Private Client Manager

My client is a phenomenally successful luxury drinks brand who are looking for a senior Account Manager or Private Client Manager, or Luxury Investor Relations Manager to join their fast-growing business to head up their new VIP members club, focused on high-level networking events and tastings. The company works across several areas of the hospitality industry.

This is an opportunity to shape and lead a new function within a growing, prestigious business. You will have had experience engaging with high-net-worth clients and building lasting relationships in a luxury sector. In time, this role will be expected tobuild and mentor a client success team as the business grows, setting best practices and maintaining service excellence.

Responsibilities:

• Serve as the primary point of contact for all client interactions, ensuring a high level of engagement and satisfaction.
• Take full ownership of all pre-existing client enquiries, ensuring seamless service and satisfaction.
• Act as the key problem-solver for clients, resolving issues swiftly and effectively to maintain strong relationships.
• Provide responsive, proactive assistance with investment queries, portfolio updates, and service-related concerns.
• Develop and maintain strong, lasting relationships with clients.
• Provide ongoing support and insights to your portfolio of clients, helping them make informed decisions.
• Develop and implement the customer experience strategy to enhance the overall customer journey, ensuring a premium service tailored to high-net-worth individuals.
• Identify areas for efficiency and implement new procedures to enhance the client experience.
• Track key service metrics and customer feedback, using data to drive continuous improvements.
• Work closely with sales, marketing, logistics, and finance teams to ensure seamless service delivery.
• Organise,manage and attend high-level events and tastings for existing, new and prospective clients.

Candidate:

• Experience in client success, customer service, or account management, in hospitality or luxury investment sector.
• Proven ability to build rapport with high-value clients and tailor services to meet their needs.
• Experience in mentoring or managing a team, with the ability to set and uphold high service standards.
• Strong verbal and written communication skills, with the ability to articulate complex investment concepts clearly.
• Analytical skills to address client concerns effectively and proactively identify solutions.
• Interest in gaining a deep understanding of or keen interest in whisky and wine investments, market trends, and the unique value proposition of these asset classes.
• Ability to thrive in a fast-paced, evolving environment and take initiative in shaping the role and its future team.
• Background - Service-oriented, potentially from hospitality, luxury retail, private members club, investor relations, PE, concierge, account management, events etc.
• Able to use initiative, positive, upbeat
• Client-focused, problem solver, muck in, ready to go the extra mile
• Experience dealing with HNW and UHNW individuals
• Very well presented – ambassador for the business