MECCA Chadstone - Concierge & Services Manager

Mecca Cosmetics; Melbourne; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Product discounts

Product allowance

Parental support

Learning opportunities

Job summary

MECCA Chadstone is seeking a Concierge & Services Manager to lead our concierge and services function end-to-end, driving customer experiences and commercial outcomes. You will work closely with leadership peers to create meaningful customer connections while supporting growth and performance of services.

The role requires experience leading customer-facing teams in retail/hospitality, a passion for MECCA-magic moments, and strong relationship-building skills to deliver memorable experiences and

Qualifications

• Experience leading or supporting teams within a retail, hospitality, concierge, services or customer-facing environment.
• Passion for exceptional customer service, going above and beyond for customers to create MECCA-magic moments.
• Strong stakeholder management experience, both internally and externally.
• Previous coaching and mentoring experience focused on team member development.
• Make-it-happen mindset with a proven ability to develop strong relationships.
• Genuine care for people, always striving to create the best possible team member experience.
• Ability to think big and long-term, and drive change through influencing others.
• Passion for creating memorable customer experiences and building meaningful customer relationships.

Responsibilities

• As a Concierge & Services Manager you will work on a full-time basis.
• This may include shifts across late night and weekend peak trade.
• Lead by example in delivering exceptional customer experiences and ensuring service standards are upheld.
• Drive customer engagement through services, events and experiences that bring the flagship proposition to life.
• Build meaningful customer relationships that foster loyalty and connection to the MECCA community.
• Coach, develop and support concierge specialists and specialist team members to deliver exceptional customer outcomes.
• Partner closely with Trading Managers, Events & Activations and concession partners to deliver a seamless customer experience.
• Contribute to the performance and growth of MECCA-led services through customer engagement, bookings and commercial outcomes.
• Support the recruitment, onboarding and development of concierge specialists and broader specialist talent.
• Operate with agility and apply critical thinking to solve complex problems in a dynamic environment.

Skills

Team leadership

Customer service

Stakeholder management

Coaching & mentoring

Relationship building

Job description

Since our beginnings in 1997, MECCA has redefined the beauty landscape in Australia and Aotearoa (NewZealand), leading in retail innovation and delivering the ultimate beauty experience. Our goal has remained the same since the beginning - to help our community look, feel, and be their best. And now, we’re building something special at Chadstone – our existing MECCA Chadstone stores are coming together into one extraordinary new destination, and we’re looking for the team to help bring it to life.

MECCA Chadstone will be our most significant opening since MECCA Bourke Street. It’s a 2,000sqm destination bringing the very best of beauty, wellness and expertise into a single immersive space. Think MECCA Perfumeria with Scentsorium, MECCA Aesthetica with clinical treatments and skin consultations, MECCA Apothecary, plus more than 200brands and over 50services.

We’re looking for people who are passionate about beauty, who take pride in what they do, thrive in a fast‑paced environment, and find joy in helping customers look, feel and be their best.

We’re excited to introduce the Concierge & Services Manager opportunity at MECCA Chadstone. As part of the Concierge & Services leadership team, you’ll play a key role in delivering exceptional customer experiences, driving engagement through services and events, and bringing the customer proposition to life. Working closely with your leadership peers, you’ll help create meaningful customer connections while supporting the growth and performance of our services business. The Concierge & Services Manager leads the concierge and services function end‑to‑end, with accountability for customer experience, commercial performance and team capability.

Day‑to‑day responsibilities:

• As a Concierge & Services Manager you will work on a full‑time basis.
• This may include shifts across late night and weekend peak trade.
• Lead by example in delivering exceptional customer experiences and ensuring service standards are upheld.
• Drive customer engagement through services, events and experiences that bring the flagship proposition to life.
• Build meaningful customer relationships that foster loyalty and connection to the MECCA community.
• Coach, develop and support concierge specialists and specialist team members to deliver exceptional customer outcomes.
• Partner closely with Trading Managers, Events & Activations and concession partners to deliver a seamless customer experience.
• Contribute to the performance and growth of MECCA‑led services through customer engagement, bookings and commercial outcomes.
• Support the recruitment, onboarding and development of concierge specialists and broader specialist talent.
• Operate with agility and apply critical thinking to solve complex problems in a dynamic environment.

What you’ll bring to this role:

• Experience leading or supporting teams within a retail, hospitality, concierge, services or customer‑facing environment.
• A true passion for exceptional customer service, going above and beyond for customers to create MECCA‑magic moments.
• Strong stakeholder management experience, both internally and externally.
• Previous coaching and mentoring experience focused on team member development.
• A make‑it‑happen mindset with a proven ability to develop strong relationships.
• Genuine care for people, always striving to create the best possible team member experience.
• An ability to think big and long‑term, and drive change through influencing others.
• A passion for creating memorable customer experiences and building meaningful customer relationships.

Life as a Concierge & Services Manager at MECCA:

• World‑class education opportunities; leadership conferences, training sessions, an online Learning Lab, access to amazing guest speakers including brand founders and business leaders, and once‑in‑a‑lifetime events.
• Opportunities to earn more with our monthly performance bonus program.
• Generous discount to spoil yourselves and your immediate family, as well as a generous product allowance, subject to company policy.
• A competitive parental support program, including ongoing superannuation payments while on parental leave.

More than skin deep: At MECCA, we’re committed to being a force for good – within and beyond the beauty industry. Through our sustainability program, MECCA M‑PACT, we’re transforming our business by building environmental and social sustainability‑focused thinking into our operations – from our products and footprint to our brands and suppliers.

We believe that beauty has the power to change lives. Through our social change movement, MECCA M‑POWER, we support a group of over 20 incredible organisations dedicated to creating a future where the next generation can thrive. We strive to fight for women by ensuring their access to education, improving their health, safety and wellbeing, empowering female‑led businesses, supporting women to become financially secure and independent and elevating women’s voices in politics and public life.

Join us, and together we can make the world over.

To learn more about life at MECCA Brands, please visit https://www.mecca.com.au/retail-careers.html

Follow @LIFEATMECCA. Visit our LinkedIn page. Since our very first day in 1997, our purpose has been to enable our customers to look and feel their best by offering them the world’s best line‑up of beauty and skin‑care brands, coupled with exceptional service. Fast forward to today, and we have almost 5,000 MECCA team members across 100+ retail stores throughout Australia and New Zealand, a rapidly growing online business, two Distribution Centres, and a bustling Support Centre in the heart of Melbourne working to deliver on our purpose every single day. Our ongoing growth is fuelled by opening new stores and reaching new customers, launching new products, and harnessing the latest technology to constantly innovate and evolve our concepts, experiences, and service offerings. Whether you join MECCA in one of our Retail stores, our Support Centre or one of our Distribution Centres, you will be an integral part of the MECCA family.