Automotive Lead Concierge

This exciting senior-level opportunity is based in Dallas, TX, and offers the chance to lead and support the national Concierge program for an industry-leading Original Equipment Manufacturer (OEM) in the automotive sector. Recognized as a premier organization within the performance vehicle industry, this OEM is dedicated to delivering unparalleled products and services that resonate deeply with performance-minded enthusiasts and discerning customers who prioritize quality, precision, and an exceptional purchase experience.

The company prides itself on its commitment to innovation, premium customer engagement, and fostering deep connections with both its dealers and owners. As a leader in its domain, the organization continually invests in strategic programs aimed at elevating customer satisfaction and reinforcing its brand legacy. The national Concierge program represents a critical facet of this strategy, designed to create a seamless and memorable ownership journey through expert guidance, personalized support, and a philosophy that places the dealer as the central hero empowered by the concierge team.

The Lead Concierge role serves as both an ambassador and an operational leader within this influential program. This position balances strategic oversight with hands-on execution to ensure the concierge team delivers consistent, top-tier service across the country. By guiding concierges, supporting dealership partners, and enhancing program consistency nationwide, the Lead Concierge plays a pivotal role in shaping the customer experience and upholding the brand's high standards.

Individuals in this role will be tasked with leading, training, and mentoring a team of concierges, ensuring that team communication, process quality, and dealer support standards remain exemplary. This role acts as the primary escalation point for dealer and customer issues, requiring timely, professional resolution to sustain positive relationships and long-term loyalty. The Lead Concierge is also responsible for monitoring nationwide performance metrics, identifying trends, and recommending enhancements that support continuous improvement and alignment with the broader performance objectives set by OEM leadership.

Beyond team leadership, the Lead Concierge manages dealer relationships across assigned regions to ensure smooth collaboration and strong alignment with concierge goals. Maintaining CRM data accuracy and ensuring visibility and utilization of this data across touchpoints is essential for optimizing lead management and dealer reporting. The role also supports operational excellence through detailed process documentation, the development of playbooks, and the continuous refinement of dealer communication frameworks.

Customer engagement remains at the core of this role. The Lead Concierge guides concierge outreach activities to ensure all communications are brand-aligned and consistently meet customer expectations throughout the ownership journey—from initial inquiry and order placement to production updates and vehicle delivery. Maintaining thorough documentation for dealer visibility and quality assurance is vital, as is creating case studies and success stories that showcase exceptional customer experiences and fruitful dealer collaboration.

This role presents an exceptional opportunity for a seasoned professional with deep industry knowledge, strong leadership abilities, and a passion for delivering premium customer experiences. The environment is dynamic and fast-paced, appealing to candidates motivated by performance excellence and operational leadership within the automotive or luxury retail sectors. This position promises not only the ability to influence a national program but also contributes meaningfully to the legacy and customer satisfaction of a prestigious automotive brand.