Automotive Concierge

Overview

Jackson Dawson is seeking a dynamic professional to join our Performance Vehicle Concierge Team! This is a hybrid position requiring 2–3 days per week in our Dearborn, Michigan office, with the remaining workdays remote. In this role, you will serve as a brand representative for high-net-worth individuals selected to purchase an exclusive, high-performance vehicle. You will manage and personalize the entire customer journey, supporting customers from selection through the design, ordering, build, and delivery phases of their experience. You will develop a rapport with each of your customers through phone calls, emails, and virtual meetings to effectively meet their requests and manage expectations while maintaining program deadlines. You will be responsible for learning and staying informed on product and industry information to incorporate into your conversations. Customers will be assigned in batches with individual production timelines, and you will guide each customer through the various phases in accordance with their specific deadlines. The ideal candidate will have exceptional written and verbal communication skills, the ability to multitask, and strong active listening and time management skills. They will thrive in a team environment and readily assist colleagues while remaining disciplined and accountable for the successful management of their assigned customers.

Responsibilities

• Participate in initial and ongoing product and program training to effectively communicate with customers.
• Act as the primary point of contact for assigned customers in all aspects of the program throughout the entire customer journey.
• Proactively deliver personalized, customer-driven experiences for a portfolio of high-net-worth customers while managing expectations.
• Provide “one-call” service support, leveraging the entire team and available resources to handle customer needs efficiently, effectively, and seamlessly.
• Effectively manage program tasks, timelines, and communications for a portfolio of customers moving through personalized, preference-driven journeys.
• Participate in team meetings to develop a general understanding of other concierge team members’ customers and provide coverage as needed.
• Support internal order prioritization, scheduling, build processes, and related customer communications, building excitement and anticipation for the delivery event.
• Become proficient with project-enabling tools and technologies, including virtual meeting platforms, program management databases, customer CRM software, and related systems.
• Support program planning, activation, and measurement to ensure quality and accuracy and deliver an exceptional luxury customer experience.
• Communicate daily with Program HQ and the overall project management team.
• Use data and measurement to support forward planning and customer experience personalization.
• Perform other duties as assigned by the supervisor.

Qualifications

• Bachelor’s degree in a related field preferred.
• At least five years of experience within the luxury hospitality, automotive, and/or retail sectors, including agency, venue, or brand environments such as hotels, airlines, travel, dealerships, or real estate.
• Demonstrated experience managing complex, high-end customer relationships and resolving customer issues.
• Understanding of experience delivering exceptional customer service and hospitality.
• Ability to communicate and present clearly and effectively to high-profile individuals across a variety of industries, from entertainment to finance.
• Service-oriented and customer-focused approach.
• Professional appearance and manner.
• Excellent customer-facing and internal communication skills.
• Excellent written and verbal communication skills.
• Strong organizational skills, including attention to detail and the ability to multitask.
• Ability to work a hybrid schedule with 2–3 days per week in the Dearborn, Michigan office.
• Ability to attend in-person product training.
• Ability to work extended or alternative hours on occasion.
• Fluency in English.
• Strong working knowledge of Microsoft Office.

Helpful, but Not Required

• Background, education, or training in design and/or fashion, particularly related to color and material coordination.
• Enthusiasm for motorsports.
• Fluency in French or Spanish.
• Experience with CRM software tools.