits platform with hundreds of discounts on shopping, gym memberships, holidays, insurance and much more * Team Events: From fitness sessions to cinema screenings and art classes, each month we hold a series of fun events which you can sign up to.

Steyn Group

Working for a private UHNW family office this role is responsible for the seamless management of multiple residences, lifestyle operations, and support services in South Africa. The South African residences serve as key family properties that require year-round operational oversight, hospitality excellence, and discreet lifestyle coordination. This role will manage and maintain the residences to exceptional standards, ensuring seamless household operations, staff leadership, budget management, property upkeep, and lifestyle support. The role provides on-the-ground operational oversight during periods of residence while working closely with the London-based Executive Assistants to deliver exceptional service, efficiency, and discretion. This right candidate will be a highly organised, service-oriented professional with 3–5 years’ experience in household management, luxury hospitality, concierge, or private estate operations. The successful candidate will demonstrate strong leadership, financial oversight, cultural awareness within South Africa, and the ability to anticipate the family’s needs while managing multiple priorities in a dynamic private household environment. Key Responsibilities and Duties · Lead all day-to-day operations of the South African residences, ensuring the property is maintained to impeccable standards at all times. · Act as line manager for all employed and freelance household staff, including chefs, housekeepers, nannies, chauffeurs, security personnel, and maintenance teams. · Oversee recruitment, onboarding, rota scheduling, performance management, and professional development of all household staff. · Establish and maintain exceptional hospitality and service standards for family members and guests. · Manage household budgets, annual forecasting, expense tracking, and financial reporting in coordination with family office stakeholders. · Process invoices, supplier payments, and service provider accounts accurately and efficiently. · Coordinate all household maintenance, preventative servicing, repairs, renovations, and long-term property upkeep, including swimming pool and grounds management. · Manage home, property, vehicle, and related insurance policies, ensuring compliance and timely renewals. · Oversee vehicle fleet maintenance, servicing schedules, registrations, and operational readiness. · Coordinate and regularly review household security protocols, systems, and third-party providers to ensure family safety and privacy. · Arrange all South African travel logistics for family members and international guests, including airport transfers, chauffeurs, vehicle hire, accommodation, and helicopter bookings where required. · Manage household procurement, errands, and lifestyle requests with efficiency and discretion. · Serve as the primary in-country liaison between the South African residence and London-based Executive Assistants for ad hoc lifestyle support. · Ensure compliance with health and safety standards across the property and household operations. · Build strong relationships with trusted local vendors, contractors, and hospitality providers. · Demonstrate cultural sensitivity and understanding of South Africa’s diverse communities and service environments. · Maintain absolute confidentiality, professionalism, and discretion at all times. Qualifications and Accreditations Degree – Hospitality Management / Business Administration ☐Essential ☒Desired Accreditations – Health & Safety / First Aid ☐Essential ☒Desired 3–5 years’ experience in private household management, luxury hospitality, concierge, or estate operations ☒Essential ☐Desired Budgeting, accounting, and invoice management experience ☒Essential ☐Desired Knowledge of South African culture, service standards, and operational environment ☒Essential ☐Desired

Otoqi

ÜBER UNS Otoqi ist ein Tech-Startup, das die Automobillogistikbranche revolutioniert. Wir nutzen künstlichen Intelligenz um unseren Kunden bestmöglichen Service zu ermöglichen. Unsere Mission ist es den Fahrzeugtransport zu revolutionieren. Wir arbeiten mit den Mraktführer der gesamten Automobilbranche , ob Hersteller, Vermieter, Händler oder sogar Carsharing-Spezialisten. Wir sorgen dafür, dass Ihre Fahrzeuge schnell, effizient und problemlos in ganz Europa transportiert werden, indem wir hochwertige Transport-, Liefer- und Car-Concierge-Dienste anbieten. Otoqi wurde 2016 in Paris gegründe und hat es schnell geschafft zu expandieren, aktuell sind wir im italienischen und deutschen Markt vertreten. Ziel ist es europäischer Marktführer zu werden. Otoqi Fakten:  * 800+ Fahrer * 150.000+ bewegte Fahrzeuge * Fundraising von 6MЄ und Serie A im Jahr 2020 * 3 Länder: Frankreich, Italien, Deutschland * 80 Mitarbeiter DEINE AUFGABEN * Rekrutierung der Driver (u.a Telefongespräche mit geeigneten Kandidaten führen) * Du planst und führst das Onboarding mit den Drivern durch * Du prüfst die Driver Dokumente (Personalausweis und Führerschein) * Du bist der erste Ansprechpartner für unsere Driver * Du kümmerst dich um einen reibungslosen Ablauf des gesamten Driver-Prozesses * Optimierung des gesamten Prozesses * Erstellung von Reports und Einhaltung der KPIs DEIN PROFIL * Du verfügst über eine erfolgreich abgeschlossene Hochschulbildung (Bachelor, Diplom (FH) oder gleichwertiger Abschluss)  * Du bringst bereits Erfahrung mit in der Logistik Branche * Du bist gut vernetzt in der Branche und hast viele nützliche Kontakte * Du hast eine Analytische Denkweise und bist gut strukturiert * Du arbeitest gerne mit Menschen, bist kommunikativ und ein Teamplayer * Du beherrschst Deutsch und Englisch in Wort/Schrift WARUM WIR? * Monatliche Bonus Zahlung  bei erreichten Zielen * Corporate Benefits: eine große Auswahl an Rabatten für Modemarken bis hin zu Elektrogeräten * Ein Office im Herzen von Berlin in Kreuzberg, wo auch dein Vierbeiner willkommen ist * Wahre Startup-Atmosphäre & flache Hierarchien - Deine Ideen sind wichtig und treffen bei uns auf offene    Ohren! * Wir bieten dir neben einem unbefristeten Arbeitsvertrag die Möglichkeit, dich innerhalb der Organisation und entlang deiner Fähigkeiten und Präferenzen (weiterzu-)entwickeln