Members Service Manager

Roles & Responsibilities

ABOUT THE POSITION:

The Members Services Manager (MSM) plays a key role in coordinating sales and services activities for Le Club FICOFI Members, as well as providing essential support to the sales team. This role collaborates closely with wine advisors, Members Services Managers (MSMs) and other departments, delivering strong administrative support to drive revenue growth.

Reporting directly to the Head of Member Services in France, this role will initially encompass, but is not limited to, the following responsibilities :

MAIN FIELD OF RESPONSIBLITIES:

1. Sales coordination Members/Clients

• Data entry into database of prospective clients/Members, and management of database
• Collection of client or member's data
• Creation and follow-up of clients or member's files.
• Regular communication with clients/members or their assistants, under the direct control of Le Club FICOFI Advisor.
• Information qualification: coordination of client or member's requests and/or delegation to the appropriate internal services, in particular follow-up on and control of: Purchases; Sales; Deliveries; Logistics issues; Accounting.
• Follow-up on invoicing and chasing of payments on a daily basis.
• Le Club FICOFI Events & Trips : follow-up on invitations, monitoring of attendance list, table plans preparation, coordination with Event & Marketing Team, invoicing.
• Participation in local wine tasting events: welcoming Members on site.
• Hotel and restaurant bookings, and other service-oriented tasks relating to Le Club FICOFI activities.
• Close contact and delivery follow-up with our local forwarding agent of any wine deliveries to be arranged to clients in restaurants or personal addresses, mainly in Southeast Asia.
• Launch and coordination of "group" activities for Members (e.g. group shipments from wine cellars, vineyard visits, etc).

2. Sales Assistance:

• Assistance to the Advisors in the prospecting stage; sales correspondence, arranging meetings, sales and wine offers.
• Sales support with day-to-day customer follow-up, working closely to define the sales targets & to monitor regularly the business objectives.
• Follow up and analysis of client's reports (relating to all activities for the account).
• File preparation for Advisors as and when needed for clients' meetings.
• Consolidation of operational activities and issues of the zone for weekly reporting to Head of Members Services Manager.

3. Participation in service development and process improvement:

• Contribution to the experience/knowledge sharing within the team.
• Operational processes update of new or existing guidelines.
• Be part of the Sales team in various working groups and/or projects within FICOFI group.
• Participate in Cross-Departments or Global Company's seminars (travel frequency : once to twice a year)

These duties require a perfect knowledge of:

• Possess in-depth knowledge of Customer Accounts within the assigned zones and provide support to the Membership Services Managers (MSMs) as needed.
• Client-focused environment with a strong emphasis on service excellence
• Activities & services
• Internal working processes, Company's Information System, Communication & reporting tools.

Zones to cover:

Southeast Asia or any other zone whenever needed.

It is not an exhaustive list of all responsibilities, duties, or skills required, and the candidate may be required to perform other duties (that you are skilled to perform) as needed.

KEY SKILLS & QUALIFICATIONS:

Professional Experience: 3–5 years of experience in client account management within an international setting, ideally in premium or luxury services, or other environments with a focus on high service standards and personalized client engagement.

Customer Focus and Adaptability: Demonstrates a high level of customer orientation and flexibility, adaptability and reactivity.

Attention to Detail and Organizational Skills: Meticulous, organization champion, multitasking capabilities, strong priorities management skills and able to respond efficiently to high volumes or diverse flows of information and requests in a fast-paced environment.

Communication and Teamwork: Strong communication skills with a positive, collaborative, people-centered approach to proactively support daily operations.

Analytical and Problem-Solving Skills: Possesses strong problem-solving and analytical capabilities.

Personal Interests: An interest in fine wine (optional)