Head of Concierge

Role- Head of Concierge 

  Exp- 15+ years 

  Location- Bangalore 

  Work Model- WFO 

  Must have experience in Concierge services for Banking industry. 

  The Head of Concierge will be responsible for overseeing the entire concierge business unit, driving  

growth through new and existing accounts, managing partnerships, and ensuring operational  

excellence. The role requires strategic leadership, business development expertise, and strong  

financial acumen to ensure the business achieves its revenue and profitability goals. 

  Key Responsibilities: 

1. Own and Run the Business Unit 

• Take full ownership of the concierge business, overseeing all aspects of its operation, from strategy to execution. 

• Lead the business with a focus on delivering exceptional customer experiences while achieving financial targets. 

• Ensure alignment with the company’s overall goals and contribute to its growth and success. 

2. Increase Concierge Business by Acquiring New Accounts 

• Drive business development efforts to identify and onboard new clients, focusing on sectors where concierge services can add significant value. 

• Develop and implement strategies to expand the business into new markets and industries. 

• Build relationships with key decision-makers in target organizations to secure high-value  contracts. 

3. Farm and Grow Existing Accounts 

• Manage and nurture relationships with current clients to ensure long-term satisfaction and  

retention. 

• Identify opportunities for expanding services within existing accounts, increasing revenue by  offering value-added services. 

• Actively engage with clients to understand their evolving needs and tailor concierge offerings accordingly. 

4. P&L Management 

• Oversee the Profit & Loss (P&L) of the concierge business, ensuring revenue growth while  controlling costs. 

• Monitor financial performance, identify areas for improvement, and adjust strategies to meet  profitability goals. 

• Ensure all operations are cost-efficient without compromising service quality. 

5. Sign Up Alliances and Partnerships 

• Develop strategic partnerships and alliances that can drive growth for the concierge  business. 

• Identify and negotiate with vendors and external partners to enhance service offerings, securing exclusive deals and benefits for clients. 

• Leverage partnerships to create new revenue streams and improve customer satisfaction. 

6. Manage Operations Team 

• Lead and manage the concierge operations team, ensuring they deliver high-quality, personalized services to clients. 

• Ensure the team is well-trained and equipped to handle client requests efficiently and  professionally. 

• Set clear goals, KPIs, and performance metrics, and ensure the team meets service-level  agreements (SLAs). 

  Qualifications: 

• Education: Bachelor’s degree in business, Hospitality, or a related field; MBA or equivalent  preferred. 

• Experience: 12+ years of experience in a leadership role within concierge services, luxury services, or a customer-centric industry, with a proven track record of growing business units. 

• Skills: Strong business development and sales skills, excellent relationship management, financial acumen with P&L management, and leadership in managing operational teams. 

Key Competencies: 

• Strategic Thinking: Ability to see the big picture and plan for long-term business growth. 

• Client Focus: A deep understanding of client needs and the ability to create personalized solutions. 

• Financial Management: Expertise in managing budgets, revenues, and costs to ensure profitability. 

• Partnership Development: Skilled in negotiating and forming strategic partnerships that drive business success. 

• Leadership: Ability to inspire, lead, and manage a team for operational excellence. 

Place of work