Personalization Manager

Job Description

Position Summary:

The Personalization Manager is responsible for delivering premium, personalized experiences to our VIP customers. This role focuses on building long-term relationships and ensuring each customer receives exceptional, tailored service. The Personalizatoin Manager will act as a trusted advisor and advocate, anticipating client needs and exceeding expectations.

Key Responsibilities:

1. Customer Relationship Management

- Build and manage strong relationships with VIP clients, gaining a thorough understanding of their preferences and expectations.

- Serve as the primary point of contact for VIP customers, delivering customized solutions and responding promptly to their needs.

2. Personalized Service Delivery

- Ensure every interaction reflects the brand’s luxury standards and unwavering commitment to service excellence.

- Anticipate customer needs and proactively provide services, products, or solutions that enhance their overall experience.

3. Issue Resolution

- Resolve any concerns or complaints from VIP clients with urgency, professionalism, and care, ensuring satisfactory outcomes.

- Collaborate with internal teams to swiftly address product or service-related issues.

4. Feedback Collection & Reporting

- Collect and analyze feedback from VIP customers to identify opportunities for service and product improvement.

- Prepare and present reports on customer satisfaction trends and insights to support strategic decisions.

5. Knowledge and Training Development

- Maintain a deep understanding of the company’s products, services, and brand standards relevant to VIP care.

- Support the training and mentoring/adudiung of customer care on VIP service best practices.

Job Requirement

Requirements:

- Bachelor’s degree in business, hospitality, or a related field.

- Minimum of 3 years’ experience in customer service, preferably with luxury or high-value clientele.

- Thorough understanding of luxury market expectations and customer service dynamics.

- Outstanding communication and interpersonal skills, with an emphasis on cultivating lasting relationships. Sense of unreasonable hospitality.

- Strong problem-solving ability and composure under pressure.

- Proficiency in CRM software and other customer management tools.

- High emotional intelligence and strong empathy toward customer needs.

- Self-motivated, results-driven, and capable of working independently while supporting/ motivating team success.

- Professional appearance and demeanor appropriate for a luxury brand environment.

- Passion for delivering exceptional customer experiences and consistently high service standards.