Automotive Lead Concierge

Jackson Dawson•Irving, TX

42d

About The Position

This senior-level opportunity, based in Dallas, TX, leads and supports the national Concierge program for an industry-leading OEM. The Lead Concierge serves as both a program ambassador and operational leader, ensuring the team consistently delivers an exceptional purchase experience for performance minded enthusiasts. This role bridges strategic oversight and hands-on execution—guiding concierges, supporting high-performing dealers, and enhancing program consistency nationwide. The ideal candidate combines deep industry knowledge, strong leadership capabilities, and a passion for precision and premium customer experiences.

Requirements

Bachelor’s degree in a related field, preferred.
7–10 years of experience in automotive, luxury retail, hospitality, or premium customer experience—at least 2 years in a leadership or supervisory role.
Proven ability to lead, coach, and inspire customer-focused teams.
Strong CRM proficiency and data accuracy discipline.
Excellent organizational, communication, and project management skills.
Solid understanding of dealer operations and retail network collaboration.
Passion for performance vehicles and premium customer engagement.

Nice To Haves

Motorsports enthusiast or prior experience with a performance/luxury OEM brand.
Experience managing or consulting with automotive dealer networks.
Working knowledge of CRM or CX analytics platforms.

Responsibilities

Lead, train, and mentor a team of concierges to maintain consistency in communication, process quality, and dealer support standards.
Serve as the primary escalation point for dealer and customer issues, ensuring timely and professional resolution.
Monitor nationwide performance metrics, identify trends, and recommend program enhancements.
Partner with OEM leadership to align concierge activity with broader brand and performance objectives.
Uphold and reinforce the program philosophy that the dealer is the hero, and the concierge team empowers their success.
Oversee dealer relationships across assigned regions, ensuring seamless collaboration and strong alignment with concierge goals.
Ensure CRM data accuracy, visibility, and utilization across all touchpoints for both leads and dealer reporting.
Provide structured insights through lead summaries, engagement tracking, and KPI reports.
Manage process documentation, playbooks, and continuous improvement of dealer communication frameworks.
Support operational excellence by coordinating with internal teams on reporting cadence, compliance, and workflow optimization.
Guide and support concierge outreach activities, ensuring clear, consistent, and brand-aligned communication throughout the ownership journey.
Maintain oversight of key customer touchpoints—initial inquiry, order placement, production updates, and delivery.
Ensure all customer interactions are carefully documented for dealer visibility and quality assurance.
Develop case studies and success stories highlighting exceptional customer experiences and dealer collaboration.