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 Le Club FICOFI Advisors (LCFAs), 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:
KEY RESPONSIBLITIES
Wine journey coordination of Le Club FICOFI® Members :
- Data entry into database of prospective Members, and management of database
- Collection of member's data
- Creation and follow-up of member's files.
- Regular communication with members or their assistants, under the direct control of Le Club FICOFI® Advisor.
- Information qualification: coordination of 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 regular basis.
- Le Club FICOFI® Events: follow-up on invitations, monitoring of attendance list, table plans preparation.
- 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).
Sales assistances:
- Assistance to the Le Club FICOFI ® 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 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 Le Club FICOFI® 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.
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 team in various working groups and/or projects within FICOFI group.
These duties require a perfect knowledge of:
- Customer Accounts within the assigned zones and provide support to the Membership Services Managers (MSMs) as needed.
- High-net-worth clients environment
- Le Club FICOFI® activities & services
- Internal working processes, Company's Information System, Communication & reporting tools.
Zones to cover: Southeast Asia or any other zone whenever needed.
KEY SKILLS & QUALIFICATIONS
- Professional Experience: minimum 3-5 years in high-net-worth client account management, in an international setting and ideally within luxury services.
- Customer Focus and Adaptability: Demonstrates a high level of customer orientation and flexibility.
- Attention to Detail and Organizational Skills: Meticulous, well-organized, and able to respond efficiently to high volumes or diverse flows of information and requests.
- 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.
