Client Experience - Concierge

The 1916 Company•Lower Merion Township, PA

20d

About The Position

The Concierge is the first point of contact for clients and helps create an exceptional luxury shopping experience at The 1916 Company. The role provides a warm, welcoming environment, assists with client needs, and supports seamless service throughout each visit. The Concierge anticipates client expectations, coordinates personalized experiences, and supports the sales team in delivering elevated hospitality and exclusivity. The Concierge contributes to memorable client interactions through hospitality, discretion, and service excellence. Responsibilities include welcoming clients, coordinating appointments and in-store experiences, helping clients navigate the store, supporting client requests, and maintaining an immaculate reception and hospitality area. The role also assists managers and back-office teams with scheduling, CRM updates, appointment follow-up, and other tasks that enhance the client experience.

Requirements

Exceptional verbal and written communication skills and a polished, professional demeanor.
Passion for delivering personalized service and creating memorable experiences.
Ability to anticipate and address client needs with discretion and efficiency.
Strong organizational and multitasking skills while maintaining a high level of service.
Proficiency with CRM systems, appointment scheduling tools, basic Microsoft Office software, and Canva.
Understanding of luxury brand culture, etiquette, and service expectations.
Ability to handle VIP and high-profile clients with confidentiality and care.
Ability to collaborate with Sales Professionals, Managers, and support teams.
Ability to adapt to dynamic client needs and in-store experiences.

Nice To Haves

Experience in luxury retail, hospitality, or another client-facing role.
Previous experience in retail jewelry, diamonds, and fine watches.

Responsibilities

Greet clients warmly and provide personalized service from the moment they enter the store.
Match clients with available advisors.
Offer refreshments and ensure client comfort.
Maintain a polished, professional presence that reflects the store’s luxury standards.
Assist in coordinating in-store experiences, private appointments, and special events.
Facilitate smooth transitions between touchpoints in the client’s in-store journey.
Provide basic product knowledge and brand information, directing inquiries to appropriate Client Professionals.
Assist with store navigation and ensure clients receive attentive, personalized service.
Support the efficient management of appointments, reservations, and client requests.
Learn and remember client preferences to help provide tailored experiences.
Handle special client requests, such as arranging private shopping areas, gift wrapping, and delivery services.
Maintain an immaculate and inviting client reception area.
Coordinate with managers and back-office teams to enhance the client experience.
Assist with scheduling, CRM updates, and appointment follow-up when needed.
Restock refrigerators and other hospitality supplies throughout the store.
Check and maintain the appearance of store spaces, including flowers, areas outside cases, drink and hospitality areas, and cases; clean as needed.