Partner Office Operations Manager

Expect the best. Experience Better.

For the world’s most discerning individuals, brands and corporates, Quintessentially is the ultimate destination for comprehensive lifestyle management and brand experiences. It’s the pinnacle of personalisation and the epitome of exclusivity.

Combining an unwavering commitment to redefining excellence with a clientele that demands nothing short of perfection, Quintessentially elevates every aspect of its clients’ lives to unparalleled heights through meticulous attention to detail.

As the world’s leading luxury lifestyle management group, Quintessentially has not only paved the way in this space but continues to shape a new standard for luxury concierge services.

Our mission:

We elevate lives by granting access to the very best that life has to offer and creating unforgettable moments through unparalleled personalisation and attention to detail.

Our personality:

Curious: Our innate drive to learn and grow elicits innovation. Culturally attuned and inquisitive by nature, we seek always-on inspiration to deliver ideas impactfully.

Proud: Drawing upon our British heritage, we celebrate our accomplishments in a sophisticated and discerning manner that is executed through everything from our people to our communications

Connected: Relationships are at the core of who we are. We make meaningful and lasting connections on a global scale between people, places, and perspectives that make an impact.

Our values:

Expertise and industry knowledge: Always at the forefront of industry trends, our team of experts has the most extensive knowledge in the luxury sector. This enables us to service the most discerning individuals, create exceptional brand and travel experiences, and provide unparalleled corporate concierge support. But we never rest on our laurels. We continuously seek to enhance this reputation in order to give our members and clients the best service possible.

Attention to detail: We know it’s the smallest touches that make the biggest difference. That’s why we’re committed to providing an exceptional service through the highest level of attention to detail. From the ordinary everyday lifestyle requests to the extraordinary once-in-a-lifetime experiences, we ensure that every interaction, touchpoint, and detail is executed to the highest standard.

Member-first and client-focused: Our members and clients are our raison d’être. They place their trust in us, so we place them at the heart of everything we do. By building personal, long-lasting relationships with each individual member and client, we understand all their needs, preferences, and aspirations perfectly and tailor our services accordingly. With them in mind, we always strive to go above and beyond.

Pursuit of perfection: We know all our clients expect nothing but the best. That’s why we strive not only for excellence but to exceed all expectations. Our unmatched dedication to the pursuit of perfection – whatever that looks like to each individual client – is what sets up apart from the competition.

Philanthropic activity: We believe in the power of philanthropy and aim to contribute positively by leveraging our knowledge and influence across the luxury landscape. Bringing our clients and members along with us, we want to incite meaningful change and have a positive impact on the communities around us – from raising vital funds to spreading awareness.

Job summary:

To provide operational support for the Partner Office network and be responsible for the management, execution and delivery of operating procedures and projects across the network.

They will set clear operational direction, author & own robust SOPs, manage their delivery in a way that enhances working relationships and contributes to consistently excellent standards, and be the key trusted interface between POs & QHQ in all operational matters.

This role will strengthen the Group servicing operations by pursuing the best interests of the brand and Partner Office success through support across all business functions as a centralised contact aligning franchises, regional Hub offices and department Heads based in Q HQ (London).

Main duties & responsibilities:

The most critical aspect of this cross-functional role is to “be a bridge”, connecting all parts of the Group for our Global network.

Ownership, implementation and continual improvement of Servicing & Operational focused manuals, processes, systems and templates in conjunction with QHQ stakeholders & POs.
Collaborate with QHQ Heads of Department & senior stakeholders to identify gaps in support for the PO network vs the Hubs and drive changes to address and bridge these including operational changes & resource need identification.
Where operational issues occur in an office, work with the office and relevant HQ and/or local teams to establish solutions and monitor implementation.
Ensure training is robust across Private & Corporate Servicing Teams and that service levels are met by working closely with Global Service & Training teams & Reporting teams.
Assist with new office launches and office closures including the creation and ownership of SOPs and monitoring of successful execution of processes.
Assist with the onboarding and offboarding of global Corporate clients including support with the creation of onboarding and offboarding guides and materials.
Work with Technical Operations and IT to ensure telephony, CRM systems, email, etc. are set-up according to contractual requirements and in the most efficient manner for reporting and Quintessentially’s internal processes.
Support the IMD in organizing and hosting Global Gatherings & Global Workshops.
Act as “Internal Consultant” advising how to run the Quintessentially Lifestyle franchise business across Operations, HR & Recruitment, Training, New Office Set-up, Established Office Closure, etc.
Conduct occasional Partner Office visits to build relationships, monitor operational standards and support with problem solving.
Create Case Studies based on global success stories (or challenges) to inspire, teach and share best practice.
Represent the Partner Offices within QHQ and pursue their best interests within the company standards and requirements.

Wider generalised remit:

Build strong relationships with internal departments and global franchise offices, analyse & share best practice, ensure consistency of approach and delivery.
Ensure internal communication is strong from HQ to franchises and also among franchises.
Liaise with regional Hubs regularly to ensure up-to-date on regional news, business opportunities and best practice.
Assist Quintessentially regional offices with building franchise and client relationships where relevant.
Understand full scope of work on new projects, then work with Project Management Team to draft, maintain or track project plans for various internal stakeholders and/or external corporate clients.
Oversee Private Membership Servicing functionality and opportunities.
Work with IT department to continue the global rollout of the digital platform.
Support Quintessentially Group in planning and executing short, mid and long-term projects and consider the impact on various stakeholders to ensure a positive result with welcome change.
Develop and recommend changes and improvements to operating models, procedures and practices based on subject matter expertise, understanding of Quintessentially, and market best practice.
Support the business, function and regional teams across the Group by streamlining approvals processes and clearly communicating the policies and guidelines.

Hours of work:

Contractual hours are from 09:00an to 17:30pm Monday to Friday, However, it may be the case that in order to fulfill the duties of the role, different or additional hours may be necessary. Requirement to be on call outside working hours in case of service-related emergency.

If this role is of interest to you, please email your CV to [email protected]