Our client, a hospitality brand with approximately 100 German key VIP customers, is seeking a German-speaking administrator to support their customers with a range of membership support - from welcoming new members both on the phone to coordinating their international travel itineraries and building relationships through in person networking, as well as keeping all the underpinning membership and office administration running smoothly.
This role would suit a fun-loving and personable individual who loves interacting with people and enjoys providing a first-class customer service experience. Hours of work are 10am - 6pm or 11am - 7pm and the role will involve some weekend and evening work!
THE ROLE & YOUR RESPONSIBILITIES:
High focus on potential VIP customers: understand, target and develop relationships with potential high-value customers with daily analysis of the new customers
Outbound calls including new member welcomes, investigation, loyalty, sales, surveys and the reactivation of lapsed members.
Create VIP tailored promotional offers dedicated to the best customers. Analysing, optimising, and reporting campaigns performance including opt-in rate and ROI optimization for each promotion and campaign.
Work closely with the CRM, Operations and Product Teams to initiate actions which will generate and increase the revenue, loyalty and life-time value of the VIP customers
Consistently monitor product issues, listen to the member's feedback for ideas.
Work with the Marketing Team to understand which acquisition channels are bringing high-value customers and suggest more solutions to increase VIP acquisition.
Identify potential issues with high net-worth customers and flag them with relevant stakeholders.
Ensure compliance with all applicable regulations and legislation, ensuring that all risks within areas of responsibility are identified and managed effectively.
You will be expected to attend face-to-face VIP events on weekends and work occasional evenings.
EXPERIENCE SOUGHT IN THE SUCCESSFUL CANDIDATE:
Business fluency in spoken/written German.
At least 2 years' experience of handling customers contact or administration.
Numerate and comfortable with handling data.
Passionate about delivering excellent customer service and ensuring customer satisfaction.
Microsoft Excel skills.
Self-starter with the ability to use their initiative.
Macildowie is a specialist recruitment consultancy with a rich history of enhancing the careers of professionals across the Midlands and the Northern Home Counties. We have an unrivalled understanding of the local market place and recruit for the majority of the regions premier employers. To search for all of our live jobs please visit us at www.macildowie.com.