Role Purpose
The Head of Concierge & Client Services is responsible for building and continuously enhancing a premium, client-centric service ecosystem for property owners and clients of the company.
This role ensures a seamless and high-quality experience across the entire client journey — from post-purchase support to ongoing ownership and lifestyle services. A key focus is on developing a structured, scalable concierge offering and embedding a culture of care, proactivity, and service excellence across all touchpoints.
Key Responsibilities
Client Service Excellence
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Design and implement a structured post-sale client support system
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Ensure consistently high service standards for property owners and guests
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Oversee quality across all client touchpoints and interactions
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Personally manage complex and high-value (VIP) client relationships
Concierge & Lifestyle Services Development
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Lead the development of a premium lifestyle concierge function, including:
property rentals, transportation, leisure and experiences, travel support, and tailored services for property owners -
Build and maintain a strong network of trusted partners and service providers
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Continuously expand and refine the service portfolio in line with client needs and market trends
Customer Experience & Process Improvement
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Own and continuously improve the end-to-end customer journey
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Identify service gaps, operational bottlenecks, and areas for improvement
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Analyze root causes of client feedback and service failures, ensuring sustainable solutions
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Establish and implement clear service standards and cross-functional processes
Team Leadership & Culture
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Lead, develop, and inspire the concierge and client service team
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Build a strong service culture rooted in care, ownership, and attention to detail
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Define KPIs and ensure consistent performance management
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Drive learning, development, and service excellence within the team
Cross-Functional Collaboration
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Act as a key partner to Development, Sales, Property Management, and Marketing teams
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Ensure alignment and seamless coordination of services for property owners
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Integrate client service standards across all departments
Performance & Quality Management
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Implement and maintain service quality frameworks and standards
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Monitor client satisfaction (NPS, feedback, retention indicators)
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Use data and insights to drive continuous service improvement
Candidate Profile
Experience & Background
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5+ years of experience in premium or luxury service environments
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Proven track record in leading client service, concierge, or hospitality functions
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Experience in luxury real estate, hospitality, or lifestyle services is highly preferred
Leadership & Operational Excellence
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Strong experience in building and managing teams
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Ability to design, implement, and scale service processes
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Structured thinking with a focus on efficiency and continuous improvement
Client-Centric Mindset
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Deep understanding of premium client expectations
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High level of empathy and service orientation
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Ability to handle complex, non-standard, and high-pressure situations
Personal Attributes
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Systems thinker with strong attention to detail
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Proactive and solution-oriented
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High level of ownership and accountability
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Excellent communication and stakeholder management skills
Languages
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Fluent English