Location: Victoria, London
Schedule: Monday–Friday, 09:00–18:00, plus additional hours as required to fulfil the role
TOWNHOUSE – WHO WE ARE
Since 2013, Townhouse has been enhancing every aspect of our clients’ daily lives through anticipatory service, discretion, and meticulous attention to detail. Trained in some of the world’s most exclusive hotels, luxury hospitality is embedded in our culture and shapes the standards we bring to private residences, lifestyle management, and travel.
Townhouse is a London- and Geneva-based private office serving international UHNW individuals. We support clients across the full residential lifecycle — from property search and relocation through to ongoing management and short stays — complemented by bespoke travel, lifestyle, and advisory services.
JOB SPECIFICATION – WHAT YOU’LL DO
As an Account Manager, you will play a central role in delivering Townhouse’s private client offering across residences, lifestyle, and travel. Acting as a key day-to-day contact for assigned clients, you will ensure every service is delivered seamlessly, proactively, and to the highest possible standard.
You will be responsible for managing client relationships, coordinating requests, and overseeing service delivery across a varied portfolio. You will work closely with internal teams, external partners, and household staff to ensure consistency, efficiency, and excellence at every touchpoint.
This role requires a hospitality-led mindset, strong operational judgement, and the ability to manage multiple workstreams with precision and discretion. You will be expected not only to respond effectively to client needs, but to anticipate them — creating a highly personalised and effortless experience that reflects the Townhouse standard.
Key Responsibilities
Client Relationship Management & Service Delivery
- Act as a principal day-to-day point of contact for assigned clients and their representatives.
- Build trusted, professional relationships through discretion, responsiveness, and excellent judgement.
- Develop a detailed understanding of each client’s preferences, routines, priorities, and lifestyle requirements.
- Ensure all requests are managed efficiently, accurately, and with exceptional follow-through.
- Maintain up-to-date client profiles, service notes, and account records to support anticipatory service.
- Foster strong relationships with clients and their family offices, proactively identifying opportunities to offer additional services or products that elevate service standards.
- Monitor client satisfaction, gather feedback, and escalate issues appropriately where needed.
Lifestyle Management
- Manage a broad range of lifestyle requests, including dining, events, shopping, entertainment, gifting, and personal arrangements.
- Conduct high-quality research and present suitable, well-considered options in line with client preferences.
- Coordinate bookings, reservations, and access to bespoke experiences with attention to detail and discretion.
- Ensure all lifestyle services are delivered to the same standard as Townhouse’s residential offering.
Travel Management
- Coordinate complex domestic and international travel arrangements for clients and, where required, their guests or staff.
- Build detailed itineraries covering transport, accommodation, transfers, dining, security, and special requirements.
- Liaise with hotels, travel providers, and on-the-ground partners to ensure a seamless end-to-end experience.
- Manage last-minute changes calmly and effectively, maintaining continuity and reassurance throughout.
- Coordinate travel arrangements and craft detailed, seamless itineraries using the relevant platforms and tools.
Private Residence
- Manage the delivery of services across client residences in collaboration with internal teams, suppliers, and household staff.
- Lead the pre-arrival planning, property readiness, housekeeping standards, maintenance coordination, and stock management where relevant.
- Ensure that residential service delivery reflects the wider client strategy and agreed standards.
- Conduct residence visits where required to support oversight, quality control, or project coordination.
Supplier & Partner Management
- Build and maintain strong relationships with trusted external suppliers and service partners.
- Source new providers where needed, ensuring quality, reliability, discretion, and value.
- Oversee supplier performance and help maintain service consistency across all external touchpoints.
- Support the continuous refinement of Townhouse’s preferred partner network.
Operational Administration
- Prepare high-quality client-facing documents, reports, itineraries, and presentations.
- Maintain accurate billing information, service logs, monthly reports and account administration.
- Use internal systems and platforms confidently to track tasks, workflows, and account activity.
- Ensure all account activity is recorded clearly and managed in a structured, professional manner.
Commercial Awareness & Account Growth
- Identify opportunities to deepen client engagement and expand service take-up across residences, lifestyle, and travel.
- Contribute ideas that enhance the client experience while supporting account development and retention.
- Support the Director of Private Residences and Private Client Experience in identifying patterns, opportunities, and areas for service improvement across the client portfolio.
This job description is not exhaustive of all tasks and responsibilities that may vary and be required from time to time.
Person Specification
This role requires a highly organised, polished, and emotionally intelligent individual with experience in luxury hospitality, private households, private client management, or high-end concierge/travel services.
You will be service-led, commercially aware, and confident operating in a high-expectation environment where discretion, flexibility, and precision are essential.
Required Skills & Experience
- Experience in luxury hospitality, private household management, lifestyle management, or a similar high-service environment.
- Knowledge of Arabic is essential, French as preferred optional
- Proven ability to manage multiple client requests and operational priorities simultaneously.
- Strong interpersonal skills and the ability to build trust with UHNW clients and their representatives.
- Excellent organisational skills and close attention to detail.
- Possesses a naturally inquisitive mindset, with a keen interest in exploring new openings and emerging service offerings.
- Ability to remain calm, resourceful, and solutions-focused under pressure.
- Strong written and verbal communication skills in English; additional languages are advantageous.
- Commercial awareness and an understanding of high-value client relationship management.
- Confidence using Microsoft Office and operational platforms such as task management, CRM, finance, or workflow systems.
- A proactive mindset with the ability to anticipate needs and take ownership of outcomes.
Benefits
Townhouse is committed to fostering a high-performance, supportive environment where ambitious individuals can grow and thrive.
Benefits include:
- 20 days annual leave, in line with company benefits guide
- Discretionary performance bonus (bi-annual and year-end)
- Aviva pension scheme
- Monthly team socials, seasonal events, and WFH allowances
- One-month paid sabbatical after five years of service