As an Executive VIP Lead, you will contribute to Sirva's success by serving as the single point of contact to Sirva's EVIP customers during their mobility journey. The role is service focused, with the organizational ability to support, monitor and consult with customers across a variety of clients. The Executive VIP Lead is responsible for the daily service delivery of the designated clients' VIP relocation programs. He/she will work as part of a global EVIP team and will be required to assist with other urgent queries that come in outside of hours for the other regions. The EVIP Lead will provide an exceptional level of oversight to each customer's move or assignment and is responsible for maintaining high customer satisfaction results. He/she will need to communicate in a highly proactive manner and will serve as the ambassador for Sirva, ensuring that all customer issues are resolved as quickly as possible. Due to the high-touch level of service required, the EVIP Lead will handle a reduced caseload.

• Oversee the delivery of the entire spectrum of relocation management services, including policy counselling, destination services, household goods shipping, destination services, intercultural services, visa/immigration services, language training, ongoing assignment support, and repatriation.
• Interpret the designated clients' relocation policies and procedures and evaluate different options to provide advice and consultation to relocating employees based on their particular needs and country-specific requirements.
• Anticipate, manage and resolve problems quickly and creatively
• Partners with other internal customer support teams and external providers to ensure all customer needs are promptly met, coordinating and responding as a single support team for the customer
• Consult with clients on authorised services and potential exceptions
• Respond to relocating employees on the same business day, ideally within 4 hours
• Provide on-going consultation to the customer during the entire length of the international assignment
• Prepare status updates reports of their files and participate in weekly client meetings as required
• Become the Subject Matter Expert on client policy and operating procedures.
• Recommend process improvements to drive efficiencies.
• Participate, as required in Sales efforts, demonstrating a strong level of knowledge and passion for providing outstanding customer service.
• Flexibility around working hours as some calls may be required outside of core hours to accommodate VIP employee schedules.
• Ability to act as the single point of contact and accountability on all EVIP moves, ensuring that all supplier written communication has been vetted and that an employee is never asked for the same information by multiple parties.
• May include face to face visits with the relocating employee at key milestones of the move (if authorised and paid for by the client)

• High school diploma or equivalent
• University degree or 3-4 years' work experience in a customer experience, business operations role
• Minimum of 5 years' mobility experience
• Overall Quality scores of 4.4 or above for the past year (for internal candidates)
• Proven ability to maintain a sense of urgency and priorities while delivering results in a fast-paced environment

• Digitally focused with demonstrated comfort utilizing multiple technology platforms as an integrated component of their day-to-day role.
• Embraces new technology and can easily incorporate into ways of working.
• Ability to navigate multiple technology platforms simultaneously.

Cognitive Skills

• Experience providing highly organized delivery, demonstrable problem-solving skills and high attention to detail.
• Experience of exercising judgement in owning complex processes, through to completion and resolution.
• Able to anticipate potential problems and develop effective solutions without immediate direction or supervision
• Able to think creatively and successfully navigate ambiguity to solve problems quickly and efficiently.
• Strong accountability for success of customer experience.
• Curiosity and hunger to learn and to grow alongside a transforming organization.

• Strong customer service and trusted advisor mindset in both proactive and reactive scenarios.

• Able to easily and quickly build trusted relationships through a customer service mindset in both proactive and responsive scenarios. Ability to support multiple VIP personas, and to customize communication style to each VIP and their family.

• Able to operate in a team environment with shared goals and responsibilities, in support of positive customer experiences.
• Displays confident, calm demeanor, particularly in difficult, emotional, or stressful situations.
• Strong collaborator and team player.
• Demonstrates a global mindset and is culturally aware.
• Excellent written, verbal communication and interpersonal skills.

• Competitive salary and incentive plans
• Workplace flexibility for a balanced work/life approach
• Comprehensive benefits packages and wellness program
• Generous company-paid vacation days and holiday time
• Innovative, collaborative, diverse corporate culture
• Ongoing opportunities for learning and career development

SIRVA Worldwide Relocation and Moving is a global leader in moving and relocation services, offering solutions for mobility programs to companies of every size. With 75 owned locations and more than 1,000 franchised and agent locations in 177 countries, we offer unmatched global breadth supported by localized attention and innovative technology that strikes the right balance of self service and human support. From relocation and household goods to commercial moving and storage, our portfolio of Brands (SIRVA, Team Relocations, Allied, northAmerican, & SMARTBOX) provides the only integrated moving/relocation solution in the industry. By leveraging our global network, we deliver a superior experience that only a "one-stop shop" can provide. We're a team that works globally to provide the best service locally - a company that is everything you need, everywhere you need it. For more information please visit .

SIRVA brings together strong, collaborative people in a dynamic culture of mutual respect, support, and passion for the brand and product. We believe innovation drives winning performance, and we constantly challenge ourselves to be the very best we can in every aspect of our business. You will be surrounded by some of the brightest and most driven people in the industry. At SIRVA, you will be in great company!

At SIRVA, we're committed to cultivating a workplace that reflects the diversity of the global organizations that we serve. We recognize that building an inclusive, engaged company culture results in empowered employees that reflect a wide range of approaches and perspectives. Those perspectives lead to new ideas. New ideas lead to innovation and excellence. Our approach to diversity, equality and inclusion is driven by a commitment to these values and a belief that diversity makes our company stronger.

SIRVA is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, military status, genetic information or any other consideration made unlawful by applicable federal, state, or local laws. SIRVA also prohibits harassment of applicants and employees based on any of these protected categories.

If you need a reasonable accommodation because of a disability of any part of the employment process, please send an email to Human Resources at and let us know the nature of your request and your contact information.