Client Experience - Concierge

Client Experience - Concierge Profile

The Concierge serves as the first point of contact for clients, setting the tone for an exceptional luxury shopping experience with The 1916 Company. This individual is responsible for creating a warm and welcoming environment, assisting with client needs, and providing seamless service throughout their visit. The Concierge will anticipate client expectations, coordinate personalized experiences, and support the sales team in delivering an elevated level of hospitality and exclusivity. Previous experience in the retail jewelry, diamonds, and fine watches field is a plus.

The Concierge is an integral part of the luxury retail experience, ensuring each client interaction is seamless, elegant, and memorable. By embodying hospitality, discretion, and service excellence, this role enhances the prestige of the store and fosters deep client relationships.

Client Experience & Hospitality

• Greeting clients warmly, offering personalized service from the moment they enter the store.
• Match clients with available and advisors.
• Provide hospitality, including offering refreshments and ensuring client comfort.
• Maintain a polished, professional presence that reflects the store's luxury standards.
• Assist in coordinating in-store experiences, private appointments, and special events.

Client Support & Assistance

• Facilitate smooth transitions between different touchpoints of the client's journey in-store.
• Provide basic product knowledge and brand information, directing inquiries to appropriate Client Professionals.
• Assist with store navigation, ensuring clients receive undivided attention and personalized service.
• Support in managing appointments, reservations, and client requests efficiently.

Personalized Service & Relationship Building

• Learn and remember client preferences to contribute to a more tailored experience.
• Handle special client requests, such as securing a private shopping area or arranging gift wrapping and delivery services.

Store Operations & Support

• Maintain the appearance of the client reception area, ensuring it is immaculate and inviting.
• Coordinate with the managers and back-office teams to enhance client experience.
• Assist with administrative tasks such as scheduling, CRM updates, and appointment follow-up when needed.
• Restock refrigerators and other hospitality supplies throughout the store.
• Check appearance of spaces, cleaning up flowers, outside of cases, drink and hospitality areas, Windex cases throughout the day, and giving attention to any other areas as needed.

Qualifications & Skills

• Experience: Preferred experience in luxury retail, hospitality, or a client-facing role.
• Communication: Exceptional verbal and written communication skills with a polished and professional demeanor.
• Client-Centric Mindset: Passion for delivering personalized service and creating memorable experiences.
• Problem-Solving: Ability to anticipate and address client needs with discretion and efficiency.
• Organization & Multitasking: Strong ability to manage multiple tasks while maintaining a high level of service.
• Technology: Proficiency in CRM systems, appointment scheduling tools, basic Microsoft office software and Canva.
• Luxury Aesthetic: Understanding of luxury brand culture, etiquette, and service expectations.

Core Competencies

• Hospitality & Warmth: Ability to make every client feel valued and welcome.
• Attention to Detail: Ensuring every aspect of the store environment and client experience is flawless.
• Discretion & Professionalism: Handling VIP and high-profile clients with the utmost confidentiality and care.
• Team Collaboration: Working seamlessly with Sales Professionals, Managers, and support teams.
• Adaptability: Ability to adjust to dynamic client needs and in-store experiences.

Performance Metrics

• Client satisfaction and mystery shop scores.
• Efficiency in managing appointments and store flow.
• Contribution to enhanced client relationships and repeat visits.
• Coordination and execution of special client experiences.

Benefits:

Comprehensive medical, dental, life and short/long term disability and 401(k) plan. Competitive PTO and paid Holiday