Concierge Manager – Sales & Customer Experience

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:

1. Concierge clienteling and sales, focused on high-value relationships and conversion
2. 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), and Corporate 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.