Corporate Accounts & Service Operations Manager

This role is responsible for overseeing the day-to-day operations, service performance, and client management of Quintessentially's Elite Servicing office in Dubai.

The position combines account ownership, operational oversight, service quality governance, and team coordination, with a primary focus on a flagship global account, alongside a portfolio of Elite corporate accounts.

The role acts as the central control point between client expectations and service delivery, ensuring consistency, accountability, and continuous improvement across all Elite accounts.

Key Responsibilities:

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

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