A champion of exceptional Client Experience, the Concierge will lead the store as the Maison Host, coordinate and navigate foot flow through the store, support the appointment culture, act as the metro liaison both for internal and external clients while providing personalized solutions. In addition, the Concierge will also support client events and exceptional experiences for our Clients.
You will lead hosting and act as a service expert in the Maison elevating the day to day hosting in partnership with CDD, Mangers and Client Experience Manager. You will support appointment preparation, logistics, and details to ensure clients feel cherished. Additionally, you will manage the master appointment calendar for the Maison and act as the point of reference for clients who need assistance or information; attending to their wishes and requirements.
Understanding the customer's needs and providing them with a personalized solution; connecting them with an appropriate team member to enhance their in-store experience is key. As Concierge, you will also educate the team on Client Services, including EO, C&C, After-sales, etc., to elevate the service level and manage incoming requests from the Call Center during weekends.
Acquiring extensive knowledge of the premises and nearby venues/businesses to make the most suitable client recommendations. Along with CDD, build relationships and support partnerships with neighboring hotels, restaurants and organizations.
Supporting management with Client Birthdays, anniversaries, and special occasions. Tracking and analyzing ROI on gifting program. Partner closely with Client Services & Events team to maximize impact of commercial events in-store. Identify, research and test new animations and vendors.
A minimum of 3 years in specialty retail experience is preferred. Sophisticated selling and styling skills across different categories with a luxury etiquette, style and presentation skills. Comfortability hosting in foreign/multicultural/multilingual environments. Being a team player, strong partner, proactive attitude with professional presentation, with excellent interpersonal skills and can communicate effectively both verbally and in writing. Self-starter, dependable, punctual, flexible, proficient and accurate in using the POS system and other software as required. Excellent problem-solving skills, computer literacy, passionate for the fashion/luxury-goods industry and demonstrated leadership and delegation experience.