VIP Concierge Lead

London (Central), London (Greater)
03 Dec 2021
03 Jan 2022
Customer Service
Contract Type
Full Time

The VIP Concierge Lead at Dr. Barbara Sturm is responsible for actively building relationships with our STURM Privé clients on our .COM and driving sales. You will lead by example through a proactive sales approach combined with excellence and consistency of service to STURM Privé clients. The role involves creating lasting customer relationships with both new and existing clients. Most importantly, you will provide exceptional service levels to ensure that our customers enjoy the best shopping experience end-to-end, their personal skincare routines and product advice.

Main Objectives and Responsibilities:

  • Build strong relationships with our most loyal customers, to ensure they enjoy a first class experience and they feel part of the Sturm family
  • Consistently exceed customer and company expectations and take initiative to constantly raise the level of service you provide
  • Demonstrate a can-do attitude in every situation, meeting the needs of the most demanding customers at all times
  • Be responsible for all aspects of your customer orders; providing a dedicated point of contact and thorough after-sale support, creating an exceptional customer experience.
  • Resolve any escalated customers’ issues as necessary - always turn negative/difficult customer feedback into a positive outcome and deliver a personalised shopping experience to every contact within agreed SLAs
  • Ensure prompt and consistent follow-up of introduction of new high potential clients, introducing to the STURM Privé program  and representing the brand as the client’s point of contact
  • Proactively identify opportunities to drive brand awareness, sales and customer experience and take initiative to research potential individual clients to strategically target and increase their spend
  • Ensure prompt follow up activity with customers acquired through Client Experience events to build lasting relationships
  • Build strong, collaborative relationships with other departments; attend weekly Sturm Customer Workshops, share customer feedback, provide suggestions and support new business initiatives
  • View all contacts as a potential sales opportunity, taking the initiative to close sales
  • Observe at all times client confidentiality and company policies for data protection and security
  • Work together with the Customer Service team, be flexible to support the needs of the business during peak-times and demanding situations




The ideal candidate will have:

  • Experience in the luxury Industry, preferably in skincare
  • Proven track record of meeting KPIs and delivering targets
  • Self-motivated and sales driven
  • Proven experience of building and managing a personal book of clients
  • Extensive knowledge and passion for luxury skincare
  • Excellent communication skills, specifically with regard to building relationships with customers.
  • A confident networker with a resourceful approach and natural ability to seek out opportunities to further engage with HNW clients
  • Comfortable with distance management
  • Experience with BigCommerce or Freshdesk is a plus
  • Demonstrated knowledge of Microsoft Office suite; Excel, Word, PowerPoint