Senior Account Manager

Soho House

Concierge Manager The Role.. Lead a team of up to 12 Concierge Responders delivering a highly personalised, intuitive, desk-based concierge service to a cohort of premium members globally. This is a working manager role: alongside leading the team, you will also work on the front line, building meaningful, long term relationships with Soho House’s most engaged, high-spending and high-profile members. In this capacity you will work across multiple functions to ensure every member experiences a seamless, joined-up service. Key Responsibilities Hands-on Concierge Delivery * Take regular shifts handling member bookings, reservations and special requests to the same standard expected of the team. * Deliver a highly personalised, welcoming and intuitive experience for all relevant members, via private WhatsApp and to agreed SLAs. * Act as a knowledgeable point of contact for all Houses, facilities and events globally. * Manage all booking, reservation and special requests with a high level of accuracy, care and attention to detail. * Anticipate member needs and preferences, offering thoughtful suggestions before they are requested. Cross and upselling where appropriate. * Build genuine relationships with members, recognising and remembering individual preferences. * Handle sensitive or difficult requests with discretion, professionalism, and sound judgement. * Coordinate with internal departments and external partners globally to facilitate requests quickly and efficiently, ensuring all members receive a seamless service across all touchpoints. * Resolve any issues calmy and efficiently, ensuring members feel heard and are looked after to minimise complaint escalations. * Act as an ambassador for the Soho One service, ensuring all interactions reflect the values and standards of the offering. * Maintain accurate records of member preferences, requests, and feedback to deliver consistently tailored experiences. * Help evolve internal processes to improve service efficiency, consistency, and member satisfaction by recording and offering member feedback to department leadership. * Stay close to the day-to-day reality of the service so coaching, process changes and feedback to leadership are grounded in first-hand experience. Team Leadership & Development * Lead, motivate and develop a team scaling up to 12 Concierge Responders, fostering a culture of professionalism in a peraonal context. * Act as the senior escalation point for complex requests or complaints, resolving them with discretion, professionalism and sound judgement. * Manage rotas, shift coverage and capacity planning to ensure SLAs are met across time zones, 7 days a week. * Run regular 1:1s, performance reviews and ongoing coaching, with clear development plans for each team member. * Recruit, onboard and train new responders, ensuring they reach a high standard of product knowledge, tone and judgement before going live with members. * Identify skill gaps and design training interventions covering tone, systems, product knowledge, and difficult conversations. Service Quality & Member Experience * Own and report on team KPIs and SLAs (response times, resolution times, member satisfaction, complaint rates) * Own the quality and consistency of every member interaction, conducting regular quality reviews of WhatsApp conversations and providing constructive feedback. * Strive to meet a team standard of resolving all member requests within 24 hours, across the team, monitor ticket volume in real time to ensure standards are maintained * Take a highly systematic approach to data management, systems, record keeping and quality across the team * Champion a proactive, anticipatory service culture, guiding the team to make thoughtful, personalised recommendations. * Develop relationships across all Houses to support the day-to-day personalisation of the experience of members who visit. * Work closely with Account Managers to ensure a seamless handover between relationship management and day-to-day service delivery. * Monitor workload distribution and queue health in real time, jumping in to protect service standards during peak periods. * Maintain operational rigour around record-keeping of member preferences, requests and feedback in Salesforce and other systems, ensuring the team uses them consistently. Requirements / Qualifications * 3+ years' experience in private members' clubs, luxury hospitality, concierge or premium customer experience environments, with at least 2 years in a people-management role. * Experience leading a customer-facing team to consistently high service standards in a fast-paced, SLA-driven environment, while remaining hands-on in delivery. * Exceptional interpersonal, relationship building and communication skills, both written and verbal. * Naturally warm, intuitive, and discreet, with the ability to engage high-spending and high-profile members authentically. * Tech-savvy, with experience of using CRM (ideally Salesforce), and loyalty programme platforms. * Proficient in using hospitality management tools and software including Opera, Open Table and GEM. * Excellent time management and problem-solving skills, with the ability to collaborate cross-functionally with other departments. * 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. * Passionate about the Soho House ethos and creating unforgettable experiences for our members. * Highly organised and detail-oriented, with the ability to manage competing priorities calmly under pressure. * Flexibility to work shifts, including occasional evenings, weekends and out-of-hours where the role demands. 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.

