Automotive Concierge Lead

Overview

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

In this role, you will lead a remote-based concierge team, who are responsible for managing and personalizing the customer experience for high-net-worth individuals selected to purchase an exclusive high-performance vehicle. You will gain a thorough understanding of the program, processes, and product to support the concierge team as they take customers through each phase of the journey. In addition, you will be expected to manage a small group of customers assigned to you.

You will work closely with the internal management team to develop and enhance procedures to ensure the concierge can achieve individual program milestones. Monitor concierge during their customer interactions and mentor as needed. Responsible for managing the system operations (including phone and email), and working with the team coordinator on updating, testing, and validating new OEM data into internal CRM system.

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

Candidate must live in the Detroit metro area and be available to work onsite 1-2 days per week, or as needed.

Responsibilities

• Dialogue directly with management and HR regarding staff performance issues
• Provide timely customer status reports to internal management team
• Proactively identify problem areas that may negatively impact the team's ability to meet program requirements and escalate to management in a timely manner
• Work with management 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 concierge, project coordinator and cross functional teams to develop, coordinate, and deliver personalized, virtual customer experiences
• Represent concierge team in management 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 management with resolution suggestions, 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

• Bachelor's degree or above, preferably in marketing, communications, hospitality and / or design related field, preferred
• Minimum of (3) three years of experience managing marketing projects, 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 / manner
• Ability to work extended or alternative hours on occasion
• Fluent in English language

Nice to Have

• Fluency in French or Spanish
• Experience in the luxury hospitality industry
• Motorsports enthusiast
• Experience with CRM software tools