Automotive Concierge

Overview

Jackson Dawson is seeking a dynamic professional to join our Performance Vehicle Concierge Team!

In this role, you will work remotely and will be the brand representative to customers, responsible for managing and personalizing the entire customer journey from selection to ownership for high-net worth individuals selected to purchase this exclusive, high-performance vehicle. You will support customers in each phase of their journey from their selection through the design, ordering, build, and delivery phases of their experience.

You will develop a rapport with each of your customers through phone calls, emails, and virtual meetings to effectively meet their requests and manage expectations, while managing program deadlines. You will be responsible for learning and staying informed on product and industry information to incorporate in your conversations. Customers will be assigned in batches with individual production timelines that you will be responsible for progressing through the various phases in accordance with their individual deadlines.

The ideal candidate will have exceptional written and verbal communication skills, the ability to multi-task, and exhibit active listening and time management skills. They will thrive in team environments, be gracious with assisting colleagues, yet disciplined and accountable for the successful management of their assigned customers.

Responsibilities

• Participate in initial and ongoing product and program training to effectively communicate with customers.
• Act as the primary point of contact for your assigned customers in all aspects of the program through the entire customer journey.
• Proactively deliver personalized, customer-driven experiences for a portfolio of high-net worth customers, while managing customers’ expectations
• Provide “one call” service support level leveraging the entire team and available resources to handle all customer needs efficiently, effectively and in a manner that is seamless to the customer
• Effectively manage program tasks, timelines, and communications for a portfolio of customers moving though personalized, preference-driven journeys
• Participate in team meetings to gain a general knowledge of key aspects of other concierge members’ customers to allow for team coverage.
• Support internal order prioritization, scheduling and build processes and related customer communications, building customer excitement and anticipation for delivery event
• Obtain proficiency with project-enabling tools and technologies including virtual meeting platform, program management databases, customer CRM and related systems
• Program planning, activation, and measurement to ensure quality and accuracy to provide the best luxury customer experience
• Daily communication with the Program HQ and overall Project management team
• Use data and measurement for forward planning and customer experience personalization
• Other duties as assigned by supervisor
  
  

Qualifications

• Bachelor’s degree in related field, preferred or equivalent years of experience
• At least 5 years’ experience working within the luxury hospitality and / or retail sectors either agency, venue, or brand (ex. Hotel, Airline, Travel, Real Estate)
• Previous experience with the ability to show evidence of complex high-end customer handling and issue resolution
• Understanding or experience of delivering exceptional levels of customer service and hospitality
• Ability to articulate, communicate and present cogently to high-profile people from all areas of industry – from popstars to financiers
• Service orientated and customer focused
• Professional appearance / manner
• Excellent customer-facing and internal communication skills
• Excellent written and verbal communication skills
• Solid organizational skills including attention to detail and multitasking skills
• Ability to attend in-person product training
• Ability to work extended or alternative hours on occasion
• Fluent in English language
• Strong working knowledge of Microsoft Office
  
  

Nice to Have

• Design and / or Fashion background, education, or training, especially as it pertains to developing an “eye” for color and materials coordination and “good taste”
• Motorsports enthusiast
• Fluency in French or Spanish
• Experience with CRM software tools