Concierge

Business TeamThe Business Team serves as the first point of contact for all store visitors, ensuring a seamless, well-managed, and professional customer experience. The role includes handling inquiries, managingappointments, coordinating customer flow, and delivering efficient front-desk support while upholdingbrand standards. They are also responsible for end-to-end pre-, during-, and post-sales coordination—ensuring store readiness, enabling smooth in-store client engagement, and managing post-salesprocesses including alterations and overall exit experience.Key Result Areas (KRAs)1. Client Journey OversightMonitor and coordinate the end-to-end client journey across all store touchpoints to ensure smooth,comfortable and premium client experiences2. Pre-Visit Operational ReadinessEnsure all client-facing desks, teams and information systems are prepared before store opening,including appointment review and readiness for priority clients3. Hospitality & Service ExcellenceMaintain consistent hospitality standards across the store and ensure associates follow definedservice protocols during client interactions4. Sales Support & Business EnablementSupport associates during client interactions to facilitate smooth product presentation, cross-sellingopportunities and sales conversion5. Post-Visit Coordination & After-Sales FlowEnsure seamless transition of clients to billing, QRD and after-sales processes while maintainingcommunication and service continuityKey Performance Indicators (KPIs)1. Client Journey EfficiencyEnsure smooth coordination across all client-facing touchpoints with minimal service delays duringactive client visits2. Operational Readiness Compliance100% completion of daily logs, appointment reviews and desk readiness checks before storeopening3. Hospitality & Service StandardsMaintain minimum 90% compliance with hospitality and service protocols during observed clientinteractions4. Sales Support ContributionEnable cross-selling or assisted sales opportunities in at least 20% of supported client interactions5. Escalation Resolution & Client FeedbackResolve 100% client concerns during store visits where possible and ensure feedback insights aredocumented for service improvement

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