Director of Concierge Sales

The Role

You will lead our team of human sales concierges and own our revenue number. You will help them sell better, and most importantly own what "great" sounds like, so we can train our AI to help them sell better too.

The leads are already teed up because our team gets to text with visitors to our brands’ websites, while they shop on the site, make purchases, and abandon carts. Based on your experience and taste you will define how we sell the brand’s products to those shoppers, to provide the best experience and maximize revenue.

This is bigger than closing sales. You will design the whole relationship a shopper has with a brand across channels. Every touchpoint should feel like one continuous, unmistakably world-class experience.

We don't expect you to arrive with all the answers. We expect you to go find them: run experiments, study the best sellers and brands in the world, test new ideas against real results, and turn what wins into the new standard.

What you'll do

Own our revenue number

• Have broad influence regarding our concierge sales strategy, team and AI
• Operationally lead our concierge sales team to maximize their revenue

Set and enforce the quality bar

• Define, in writing, what an excellent concierge experience looks like: tone, timing, discovery, recommendations, handling objections, closing, and knowing when not to push.
• Run daily QA on live conversations. Score, flag and correct.
• Turn recurring misses into clear rules and examples the human and AI teams can both follow.

Design the full customer lifecycle

• Map every moment a brand should interact with a customer
• Define what great looks like at each moment and how they connect, so a shopper experiences one relationship.
• Work with the AI and customer success team to bring new lifecycle moments to life and measure how they move retention and repeat purchase.

Be an AI thought partner

• Turn your taste into something the AI can learn from: concise definitions of what good is, the key pieces of great messages and conversations, and what to look for when reviewing. Review agent output at scale and tell engineers precisely what to change and why.
• Help define the evaluation criteria we use to grade the agent against each brand's voice and goals.

Experiment and research

• Treat the current sales playbook as a set of hypotheses. Design and run experiments.
• Go out into the world for inspiration: top retail associates, personal shoppers, etc.

Hire and train a world class team

• Run regular training sessions and one-on-one coaching on how to review, edit and approve messages to a high standard.
• Track each reviewer's quality and performance, and act on what you see.
• Define the profile of top talent, then build an ongoing pipeline and hire against it.
• Set compensation and incentive structures that reward quality and revenue, not just volume.

Who you are

• You have sold to consumers, and you were the best on the floor. 6+ years in B2C sales or service where experience is the product: luxury or premium retail, personal shopping, clienteling, high-end hospitality or concierge, or DTC customer experience. B2B-only backgrounds are not a fit.
• You have led and built teams. 3+ years managing frontline sellers or associates, including hiring, coaching and letting go when needed.
• Your standards are uncomfortably high. You notice details (even poor emoji choice). You can explain why it matters and how to fix it.
• You think in relationships, not transactions. You have built or shaped customer journeys that turn first-time buyers into loyal regulars, and you know how retention, repeat purchase and lifetime value are earned.
• You sell well across channels. You know how the dynamics of one-to-one selling changes when it happens in short messages vs. over the phone vs. in-person.
• You make standards teachable. You have written playbooks, training programs or scorecards that turned average performers into strong ones.
• You are curious about AI. You do not need to be technical, but you are excited to coach a machine as well as people, and comfortable giving precise feedback to engineers.
• You are motivated by winning on metrics. You want your pay tied to results and you track the numbers behind great service: conversion, average order value, repeat purchase, response quality.

Nice to have

• Experience in a fast-growing startup or a DTC brand's customer team
• Experience with social selling or DM-based sales on Instagram or TikTok
• Familiarity with Shopify or e-commerce operations

Additional information

We are focused on building a diverse and inclusive workforce. If you’re excited about this role, but do not meet 100% of the qualifications listed above, we encourage you to apply.

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