Concierge Manager

My client, a large retail outlet based in Surrey, is currently seeking a Concierge Manager to join their team on site at their shopping centre and manage a team of two customer services officers.

The successful candidate will be required to support the manager with the delivery of high quality, efficient customer service to retailers and customers within the centre, and to lead and manage the Concierge team to deliver exceptional service standards through customer relations programmes and promotional campaigns.

Please note that you will need to work some weekends in this role. (Approximately 1 in 4).

Customer Relations:

• Lead and manage the customer relations team of 2 to deliver exceptional service standards including regular communication, recognition or outstanding service, etc.
• Lead and manage the Achievers programme gaining support from all colleagues and staff.
• Work alongside the Senior Marketing Manager to manage the Kids programme including direct marketing initiatives and database information.
• Manage and maintain positive customer relations.
• Manage customer enquiries and comments to deadline through written and electronic correspondence.
• Manage and maintain customer comments log. Identify and action key improvements.
• Promote and manage the hire of kiddie cars.
• Promote and manage the sales of the gift card, motivating the concierge team to achieve centre targets.
• Assist with the promotion of customer relations strategies, promotional campaigns and events.
• Maintain a database of customer relations key performance indicators.
• Ensure the Concierge desk and centre reception area appears professional at all times and is appropriately visually merchandised to customers and retailers.
• Ensure the centre is presented to a high standard.
• Resolve concerns raised by customers.

Administration:

• Manage and maintain a database of retailer sales performance information.
• Manage and maintain a database of relevant customer information including Kiddie Cars, customers requests etc.
• Collection and data management of forms received from customers e.g. competition entries, customer comment cards.
• Manage lost and found property in accordance with company procedure.
• Support the centre manager and management team with general administration as required.
• Ensure adherence to brand guidelines.
• Manage the ordering, issuing and dry cleaning of staff uniforms.
• Prepare and manage the customer relations budget.

Communications:

• Implement internal communications, ensuring relevant centre and retailer pamphlets and literature are available to customers as approved by the Senior Marketing Manager.
• Manage and maintain external community communications including schools newsletters.
• Manage all internal communications including notice boards and weekly employee communications.
• Assist in management and maintain the centre website ensuring it is kept up to date.
• Assist in management of the centre digital information pods, revising and amending content when necessary.
• Monitor competitors communications programmes.
• Provide and keep updated all new employees with an induction pack as and when required.
• Forward details of new employees etc to Support Office to be included on the Intranet.

Retailer Relations:

• Maintain positive retailer relationships and gain support for events and campaigns.
• Attend and participate with retailer meetings as required.
• Assist with the monthly collection of retailer sales performance and feedback.
• Monitor closely and maintain knowledge of centre retailers and facilities, town centre activities, local transport information etc and ensure that any relevant information is circulated to the centre teams.
• Work closely with the Commercialisation team to ensure efficient on site management of temporary tenants..
• Assist with the merchandising of Retail Merchandising Units.
• Resolve concerns raised by retailers.

Risk Management:

• Ensure all activities comply with the requirements of the current version of the Centre Health and Safety Policy Manual.
• Raise and co-ordinate all contractor pass approvals as requested by the Senior Marketing Manager.
• Undertake specific risk management tasks as delegated from time to time.

Duty Management:

• Carry out Duty Management (to include weekend working on a rotational basis).