Performance Vehicle Concierge

Overview

Jackson Dawson is seeking a dynamic professional to join our Performance Vehicle Concierge Team! In this role, you will work at our office in Plano, TX and will be the brand representative to customers, responsible for managing and personalizing the entire customer journey from prospect to ownership for high-net worth individuals interested in purchasing this exclusive, ultra-high-performance vehicle. You will support dealers and their customers in each phase of their journey from their entrance into the sales funnel through the design, build, delivery and service phases of their experience.

You will develop a rapport with each of your dealers and their customers through phone calls, texts, 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. Dealers and their customers will be assigned to each concierge based on the customers' home areas of the country 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

• 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.
• Participate in initial and ongoing product and program training to effectively communicate with customers.
• 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 through 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 customer experience.
• Daily communication with the Program 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.
• 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 oriented 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.
• Strong working knowledge of Microsoft Office.
• Home Wi-Fi with access to proprietary company systems.

Helpful, but not required

• Motorsports enthusiast.
• Experience with CRM software tools.
• Working knowledge or experience with premium high-performance brands.
• Experience in automotive sales.