Concierge Program Lead

RiseMe; Fountain Valley (CA); On-site; USD 120,000 - 160,000; Full time

Job summary

Genesis is seeking a Manager, Genesis Concierge to lead end-to-end program delivery across guest journeys, partnerships and platforms. You will set strategy, operating standards and governance to deliver a seamless, personalized experience for prospects and owners.

You will coordinate cross-functional teams (Sales, Marketing, Customer Experience, Aftersales, Field and Retail partners) to ensure a connected guest journey and high-quality service.

Qualifications

• Must have a high school diploma.
• Bachelor’s degree preferred.
• Five plus years of luxury customer service, hospitality, customer experience, or related program management experience.
• Experience managing cross-functional programs and vendor relationships is preferred.

Responsibilities

• Lead end-to-end Genesis Concierge program strategy, operating standards, governance and KPIs.
• Oversee guest journey from lead intake to owner care and escalation.
• Coordinate cross-functional teams across Sales, Marketing, Customer Experience, Aftersales, Field and Retail partners.
• Manage Concierge platform and CRM requirements, data quality and next-best actions.
• Direct launch readiness for new vehicles and expanded Concierge services, including training and go-live support.

Skills

Luxury service

Customer experience

Program management

Cross-functional coordination

Leadership

Education

High school diploma

Bachelor’s degree

Job description

Genesis is seeking a Manager, Genesis Concierge to lead end-to-end program delivery across guest journeys, partnerships and platforms. You will set strategy, operating standards and governance to deliver a seamless, personalized experience for prospects and owners.

You will coordinate cross-functional teams (Sales, Marketing, Customer Experience, Aftersales, Field and Retail partners) to ensure a connected guest journey and high-quality service.