Concierge Manager

Kith•West Hollywood, CA

12h•Onsite

About The Position

The Concierge Manager will be responsible for creating, implementing, and elevating the customer welcome experience at Kith West Hollywood. As the first point of contact for every customer entering the store, this role will establish the standards, processes, and service behaviors that define the beginning of the customer journey. This individual will oversee the Concierge Desk, creating a personalized and hospitality-driven approach to greeting, needs discovery, and store navigation. Through thoughtful service design and execution, the Concierge Manager will ensure every customer receives a tailored experience that reflects Kith’s commitment to hospitality, culture, and community. In addition to overseeing the welcome experience, this role will lead the VIP Experience program, managing the VIP Room, appointment experiences, special programming, and elevated client engagements. The Concierge Manager will develop the service roadmap, training programs, operating procedures, and hospitality standards for both the Concierge Desk and VIP Room while serving as the primary ambassador for these experiences on a daily basis.

Requirements

Open & flexible availability, including but not limited to evenings, overnights, and weekends as well as Holidays.
Availability to continually work weekends, special projects, drops/releases or as the business’ needs require.
5+ years of experience in luxury retail, hospitality, client services, concierge services, or customer experience leadership.
3+ years managing customer-facing teams in a high-volume environment.
Experience developing service standards, training programs, or hospitality-focused experiences preferred.
Experience supporting VIP clientele, appointment-based services, or luxury hospitality experiences preferred.
Exceptional hospitality and interpersonal communication skills.
Strong understanding of luxury service, customer engagement, and relationship building.
Ability to create systems, processes, and service standards from concept through execution.
Strong coaching and training capabilities.
Highly organized with exceptional attention to detail.
Ability to remain composed and solution-oriented in a fast-paced environment.
Strong collaboration and cross-functional partnership skills.
Comprehensive computer skills, including Google Suite, Microsoft Office, scheduling platforms, and POS systems.
Ability to stand and walk for prolonged periods of time.

Responsibilities

Create and implement the service standards, operating procedures, and customer journey roadmap for the Concierge Desk.
Establish a hospitality-first welcome experience that ensures every customer receives a personalized introduction to the store.
Develop customer profiling and discovery techniques to identify client needs, interests, shopping intentions, and opportunities for personalized service.
Create systems to effectively connect customers with the appropriate sales associates, departments, services, or experiences.
Serve as the primary host of the Concierge Desk while modeling best-in-class hospitality behaviors.
Continuously evaluate and refine the customer arrival experience to improve engagement, conversion, and customer satisfaction.
Partner with Retail Experience and Store Leadership teams to ensure service standards remain aligned with brand expectations.
Lead all VIP Room operations and hospitality standards.
Create elevated service experiences for VIP clients, appointments, private shopping experiences, brand partners, influencers, stylists, and Friends & Family guests.
Develop and implement operating procedures for appointments, client visits, gifting, hospitality, room preparation, and event execution.
Oversee all scheduling, logistics, and execution related to VIP Room experiences.
Ensure every VIP engagement reflects Kith’s standards for luxury hospitality, personalization, and attention to detail.
Partner with the Marketing, Partnerships, VIC, and Retail Experience teams to support activations, launches, and special events.
Create and deliver onboarding and training programs for Concierge Desk team members.
Develop service education materials focused on hospitality, customer discovery, communication, and brand storytelling.
Coach team members on personalized service techniques and customer engagement strategies.
Conduct ongoing training sessions to maintain consistency and elevate service execution.
Evaluate team performance through observation, coaching, and feedback.
Develop and maintain standard operating procedures for Concierge Desk and VIP Room operations.
Monitor customer flow and identify opportunities to improve efficiency and experience.
Partner with Store Leadership to ensure seamless communication between Concierge, Sales, Operations, and Security teams.
Maintain reporting related to appointment utilization, VIP engagement, and customer experience initiatives.
Identify opportunities to enhance the customer journey through innovation, technology, and hospitality-driven service enhancements.
Support store launches, activations, community events, and special programming.
Assist in the development of new hospitality initiatives and service innovations for future Kith locations.
Partner with HQ teams on customer experience pilots, testing, and feedback initiatives.
Provide recommendations to leadership regarding customer experience enhancements and service opportunities.