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Customer Concierge Manager
Note: Australian Residents/Citizens only
The Opportunity:
We are obsessed with creating the most coveted bikes in the world. Each one technologically advanced and personally crafted. Renowned for their quality, innovation, and beauty.
We stand ready to open the door to a bold new era. One that will define a new pinnacle for the industry. Founded in innovation, we aren't only building bicycles - we're forging a legacy.
The Role:
As our Customer Concierge Manager you will be a vital part of our brand, the outward facing representation of everything we stand for. You must be passionate about providing unparalleled customer service and personalised experiences. Your role will revolve around understanding our customers' individual needs and preferences, guiding them, and ensuring they have a seamless and exceptional journey before, during, and after their purchase.
Responsibilities:
• Personalised Consultations: Build strong rapport with customers, engaging in one-on-one consultations to understand their lifestyle, preferences, and needs to align their Bastion experience.
• Product Expertise: Maintain knowledge of our products, features, technology and materials.
• Concierge Services: Offer personalised concierge services, such as arranging consultations with our design team and directors, co-ordinating visits and special events and launches, suggesting ideas and inspirations, and facilitating seamless delivery.
• Customer Relationship Management: Cultivate lasting relationships with customers, ensuring they feel valued and appreciated.
• Event Management: Organise and manage exclusive events, rides and experiences tailored for our clientele to further deepen their connection with the brand.
• Resolve Inquiries: Address customer inquiries and concerns promptly and professionally, demonstrating an unwavering commitment to customer satisfaction.
• Collaborate with Marketing: Work closely with the marketing team as the "customer voice" to ensure we are tailoring our efforts towards our customer demographic.
Qualifications: • A Bachelor’s Degree, Diploma, or Certificate in a related field is advantageous
Experience: • Minimum 5 years’ experience customer service (5-star hotel, designer fashion, luxury watch/car experience highly valued). • Strong Management and leadership track record
• CRM and Customer Service Apps and Software
Other Requirements: • Willingness and ability to travel 4-5 times a year for events
• Ability to occasionally work non-standard hours to accommodate global clients in different time-zones
Salary:
$75-90,000 p.a. + superannuation depending on experience and qualifications.
The Process:
If this interests you please take the time to fill in the questionnaire.
