Lead Concierge | Motorsports Experience

Overview
This senior-level opportunity, based in Dallas, TX, leads and supports the national Concierge program for an industry-leading OEM. The Lead Concierge serves as both a program ambassador and operational leader, ensuring the team consistently delivers an exceptional purchase experience for performance minded enthusiasts. This role bridges strategic oversight and hands-on execution, guiding concierges, supporting high-performing dealers, and enhancing program consistency nationwide. The ideal candidate combines deep industry knowledge, strong leadership capabilities, and a passion for precision and premium customer experiences.

Responsibilities

Leadership & Program Oversight

• Lead, train, and mentor a team of concierges to maintain consistency in communication, process quality, and dealer support standards.
• Serve as the primary escalation point for dealer and customer issues, ensuring timely and professional resolution.
• Monitor nationwide performance metrics, identify trends, and recommend program enhancements.
• Partner with OEM leadership to align concierge activity with broader brand and performance objectives.
• Uphold and reinforce the program philosophy that the dealer is the hero, and the concierge team empowers their success.

Dealer & Program Support

• Oversee dealer relationships across assigned regions, ensuring seamless collaboration and strong alignment with concierge goals.
• Ensure CRM data accuracy, visibility, and utilization across all touchpoints for both leads and dealer reporting.
• Provide structured insights through lead summaries, engagement tracking, and KPI reports.
• Manage process documentation, playbooks, and continuous improvement of dealer communication frameworks.
• Support operational excellence by coordinating with internal teams on reporting cadence, compliance, and workflow optimization.

Customer Engagement & Experience Quality

• Guide and support concierge outreach activities, ensuring clear, consistent, and brand-aligned communication throughout the ownership journey.
• Maintain oversight of key customer touchpoints—initial inquiry, order placement, production updates, and delivery.
• Ensure all customer interactions are carefully documented for dealer visibility and quality assurance.
• Develop case studies and success stories highlighting exceptional customer experiences and dealer collaboration.

Qualifications

• Bachelor’s degree in a related field, preferred.
• Motorsports enthusiast or prior experience with a performance OEM brand.
• 6 years of experience in automotive, luxury retail, hospitality, or premium customer experience and at least 2 years in a leadership or supervisory role.
• Proven ability to lead, coach, and inspire customer-focused teams.
• Strong CRM proficiency and data accuracy discipline.
• Excellent organizational, communication, and project management skills.
• Solid understanding of dealer operations and retail network collaboration.
• Passion for performance vehicles and premium customer engagement.

Helpful, but not required

• Experience managing or consulting with automotive dealer networks.
• Working knowledge of CRM or CX analytics platforms.