Concierge Director - Jackson Dawson

Overview

Jackson Dawson is looking to welcome a Concierge Director to join a Performance Vehicle Concierge Team!

In this role, you will manage a remote-and-in-office-based concierge team responsible for managing and personalizing the customer experience for high-net-worth individuals in their endeavor to purchase an exclusive ultra-high-performance vehicle. You will provide superior knowledge and understanding of the program, processes, and product to support the concierge team as they take customers through each phase of the journey

You will work closely with the program management team to develop and enhance procedures to ensure the concierge can achieve individual program milestones. You will monitor concierges during their customer interactions and mentor them as needed. You will also be responsible for your own market of customers who you will manage through the sales funnel. You will be responsible for ensuring the efficient and effective use of systems and program operations (including phone and email) and working with the IT lead on updating, testing, and validating new OEM data into the internal CRM system.

The ideal candidate possesses strong customer service experience to lead and manage the team. They must be confident and persuasive, detail-oriented and be able to drive projects to deadlines while delivering an elevated customer experience. Additionally, they must be highly collaborative and willing to do the “little things” necessary to support the team in delivering seamless virtual experiences.

Candidates must live in the Dallas metro area and be available to work onsite 3-4 days per week, or as needed.

Responsibilities

• Dialogue directly with internal account management team, production team, and HR regarding staff performance issues
• Provide timely customer status reports to the internal account management team
• Proactively identify problem areas that may negatively impact on the team’s ability to meet program requirements and escalate to account team in a timely manner
• Work with account team and production team to load level team responsibilities and assignments to achieve program objectives
• Perform annual performance reviews and administer personal performance plans, as necessary
• Manage team staffing and vacation schedules
• Work directly with the concierges, project manager and cross functional teams to develop, coordinate, and deliver personalized, virtual customer experiences
• Represent concierge team in meetings to facilitate communications between concierge and client teams to ensure alignment on program objectives
• Effectively manage program tasks, timelines, and communications
• Act as first tier escalation resolution and ability to effectively summarize and communicate any unresolved issues to account team with resolution suggestions and insights
• Track all open escalations until resolved
• Track and report metrics involved with meetings, programs, or events
• Maintain project plans to meet defined timelines
• Obtain proficiency with project-enabling tools and technologies including virtual meeting platform, program management databases, customer CRM and related systems
• Other duties as assigned

Qualifications

• A bachelor’s degree or above, preferably in marketing, communications, hospitality and / or design related field, preferred
• Minimum of (5) five years of experience managing sales and/or marketing teams, customer events, consumer experiences and/or meeting planning
• Exceptional organization, communication, and interpersonal skills
• Demonstrated ability to develop and manage multiple and diverse projects through to completion
• Strong leadership traits and ability to engage and relate with people at all levels
• High level of competence with basic office software: MS Word, PowerPoint, and Excel
• Professional appearance and manner
• Ability to work extended or alternative hours on occasion
• Fluent in English language (multilingual is a plus)
• Experience in the luxury hospitality industry
• Motorsports enthusiast
• Experience with CRM software tools