Corporate Accounts & Service Operations Manager

Overview

1. Elite Office Operations Ownership

• Oversee day-to-day operations of the Elite servicing office
• Monitor request handling to ensure adherence to SOPs and service standards
• Review daily activity, volumes, and team performance
• Support the team in real-time on complex or high-priority requests
• Manage escalations and complaints with structured resolution
• Lead team check-ins and operational updates
• Oversee rota planning and annual leave coordination

2. Account Management – Elite Accounts Portfolio

• Own the relationship and performance across flagship and Elite accounts
• Lead monthly reporting and quarterly business reviews
• Manage client meetings and follow-ups
• Ensure SLA alignment and clear communication
• Drive client engagement and retention

3. Service Quality, Audits & Performance Governance

• Conduct quality audits across calls and requests
• Track KPIs and service performance metrics
• Perform root cause analysis on recurring issues
• Implement corrective actions with teams
• Ensure CRM accuracy and reporting integrity

4. Training, Team Development & Hiring Support

• Train new joiners on Elite accounts and standards
• Identify knowledge gaps and coordinate training
• Support development of Lifestyle Managers
• Participate in hiring when required

5. Retention, Engagement & Predictive Servicing

• Drive member engagement and retention strategies
• Implement predictive servicing approaches
• Identify key member moments and trigger proactive outreach
• Oversee partnerships, offers, and content direction

6. Content & Commercial Support

• Guide content planning and campaigns
• Identify growth and partnership opportunities
• Support business development initiatives

Candidate Profile

• 5–8 years experience in account management, operations, or service delivery
• Experience with high-touch or luxury service environments preferred
• Strong stakeholder management and communication skills
• Data-driven with strong reporting and analytical capabilities
• Ability to manage multiple priorities in a fast-paced environment
• Experience with CRM systems (e.g. Salesforce) preferred
• Success in Role:
• Structured and controlled account management
• Strong client relationships and retention
• Consistent service quality across all accounts
• Early identification and resolution of service issues
• High-performing, aligned servicing team