About our client
Our client is launching a new, premium lifestyle management and concierge service designed to provide individuals and families with seamless, high-touch personal assistance. From daily coordination to bespoke lifestyle solutions, the business will offer exceptional support across travel, personal admin, reservations, errands, household management, and more.
They are seeking a proactive, service-focused Head Concierge & Operations Manager to help lead and shape this new venture alongside the founder. This is a unique opportunity to play a pivotal role in building the business from the ground up.
Key Responsibilities
Concierge & Client Service
- Deliver high-touch concierge support across personal admin, travel coordination, reservations, errands, and tailored lifestyle needs.
- Act as the primary point of contact for VIP clients, ensuring timely, personalised, and exceptional service.
- Anticipate client needs and curate thoughtful recommendations and experiences.
- Maintain strict confidentiality, handling sensitive information with discretion.
Operations Management
- Build and refine operational workflows, systems, and service processes as the business develops.
- Manage the concierge request pipeline to ensure efficient turnaround and high service quality.
- Monitor client satisfaction and implement continuous improvements.
- Oversee relationships with vendors and service partners, including negotiation and performance monitoring.
Business Support & Leadership
- Collaborate closely with the founder to shape service offerings, pricing models, and operational strategy.
- Support future team hiring, onboarding, and training as the business scales.
- Assist with budgeting, planning, and resource allocation.
- Track KPIs, client feedback, and performance metrics to inform growth decisions.
General Administration
- Oversee calendars, bookings, and logistical coordination for both clients and internal operations.
- Manage documentation, reporting, and organisational processes.
- Ensure compliance with service standards, brand values, and internal policies.
Skills & Experience Required
- 36+ years of experience in concierge services, lifestyle management, hospitality, or personal assistant roles.
- Demonstrated ability to deliver premium, client-facing service in a fast-paced environment.
- Strong organisational skills with excellent attention to detail and the ability to multitask.
- Experience in operations or service delivery management is an advantage.
- Exceptional communication and interpersonal skills.
- Ability to remain calm, resourceful, and solution-oriented under pressure.
- Entrepreneurial mindset and comfort working in a start-up or building environment.
- High levels of professionalism and discretion.
