Client Experience - Concierge

Client Experience - Concierge ProfileThe 1916 Company is the world's leading destination and global community for collectible luxury watches and fine jewelry. Comprising more than 20 boutiques and Collector's Lounges in important watch markets worldwide, The 1916 Company brings together the legacies of WatchBox, Govberg Jewelers, Radcliffe Jewelers, and Hyde Park Jewelers to offer a curated selection of timepieces and fine jewelry – both new and pre-owned – by the most respected brands, a dynamic media platform, and the support of trusted client advisors. The 1916 Company's vibrant community extends from coast to coast and around the world.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.Key ResponsibilitiesGreeting clients warmly, offering personalized service from the moment they enter the store.Matching clients with available advisors.Providing hospitality, including offering refreshments and ensuring client comfort.Maintaining a polished, professional presence that reflects the store's luxury standards.Assisting in coordinating in-store experiences, private appointments, and special events.Facilitating smooth transitions between different touchpoints of the client's journey in-store.Providing basic product knowledge and brand information, directing inquiries to appropriate Client Professionals.Assisting with store navigation, ensuring clients receive undivided attention and personalized service.Supporting in managing appointments, reservations, and client requests efficiently.Learning and remembering client preferences to contribute to a more tailored experience.Handling special client requests, such as securing a private shopping area or arranging gift wrapping and delivery services.Maintaining the appearance of the client reception area, ensuring it is immaculate and inviting.Coordinating with the managers and back-office teams to enhance client experience.Assisting with administrative tasks such as scheduling, CRM updates, and appointment follow-up when needed.Restocking refrigerators and other hospitality supplies throughout the store.Checking the 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 & SkillsPreferred experience in luxury retail, hospitality, or a client-facing role.Exceptional verbal and written communication skills with a polished and professional demeanor.Passion for delivering personalized service and creating memorable experiences.Ability to anticipate and address client needs with discretion and efficiency.Strong ability to manage multiple tasks while maintaining a high level of service.Proficiency in CRM systems, appointment scheduling tools, basic Microsoft office software and Canva.Understanding of luxury brand culture, etiquette, and service expectations.Core CompetenciesAbility to make every client feel valued and welcome.Ensuring every aspect of the store environment and client experience is flawless.Handling VIP and high-profile clients with the utmost confidentiality and care.Working seamlessly with Sales Professionals, Managers, and support teams.Ability to adjust to dynamic client needs and in-store experiences.Performance MetricsClient 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