We're looking for an ambitious and commercially driven
Concierge Manager
to lead our clienteling, sales and customer experience function across jewellery and watches.
This role brings together two closely connected streams:
Concierge clienteling and sales
, focused on high-value relationships and conversion
Customer experience and service
, ensuring every interaction with our brand is seamless, considered and consistent
Based full-time in our Dublin office, you'll sit at the centre of the customer journey, owning live chat, customer outreach and enquiries and guiding those journeys through to sale, service resolution or in-store experience.
Alongside building the concierge and clienteling function, you'll lead and develop the customer experience team, ensuring service standards support both sales growth and long-term loyalty.
This is a hands-on leadership role.
You'll be directly involved in selling, client relationships and service delivery, while also setting strategy, structure and standards across all customer touchpoints.
Your Role and Responsibilities would include:
Live Chat and Digital Enquiries
Own live chat as a primary customer entry point across sales and service
Ensure live chat is optimised for conversion, experience and responsiveness
Triage enquiries effectively between concierge sales and customer service
Set tone, scripts and standards for chat-based engagement
Customer and Corporate Sales
Build and lead our concierge and clienteling sales function
Personally manage and convert high-value jewellery and watch enquiries
Be the driving force behind achieving sales from:Customers: (Clienteling, social media (tiktok shop, social enquiries), emails and calls), andCorporate customers: (Developing and implementing our corporate sales strategy)
Act as a trusted point of contact for clients, coordinating product views, virtual consultations and in-store appointments
Develop clienteling strategies to drive repeat purchase and lifetime value
Customer Experience & Service
Lead the customer experience team responsible for customer service and support
Oversee web orders, returns, exchanges and aftercare queries
Manage customer testimonials, feedback and service insights
Ensure consistent, high-quality responses across all customer touchpoints
Use customer feedback to inform improvements across experience and conversion
Leadership & Performance
Set service standards, processes and ways of working across all streams
Track performance across live chat, sales conversion and customer satisfaction
Work closely with store teams, digital, and logistics teams to maximise opportunities
Identify opportunities to improve efficiency, experience and revenue
Skills & Experience
Experience in luxury jewellery, watches or a comparable high-value retail environment
Strong background in sales and clienteling, with a clear commercial mindset
Experience leading teams in a customer-facing or service-led environment
Confident selling and engaging via phone, live chat, video and digital channels
A natural relationship builder with a calm, professional and credible manner
Highly organised, proactive and comfortable making decisions
Equally focused on commercial results and exceptional customer experience
Location:
Office-based role.
This position is based full-time in our office and is not a remote or hybrid role.
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