Automotive Concierge

Jackson Dawson•Dearborn, MI

5d•Hybrid

About The Position

Jackson Dawson is seeking a dynamic professional to join its Performance Vehicle Concierge Team. This hybrid position requires 2–3 days per week in the Dearborn, Michigan office, with the remaining workdays remote. The Automotive Concierge serves as a brand representative for high-net-worth individuals selected to purchase an exclusive, high-performance vehicle. The role manages and personalizes the customer journey from vehicle selection through design, ordering, build, and delivery. The concierge builds rapport through phone calls, emails, and virtual meetings, responds to customer requests, manages expectations, and meets program deadlines. Customers are assigned in batches with individual production timelines, and the concierge guides each customer through the program phases according to their deadlines. The successful candidate has exceptional written and verbal communication skills, can multitask, and demonstrates active listening and strong time management. They work well in a team, assist colleagues as needed, and remain disciplined and accountable for managing their assigned customers.

Requirements

At least five years of experience in luxury hospitality, automotive, and/or retail sectors, including agency, venue, or brand environments such as hotels, airlines, travel, dealerships, or real estate.
Demonstrated experience managing complex, high-end customer relationships and resolving customer issues.
Understanding of how to deliver exceptional customer service and hospitality.
Ability to communicate and present clearly and effectively to high-profile individuals across industries, from entertainment to finance.
Service-oriented and customer-focused approach.
Professional appearance and manner.
Excellent customer-facing and internal communication skills.
Excellent written and verbal communication skills.
Strong organizational skills, attention to detail, and ability to multitask.
Ability to work a hybrid schedule with 2–3 days per week in the Dearborn, Michigan office.
Ability to attend in-person product training.
Ability to work extended or alternative hours on occasion.
Fluency in English.
Strong working knowledge of Microsoft Office.

Nice To Haves

Bachelor’s degree in a related field.
Background, education, or training in design and/or fashion, particularly related to color and material coordination.
Enthusiasm for motorsports.
Fluency in French or Spanish.
Experience with CRM software tools.

Responsibilities

Participate in initial and ongoing product and program training to communicate effectively with customers.
Act as the primary point of contact for assigned customers throughout all aspects of the program and customer journey.
Deliver proactive, personalized, customer-driven experiences for a portfolio of high-net-worth customers while managing expectations.
Provide “one-call” service support by leveraging the team and available resources to address customer needs efficiently and seamlessly.
Manage program tasks, timelines, and communications for customers moving through personalized, preference-driven journeys.
Participate in team meetings to understand other concierge team members’ customers and provide coverage as needed.
Support internal order prioritization, scheduling, and build processes, along with related customer communications, to build excitement and anticipation for delivery.
Become proficient with project-enabling tools and technologies, including virtual meeting platforms, program management databases, customer CRM software, and related systems.
Support program planning, activation, and measurement to ensure quality and accuracy and deliver an exceptional luxury customer experience.
Communicate daily with Program HQ and the overall project management team.
Use data and measurement to support forward planning and customer experience personalization.
Perform other duties as assigned by the supervisor.