Key Responsibilities

JOB DESCRIPTION

Relationship Ownership Serve as the primary point of contact for all Elite clients, maintaining a refined, high-touch, and discreet communication style. Build and nurture long-term relationships based on trust, personalization, and emotional understanding. Maintain a detailed “Elite Client Dossier” capturing personal interests, lifestyle preferences, communication style, family details, special occasions, and behavioural notes. Concierge-Level Client Experience Anticipate client needs and design proactive, tailored engagement moments — from milestone celebrations to lifestyle-aligned gestures. Curate personalized hospitality experiences (airport support, private meetings, bespoke handovers, reservations, etc.) when clients visit Dubai. Coordinate with internal and external partners to deliver exclusive gifts, experiences, and touchpoints aligned with the client’s preferences and achievements. Ensure Ellington is present in key personal milestones (awards, events, family achievements) in a respectful, brand-appropriate manner. Internal Coordination & Fast-Track Execution Act as the “Elite Orchestrator” between all internal teams (CRM, Collections, Contracts, Handover, Legal, Projects, GA). Push, track, and escalate Elite requests using the Elite – Fast Track process with accelerated SLAs. Ensure all Elite cases receive immediate visibility, priority handling, and timely resolution. Maintain an Elite dashboard with real-time status updates, SLA compliance, and executive-level reporting. Client Communication & Engagement Strategy Deliver personalized updates to clients before they request them (SPA, Oqood, NOC, handover, valuations, DLP, etc.). Create tailored communication strategies for individual Elite profiles (tone, frequency, channel preference). Prepare relationship reports summarizing client health, touchpoints, preferences, and future opportunities. Loyalty, Retention & Referral Growth Identify reinvestment opportunities through client preferences, portfolio performance, and behavioural insights. Strengthen loyalty by designing periodic Elite engagement moments, private gatherings, or exclusive experiences. Encourage natural referrals through emotional bonding and high-trust relationships (not transactional incentives). Brand Stewardship Uphold Ellington’s luxury brand standards in every interaction, message, event, and gesture. Represent Ellington in VIP environments with professionalism, cultural intelligence, and discretion. Maintain the highest level of confidentiality regarding client information and personal matters.