Concierge

Business Team

The Business Team serves as the first point of contact for all store visitors, ensuring a seamless, well-

managed, and professional customer experience. The role includes handling inquiries, managing

appointments, coordinating customer flow, and delivering efficient front-desk support while upholding

brand standards. They are also responsible for end-to-end pre-, during-, and post-sales coordination—

ensuring store readiness, enabling smooth in-store client engagement, and managing post-sales

processes including alterations and overall exit experience.

Key Result Areas (KRAs)

1. Client Journey Oversight

Monitor and coordinate the end-to-end client journey across all store touchpoints to ensure smooth,

comfortable and premium client experiences

2. Pre-Visit Operational Readiness

Ensure all client-facing desks, teams and information systems are prepared before store opening,

including appointment review and readiness for priority clients

3. Hospitality & Service Excellence

Maintain consistent hospitality standards across the store and ensure associates follow defined

service protocols during client interactions

4. Sales Support & Business Enablement

Support associates during client interactions to facilitate smooth product presentation, cross-selling

opportunities and sales conversion

5. Post-Visit Coordination & After-Sales Flow

Ensure seamless transition of clients to billing, QRD and after-sales processes while maintaining

communication and service continuity

Key Performance Indicators (KPIs)

1. Client Journey Efficiency

Ensure smooth coordination across all client-facing touchpoints with minimal service delays during

active client visits

2. Operational Readiness Compliance

100% completion of daily logs, appointment reviews and desk readiness checks before store

opening

3. Hospitality & Service Standards

Maintain minimum 90% compliance with hospitality and service protocols during observed client

interactions

4. Sales Support Contribution

Enable cross-selling or assisted sales opportunities in at least 20% of supported client interactions

5. Escalation Resolution & Client Feedback

Resolve 100% client concerns during store visits where possible and ensure feedback insights are

documented for service improvement