Head Concierge

JOB TITLE Head Concierge

ROLE TYPE Full Time

DEPARTMENT Customer Services (Concierge)

REPORTING TO Global Head of Clientelling

LOCATION London, UK. Minimum 3 days office based.

SALARY Competitive

We are seeking a Head Concierge to lead and elevate our customer service function globally. In this pivotal role, you will ensure every customer interaction reflects the spirit of Orlebar Brown: polished yet relaxed, personal yet effortless, and always connected to the joy of holidays and sunshine.

The Head Concierge is not only a leader of operations but also the custodian of the Orlebar Brown lifestyle – anticipating client needs, delivering seamless solutions, and creating experiences that leave a lasting impression.

• Alongside the Global Head of Clientelling, define and deliver a customer service strategy that embodies the Orlebar Brown holiday ethos: intuitive, relaxed, and refined.
• Ensure a seamless client journey across boutiques, digital channels, and after‑sales touchpoints.
• Anticipate client desires, delivering service that exceeds expectations and nurtures loyalty.
• Ensure that there is a clearly defined, universally adopted, tone of voice for all client communications.

• Lead, inspire, and develop a team of service professionals who act as concierges for our clients.
• In addition, collaborate with global in‑store retail team members to leverage their skillset and boost productivity and client experience.
• Develop training programmes and activations for both wider team learning and razor‑focused individual development.
• Implement training that blends luxury service etiquette with the brand’s holiday mindset.
• Cultivate a culture of positivity, empathy, and professionalism.

• Oversee daily operations across multiple channels (phone, email, instant messenger and social media), ensuring service delivery is consistent, elegant, and efficient.
• Work to establish set SLA’s for all channels, and ensure these are met.
• Elevate after‑sales processes – from returns to repairs – ensuring efficient yet personalised care.
• Work with the OB support functions (IT, logistics, CRM and finance etc.) to improve processes both for the business and clients.

• Design and implement a modern ticket management system to streamline all client interactions.
• Ensure the system is intuitive, efficient, and reflective of a luxury service environment.
• Integrate AI tools to assist with triaging, personalisation, and response speed, while keeping the human concierge touch at the forefront.
• Use the platform to centralise client history and communication, giving teams real‑time insights to anticipate and fulfil client needs.

• Partner with the Regional Retail leads, and our boutiques worldwide, to ensure clients receive fast, efficient service in their local timezone and, where possible, in their own language.
• Work closely with retail managers to embed concierge‑style service into stores, giving them greater purpose beyond sales.
• Create systems and workflows that enable retail teams to act as true service hubs – supporting not only in‑store guests but also online and global clients.
• Boost productivity and engagement by empowering retail colleagues to become an integral part of the wider client experience journey.

• Use CRM insights to personalise service, curating recommendations and solutions that reflect travel, leisure, and resort lifestyles.
• Collaborate with Retail, E‑commerce, Marketing, CRM and Logistics to create a seamless end‑to‑end client journey.
• Explore digital and AI solutions that enhance the customer experience without losing the warmth of human connection.

• Define and track key service metrics including CSAT, NPS, retention, mystery shop and first‑contact resolution.
• Analyse trends and customer feedback to identify root causes and implement long‑term improvements.
• Prepare regular reports for the Global Head of Clientelling and senior leadership team, providing clear insights on client behaviour, service performance, and…