Trustpilot

At Trustpilot, we're on an incredible journey. We're a profitable, high-growth FTSE-250 company with a big vision: to become the universal symbol of trust. We run the world's largest open customer review platform, and while we've come a long way, there's still so much exciting work to do. Come join us at the heart of trust! As a Senior Account Manager for the ANZ region, you will fully own your book of business, managing a high-value portfolio of market-leading customers, including iconic brands such as Canva, Wesfarmers, and Medibank. Your mission is to move beyond a vendor relationship, positioning yourself as a strategic partner who drives measurable business value and long-term ROI. You will be the commercial lead for our growth in the ANZ region, requiring sophisticated navigation of large-scale, complex organizations to unlock and drive new growth opportunities. What you'll be doing: * Strategic Partnership & Influence: Develop and maintain executive-level relationships to position Trustpilot as a mission-critical partner. * Organisational Navigation: Masterfully navigate large enterprise structures to identify key decision-makers and build influence at the C-suite level. * Retention & Risk Mitigation: Own the end-to-end renewal process (GRR), proactively identifying and mitigating commercial churn risks or competitor threats. * Portfolio Growth: Drive expansion through upsell and cross-sell opportunities to achieve strong Net Revenue Retention (NRR). * Financial & Operational Excellence: Leverage deep financial acumen to understand client budget cycles and business metrics, ensuring accurate forecasting in Salesforce. * Cross-Functional Leadership: Partner with Customer Success for value realisation and collaborate with Product and Engineering to align our roadmap with the technical requirements of the ANZ market. Who you are: * You have prior experience in customer success, account management, or customer support roles in a SaaS or technology environment. * Proficiency in MEDDIC sales methodology and significant experience with Salesforce is highly regarded. * Proven ability to drive product adoption, customer satisfaction (NPS), and retention results. * Technically confident and able to guide customers through setup, usage, and best practices. * Strong communication and relationship-building skills across multiple stakeholder levels * Comfortable working with data and insights to identify trends, risks, and opportunities. * Collaborative team player who enjoys working with Account Managers, Product, and Marketing to deliver customer value. * A good understanding of the digital advertising/search marketing industry – preferred. * Commercial Acumen: Proven success in achieving revenue targets and a strong understanding of ROI-based selling. * Strategic Planning: Skilled in building detailed account plans and stakeholder maps for complex, multi-layered organizations. * Industry Knowledge: A deep understanding of the SaaS ecosystem, digital marketing, and how digital transformation drives business value within the ANZ market. We are: We are passionate about what we do. Our team is super collaborative, diverse, and it’s a fun place to work. Our culture is fast-paced, and our employees grow as we do. You’ll have plenty of personal development and coaching opportunities. We are ideas people. We encourage our employees to think outside the box and always champion new ways of working. What's in it for you: * A range of flexible working options to dedicate time to what matters to you * Competitive compensation package including quarterly commission and annual company bonus. * 25 days holiday (plus public holidays) * Two (paid) volunteering days a year to spend your time giving back to the causes that matter to you and your community * Rich learning and development opportunities supported through the Trustpilot Academy and Blinkist * Superannuation, salary continuance and life insurance * Full access to Headspace, a popular mindfulness app-based service designed to promote positive mental health and access to a 24/7 Employee Assistance Plan * Paid parental leave * Cycle to work scheme * A buzzy office at 55 Collins Street with a fully stocked fridge and all the snacks and refreshments you can ask for There are also regular socials, lunches and fun offsite strategy sessions — and tons of opportunities to connect and have fun as a team #LI-Hybrid #LI-KW1 About us Trustpilot began in 2007 with a simple yet powerful idea that is more relevant today than ever — to be the universal symbol of trust, bringing consumers and businesses together through reviews. Trustpilot is open, independent, and impartial — we help consumers make the right choices and businesses to build trust, grow and improve. Today, we have more than 350 million reviews and 60 million monthly active users across the globe, with 149 billion annual Trustpilot brand impressions, and the numbers keep growing. We have more than 1000 employees and we’re headquartered in Copenhagen, with operations in  Amsterdam, Denver, Edinburgh, Hamburg, London, Melbourne, Milan and New York.  We’re driven by connection. It’s at the heart of what we do. Our culture keeps things fresh –– it’s built on the relationships we create. We talk, we laugh, we collaborate and we respect each other. We work across borders and cultures to be the universal symbol of trust in an ever-changing world. With vibrant office locations worldwide and over 50 nationalities, we’re proud to be an equal opportunity workplace with diverse perspectives and ideas.  Our purpose to help people and businesses help each other is a tall order, but we keep it real. We’re a great bunch of humans, doing awesome stuff, without fuss or pretense. A successful Trustpilot future is driven by you –– we give you the autonomy to shape a career you can be proud of. If you’re ready to grow, let’s go. Join us at the heart of trust. Trustpilot is committed to creating an inclusive environment where people from all backgrounds can thrive and where different viewpoints and experiences are valued and respected. Trustpilot will consider all applications for employment without regard to race, ethnicity, national origin, religious beliefs, gender identity or expression, sexual orientation, neurodiversity, disability, age, parental or veteran status. Together, we are the heart of trust. Trustpilot is a global company and our data practices are designed to ensure that your personally identifiable information is appropriately protected. Please note that your personal information will be transferred, accessed, and stored globally as necessary for the uses and disclosures stated in our Privacy Policy. If you have a disability and would like to discuss any adjustments you might need either in submitting your application, or to the recruitment process more generally, please let us know by contacting our Talent Acquisition Team (talent.acquisition@trustpilot.com) quoting the role you wish to apply for.

Kraftsam Rekrytering & Bemanning AB

Vi söker en Senior Account Manager med minst två års erfarenhet som vill ta nästa steg i karriären! Arbetsuppgifter:Är du en erfaren säljare som känner att det är dags för en större utmaning? Som Senior Account Manager ansvarar du för att driva komplexa affärer, utveckla strategiska kundrelationer och bidra till företagets fortsatta tillväxt. Du arbetar med hela försäljningsprocessen från prospektering och behovsanalys till förhandling och avslut. Rollen innebär stort ansvar och passar dig som vill ta en nyckelposition där du får möjlighet att påverka både affärer och framtida tillväxt. Kvalifikationer: Vi söker dig som redan har visat resultat inom försäljning och är redo för nästa nivå. För att lyckas i rollen ser vi att du: Har minst två års erfarenhet som Account Manager eller motsvarande Har dokumenterade säljresultat Är van att driva affärer självständigt Har erfarenhet av B2B-försäljning Kommunicerar professionellt på svenska och engelska Har god affärsförståelse Personliga egenskaper: Du är en person som tar ägarskap över dina affärer och ser möjligheter där andra ser hinder. Vi ser gärna att du: Är affärsdriven och resultatorienterad Har stark förmåga att bygga förtroende Är strategisk och lösningsorienterad Trivs med stort ansvar Har hög egen motivation Vill fortsätta utvecklas inom försäljning och ledarskap Bidrar till en positiv och professionell företagskultur