Concierge Service Manager

Job description

Nexus Elite Concierge Service Manager - LATAM The role: We are looking for an organised, proactive and service-oriented Nexus Elite Concierge Service Manager - LATAM to support the Head of SiGMA Nexus Elite in delivering a premium, highly personalised experience for Nexus Elite members across LATAM . The role will take ownership of the day-to-day delivery of the Nexus Elite concierge service within the LATAM region, acting as a key point of contact for members before, during and after SiGMA events and Nexus Elite experiences. The Concierge Service Manager will work closely with the Head of Nexus Elite and relevant internal teams to coordinate member requirements, manage concierge requests, support exclusive events and experiences, and ensure each member receives seamless and personalised service. The role requires excellent organisational and communication skills, strong knowledge of the LATAM market, discretion, attention to detail and a natural ability to build trusted relationships with C-level executives and senior industry stakeholders. Key Responsibilities Concierge & Member Services Act as the primary concierge contact for Nexus Elite members across LATAM. Manage member requests, including accommodation, transportation, local recommendations and event-related needs. Coordinate individual member requirements before and during SiGMA events and Nexus Elite experiences. Deliver personalised, proactive communication and on-site support. Ensure Nexus Elite benefits, access and member deliverables are fulfilled to a high standard. Membership & Relationship Management Build and maintain strong relationships with Nexus Elite members across LATAM. Identify and engage C-level executives and key decision-makers across LATAM, driving participation in SiGMA World and Nexus Elite experiences. Support the Head of Nexus Elite with member onboarding, engagement and regional membership growth. Understand member preferences, interests and requirements to provide a personalised experience. Manage invitations, confirmations and attendance for Nexus Elite experiences. Identify and escalate relevant relationship and commercial opportunities. LATAM Events & Experiences Support the planning and delivery of Nexus Elite dinners, golf days, gatherings, retreats and other exclusive experiences across LATAM. Coordinate guest requirements, communications and event logistics. Liaise with hotels, venues, transportation providers and other local partners. Build and maintain a reliable network of high-quality suppliers across the region. Coordinate with internal Events, Sales and Marketing teams to ensure seamless delivery. Provide on-site support at key Nexus Elite and SiGMA events. Data, Reporting & Regional Insights Maintain accurate member profiles, preferences, event attendance and activity within the CRM and relevant internal systems. Track member engagement and gather feedback to support the continued development of Nexus Elite in LATAM. Identify regional trends, opportunities and areas for improvement. Provide regular updates to the Head of Nexus Elite on member activity, feedback and regional developments. Internal Coordination & Support Report directly to and work closely with the Head of SiGMA Nexus Elite. Ensure relevant member information and requirements are communicated effectively across internal teams. Support the development of Nexus Elite processes, workflows, benefits and experiences. Represent Nexus Elite professionally and discreetly when engaging with senior executives, members, partners and industry stakeholders. Undertake additional responsibilities as required to support Nexus Elite objectives. Ideal Candidate: The ideal candidate will be highly organised, personable and service-oriented, with a strong understanding of the LATAM market and a natural ability to build trusted relationships with senior executives. They should have previous experience within concierge, hospitality, VIP services, events, relationship management or a similar client-facing role. Strong communication and relationship-building skills, excellent attention to detail and the ability to manage multiple requests and changing priorities simultaneously are essential. The successful candidate should be proactive, solutions-focused and comfortable anticipating member needs while maintaining a high level of discretion and professionalism. Fluent English and Spanish are required. Portuguese would be a strong advantage. Experience within iGaming, gaming, fintech or a related industry would also be advantageous. The role requires willingness and ability to travel across LATAM and internationally for key SiGMA events.