Concierge & Services Manager

About the role

MECCA is opening a new 2,000 sqm destination at Chadstone combining beauty, wellness and expertise, and is looking for a Concierge & Services Manager. As part of the Concierge & Services leadership team, you lead the concierge and services function end-to-end, with accountability for customer experience, commercial performance and team capability. The role is full-time and may include late-night and weekend shifts.

Key responsibilities

• Deliver exceptional customer experiences and uphold service standards
• Drive customer engagement through services, events and experiences
• Build customer relationships that foster loyalty
• Coach, develop and support concierge specialists and specialist team members
• Partner with Trading Managers, Events & Activations and concession partners
• Contribute to the growth of MECCA-led services through bookings and commercial outcomes
• Support recruitment, onboarding and development of specialist talent

Required profile

• Experience leading or supporting teams in retail, hospitality, concierge, services or customer-facing environments
• Passion for customer service and a track record of coaching and mentoring
• Strong stakeholder management, internal and external
• Ability to build relationships, think long-term and drive change through influence

What we offer

• Leadership conferences, training, an online learning lab and guest speakers
• Monthly performance bonus program
• Discounts for you and your family and a product allowance
• Parental support program with ongoing superannuation during parental leave