Head of Concierge & Client Services

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

• Design and implement a structured post-sale client support system
  
  

• Ensure consistently high service standards for property owners and guests
  
  

• Oversee quality across all client touchpoints and interactions
  
  

• Personally manage complex and high-value (VIP) client relationships
  
  

Concierge & Lifestyle Services Development

• 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
  
  

• Continuously expand and refine the service portfolio in line with client needs and market trends
  
  

Customer Experience & Process Improvement

• Own and continuously improve the end-to-end customer journey
  
  

• Identify service gaps, operational bottlenecks, and areas for improvement
  
  

• Analyze root causes of client feedback and service failures, ensuring sustainable solutions
  
  

• Establish and implement clear service standards and cross-functional processes
  
  

Team Leadership & Culture

• Lead, develop, and inspire the concierge and client service team
  
  

• Build a strong service culture rooted in care, ownership, and attention to detail
  
  

• Define KPIs and ensure consistent performance management
  
  

• Drive learning, development, and service excellence within the team
  
  

Cross-Functional Collaboration

• Act as a key partner to Development, Sales, Property Management, and Marketing teams
  
  

• Ensure alignment and seamless coordination of services for property owners
  
  

• Integrate client service standards across all departments
  
  

Performance & Quality Management

• Implement and maintain service quality frameworks and standards
  
  

• Monitor client satisfaction (NPS, feedback, retention indicators)
  
  

• Use data and insights to drive continuous service improvement
  
  

Candidate Profile

Experience & Background

• 5+ years of experience in premium or luxury service environments
  
  

• Proven track record in leading client service, concierge, or hospitality functions
  
  

• Experience in luxury real estate, hospitality, or lifestyle services is highly preferred
  
  

Leadership & Operational Excellence

• Strong experience in building and managing teams
  
  

• Ability to design, implement, and scale service processes
  
  

• Structured thinking with a focus on efficiency and continuous improvement
  
  

Client-Centric Mindset

• Deep understanding of premium client expectations
  
  

• High level of empathy and service orientation
  
  

• Ability to handle complex, non-standard, and high-pressure situations
  
  

Personal Attributes

• Systems thinker with strong attention to detail
  
  

• Proactive and solution-oriented
  
  

• High level of ownership and accountability
  
  

• Excellent communication and stakeholder management skills
  
  

Languages

• Fluent English