Private Concierge

With the Concierge team focused on new inbound client traffic, this role is responsible for developing and nurturing new customers before thoughtfully transitioning them into Private Client Advisor (PCA) books. The Concierge acts as the first high-touch point of contact, delivering a personalized experience while laying the foundation for long-term client value.

Role Impact & Business Context:

The concierge program has played a critical role in strengthening Moda Operandi’s client ecosystem. By focusing on intentional client development and improved customer profiling, the Concierge team is a key driver of growth; balancing relationship-building, revenue performance, and seamless collaboration with PCA and cross functional teams.

Key Responsibilities:
Serve as the primary point of contact for new clients, delivering a high-touch, luxury shopping experience across channels
Develop new customers through personalized styling, education, and service before graduating them into PCA books
Foster meaningful relationships that encourage repeat engagement, increased frequency, and long-term loyalty
Drive tangible revenue through thoughtful upselling, cross-selling, and retention strategies while maintaining a client-first approach
Identify signals of client readiness for PCA transition and collaborate closely with Client Development leadership and PCAs to ensure seamless handoff
Proactively manage and re-engage lapsed or at-risk clients through outstanding service and consistent communication
Respond to client inquiries with urgency, accuracy, and professionalism, consistently exceeding service expectations
Partner with Customer Care, Operations, and Merchandising teams to ensure a frictionless end-to-end client experience

Performance Expectations:
Transition clients to PCA books
Deliver high-quality client development that supports long-term retention and increased lifetime value
Maintain strong new client conversion and engagement
Demonstrate strong judgment in balancing immediate commercial opportunities with long-term relationship building
Contribute to revenue growth through improved client frequency and spend within the concierge-managed base
Uphold Moda Operandi’s luxury service standards in every client interaction

Essential Skills, Experience & Qualifications:
Experience in luxury retail, fashion, clienteling, customer service, or marketing/CRM roles
Strong understanding of digital commerce and evolving luxury client expectations
Highly organized with the ability to manage multiple client relationships simultaneously
Exceptional communication skills, both written and verbal
Client-first mindset
Collaborative, adaptable, and solution-oriented with a consistent can-do attitude