Concierge Experience Manager

Role & responsibilities

Key Responsibilities:

• Customer Engagement and Concierge Services:
• Lead and manage concierge services to provide personalized, high-touch support for customers both online and offline.
• Develop and implement strategies to enhance customer satisfaction and drive conversion rates through exceptional service.
• Act as the primary point of contact for high-level (Tier A) customers, ensuring a premium experience and resolving their requests promptly.
• Handling Complaints and Escalations:
• Serve as the escalation point for any customer service issues, including those from high-level Tier A clients, addressing concerns and ensuring exceptional outcomes.
• Resolve social media escalations swiftly and professionally, maintaining the brands reputation and fostering positive relationships with customers.
• Team Management:
• Supervise and support a team of beauty advisors, ensuring they are well-equipped to respond to customer inquiries and assist with beauty-related concerns via WhatsApp and other communication channels.
• Train and mentor the team to provide consistent, high-quality service and maintain brand standards.
• Monitor team performance, providing regular feedback and coaching to ensure objectives are met.
• Collaboration and Strategy Development:
• Work closely with the marketing team to understand and execute the latest brand campaigns, product launches, and promotional offers.
• Collaborate with the content team to create engaging, informative content that aligns with current beauty trends, customer interests, and seasonal campaigns.
• Utilize customer feedback and industry insights to develop strategies for increasing engagement, satisfaction, and conversion.
• Trend Analysis and Customer Education:
• Stay updated on the latest beauty trends, products, and services to effectively educate and engage customers.
• Provide training materials and resources for the team to ensure they are equipped with the knowledge to respond accurately and informatively.
• Curate educational content to enhance the customer experience and drive conversions, including how-to guides, beauty tips, and product highlights.
• Conversion and Retention Strategy:
• Develop and implement strategies to convert potential customers by providing personalized recommendations and consistent follow-up communication.
• Drive customer retention by ensuring ongoing engagement with high-level customers through exclusive offers, personalized recommendations, and VIP experiences.
• Performance Monitoring and Reporting:
• Track KPIs related to customer engagement, satisfaction, and conversion, ensuring alignment with overall business goals.
• Prepare regular reports for senior management, providing insights on customer service trends, complaints resolution, and opportunities for growth.

Preferred candidate profile

We are seeking a dynamic and experienced Concierge Services Manager to join our team at Tira. This role is crucial in driving exceptional concierge services, managing high-level customers, and ensuring a seamless experience for both online and offline clients.

The individual will develop strategies to improve customer conversion and retention, while working closely with marketing and content teams to stay aligned with the latest beauty trends and customer needs.

The role also involves managing escalations, including customer complaints and high-level service requests, ensuring that all interactions exceed expectations. Additionally, the Concierge Services Manager will oversee a team of beauty advisors and act as the custodian for Tier A (high-level) customers, handling escalations and ensuring a white-glove experience.

Perks and benefits