SENIOR FAMILY CONCIERGE MANAGER
Company: DRKSA Money LLC
Function: Member Experience & Family Concierge
Location: Coimbatore / Hybrid
Employment Type: Full-time
Reports to: Founder & Head of Operations
ABOUT DRKSA MONEY
DRKSA Money is building a premium family-office membership experience designed to help families organise their financial lives, access valuable benefits and receive dependable personal assistance. Our services bring together family coordination, financial-planning support, lifestyle benefits and concierge care under one trusted relationship.
ROLE PURPOSE
The Senior Family Concierge Manager will serve as the primary relationship point for DRKSA Money member families. The person will understand each family’s requirements, coordinate services and benefits, manage confidential information and ensure that every commitment is delivered professionally.
This is a senior, hands-on role combining member relationship management, premium concierge service, benefit fulfilment, vendor coordination and team supervision.
KEY RESPONSIBILITIES
Member Onboarding and Relationship Management
- Welcome new families and provide a premium onboarding experience.
- Explain membership benefits, service processes and communication channels.
- Understand each family’s priorities, preferences and support requirements.
- Maintain regular contact and develop long-term, trusted relationships.
- Conduct periodic member-experience reviews and record feedback.
Family Concierge Services
- Coordinate appointments, travel assistance, events, celebrations and lifestyle requests.
- Arrange welcome dinners, family gifts, children’s gifts and other membership experiences.
- Assist members with service-provider identification and booking coordination.
- Monitor each request from receipt through successful completion.
- Handle urgent member requirements calmly and professionally.
Benefits Management
- Coordinate vouchers, insurance assistance, partner offers and membership privileges.
- Maintain an accurate record of benefits issued, utilised, pending and expiring.
- Ensure that each member receives the benefits promised under their membership plan.
- Work with partners to improve the quality and value of member benefits.
- Prevent delays, missed entitlements and service inconsistencies.
Family-Office Coordination
- Collect documents and information required for approved family-planning services.
- Coordinate meetings with financial planners, accountants, legal advisers, insurance professionals and other specialists.
- Track recommendations, appointments, documents and agreed next actions.
- Present clear status updates without providing unauthorised financial, legal or tax advice.
- Protect all personal, financial and family information with strict confidentiality.
Vendor and Partner Management
- Identify and coordinate dependable service providers.
- Obtain quotations and compare service quality, pricing and turnaround time.
- Maintain a verified vendor and partner database.
- Follow up until vendors complete their commitments.
- Escalate service failures and resolve member complaints promptly.
Team Leadership and Operations
- Guide Family Relationship Concierges and Member Experience Desk executives.
- Allocate requests and monitor service standards and response times.
- Develop checklists, templates and standard operating procedures.
- Maintain accurate member records in the CRM and benefit tracker.
- Prepare weekly reports covering open requests, completed benefits, complaints, deadlines and escalations.
- Support continuous improvement of the complete member journey.
CANDIDATE PROFILE
- Bachelor’s degree in hospitality, business administration, banking, travel, customer relations or a related discipline.
- Approximately 7–12 years of experience in premium hospitality, private banking, wealth services, airlines, luxury travel, insurance, healthcare coordination or high-value customer service.
- At least 2–3 years of experience supervising a customer-service or relationship team.
- Excellent spoken and written English.
- Strong Tamil communication is highly preferred.
- Polished, warm and confident personality.
- Excellent organisation, follow-up and problem-solving ability.
- Comfortable using email, WhatsApp Business, Microsoft Office, Google Workspace and CRM systems.
- Able to handle several family requests simultaneously without losing attention to detail.
- High level of discretion, integrity and emotional maturity.
PREFERRED BACKGROUND
Candidates from the following positions may be particularly suitable:
- Guest Relations Manager in a premium hotel
- Customer Experience Manager
- Private Banking Relationship Manager
- Priority Banking Service Manager
- Luxury Travel or Concierge Manager
- Airline Premium Services Manager
- Insurance Relationship Manager
- Hospital International Patient Relations Manager
- Family-office or wealth-management client service professional
PERFORMANCE INDICATORS
- Member satisfaction and retention
- Response and request-completion times
- Percentage of promised benefits delivered on schedule
- Accuracy of member and benefit records
- Number of unresolved complaints or escalations
- Vendor service quality and reliability
- Member referrals and positive feedback
- Confidentiality and compliance with internal procedures
IMPORTANT PROFESSIONAL BOUNDARY
The Senior Family Concierge Manager will coordinate access to qualified professionals but must not independently provide regulated investment advice, legal advice, tax advice or insurance recommendations unless appropriately qualified and formally authorised.
WHAT DRKSA MONEY OFFERS
- A founding leadership opportunity in a growing Dubai-based family-office membership company
- Direct interaction with the founder and leadership team
- Scope to design and lead the member-experience function
- Opportunity to recruit and develop a concierge team
- Exposure to premium family services, financial coordination and strategic partnerships
- Career progression toward Head of Member Experience
IDEAL CANDIDATE
We are looking for someone who does more than answer member requests. The right person will take ownership, anticipate family needs, communicate elegantly and ensure that every DRKSA Money member feels recognised, respected and genuinely cared for.
Pay: Up to ₹80,000.00 per month
Benefits:
- Cell phone reimbursement
- Commuter assistance
- Flexible schedule
- Health insurance
- Internet reimbursement
- Life insurance
- Paid time off
- Work from home
Work Location: In person
