MECCA Bourke Street - Concierge Manager

About the role

As a Concierge Manager on a 12-month fixed term contract, you'll curate bespoke experiences for VIP customers, ensuring impeccable service at every touchpoint. Drive loyalty and community growth through impactful customer engagement, manage service bookings, and direct traffic to maintain MECCA's world-class standard.

Key responsibilities

• Lead by example in delivering impeccable service to inspire the team to consistently exceed high store service standards, ensuring every customer interaction reflects MECCA's commitment to excellence
• Stay on top of offerings and upcoming events to become a trusted advisor, create meaningful connections and a community that values beauty and experiences curated by MECCA
• Curate bespoke experiences for VIP customers to maximise the world-class offering of MECCA Bourke St
• Upskill and provide feedback to team members to encourage a culture of growth and excellence
• Analyze customer data to innovate and enhance the customer journey, implementing improvements that elevate service standards
• Collaborate closely with the Leadership and Events teams to strategize and execute initiatives that drive customer engagement and enhance overall store performance

About you

• Proven track record in building and nurturing high-performing teams of concierge specialists, fostering deep alignment with MECCA Values and cultivating strong relationships across internal and external stakeholders
• Demonstrated success in driving store KPIs focused on elevating customer satisfaction through innovative customer engagement strategies across all store events and services
• Genuine authenticity in every interaction, consistently demonstrating empathy and respect while embodying MECCA's core values
• Keen awareness and continuous monitoring of local events, industry trends, and competitor activities to enhance customer experiences and inform strategic decisions
• Commitment to continuous professional development and team empowerment, driving growth opportunities to foster innovation and excellence within the team and MECCA

Benefits

• World-class education opportunities including leadership conferences, training sessions, online Learning Lab, access to guest speakers including brand founders and business leaders, and once in a lifetime events
• Opportunities to earn more with monthly performance bonus program
• Generous discount to spoil yourself and immediate family, as well as generous product allowance, subject to company policy
• Competitive parental support program, including ongoing superannuation payments while on parental leave

About us

Since our beginnings in 1997, MECCA has redefined the beauty landscape in Australia and Aotearoa (New Zealand), leading in retail innovation and delivering the ultimate beauty experience. Our goal has remained the same since the beginning - to help our community look, feel, and be their best. MECCA Bourke St is one of the biggest beauty destinations in the world at 4000sqm, the largest of our 100+ stores, brimming with over 200 brands, 80 exciting new experiences and beauty services, as well as unique product curations and never-seen-before MECCA destinations.