Concierge Manager

We are seeking an experienced and highly motivated Concierge Manager to lead our concierge team in delivering exceptional, personalized service to every customer and Selfridges VIP. The Concierge Manager will be responsible for overseeing daily operations, ensuring seamless customer experiences, and anticipating the unique needs of our clientele. You will play a vital role in maintaining Selfridges' reputation for outstanding service, going above and beyond to make every visit memorable.

Key Responsibilities:

• Lead the Concierge Team: Oversee and manage a dynamic team of concierge professionals, ensuring consistent, high-quality service. Provide coaching, support, and development to help team members achieve their potential.
• Selfridges Lounge: Oversee the day to day operation of our VIP Lounge, managing the look and feel of the space and working closely with our restaurants team to execute exceptional service. You will work very closely with our VIP Membership and Events team, helping drive and achieve the overall VIP strategy.
• Deliver Exceptional Service: Ensure all customers receive personalized, thoughtful service, whether they need assistance with store navigation, product inquiries, or special requests. Strive to exceed customer expectations at every touchpoint.
• Customer Relationship Management: Build and maintain long-term relationships with VIP clients and high-net-worth individuals, anticipating their needs and offering tailored solutions.
• Coordinate Services: Manage a variety of in-store and external services, including personal shopping appointments, transportation arrangements, restaurant reservations, event access, and other bespoke customer requests.
• Improve Operational Efficiency: Streamline day-to-day concierge operations to ensure efficiency and quality service. Implement best practices, monitor performance metrics, and continuously improve processes.
• Complaint Resolution: Handle escalated customer concerns with professionalism and care, resolving issues in a timely and satisfactory manner.
• Event Management: Assist with the planning and execution of in-store events and experiences, ensuring that every detail contributes to a luxury, customer-first experience.
• Maintain Brand Standards: Uphold the Selfridges brand by ensuring the concierge service reflects the store's luxury positioning and commitment to excellence.

Key Skills:

• Proven experience in a customer-facing, luxury retail or hospitality role, preferably in a management capacity.
• Strong leadership and team management skills, with a passion for motivating and developing staff.
• Exceptional interpersonal and communication skills, with the ability to interact with customers of all backgrounds and manage high-profile clients.
• Excellent problem-solving and decision-making abilities, with a focus on delivering customer-centric solutions.
• High level of attention to detail, organization, and the ability to multitask in a fast-paced environment.
• A proactive, can-do attitude with a passion for creating memorable customer experiences.
• Familiarity with luxury brands and products, and a strong understanding of the expectations of luxury clientele.
• Proficiency in using CRM
• Flexibility to work varying hours, including weekends and holidays, as required.

This guide represents a summary of the role, however all team members are expected to be flexible in the work they undertake, which may change from time to time, according to the needs of the business.