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

THE POSITION

We are seeking a Head  Concierge to lead and elevate our client 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.

KEY ROLES AND RESPONSIBILITIES

Client Experience Leadership

• 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.

Team Leadership & Development

• 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.

Operational Excellence

• 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.

Ticket & Technology Systems

• 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.

Collaboration with Global Retail Teams

• 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.

Innovation & Lifestyle Engagement

• 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.

Reporting & Insights

• 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 opportunities to elevate the customer journey.
• Translate data into actionable strategies that enhance both client satisfaction and commercial success.

SKILLS AND EXPERIENCE

• 10+ years of experience in luxury customer service, hospitality, or lifestyle management.
• Strong leadership background with global/multi-channel team management.
• Deep understanding of HNW and UHNW client expectations.
• Exceptional communication and relationship-building skills.
• Fluency in English; other languages a strong advantage.
• Proficiency in CRM platforms and customer insights tools.
• A polished, professional presence that radiates warmth and confidence.

OUR IDEAL CANDIDATE

• Understands luxury lifestyles, travel, and the art of holiday living.
• Warm, discreet, and intuitive, able to anticipate client needs before they are expressed.
• Passionate about sunshine, culture, and global destinations.
• Agile and proactive, with the energy to thrive in a fast-paced, international environment.
• A natural host, relationship builder, and ambassador for the Orlebar Brown lifestyle.

WHAT WE OFFER

• Being part of a diverse working environment of people who we learn from every day.
• The chance to train and develop your skills in a fast-working environment.

Competitive benefits package:

• Physical wellbeing: Private medical insurance covering pre-existing medical conditions and ability to add family members, online GP app with 24/7 appointments, available within 24 hours and cycle scheme participation for a tax-exempt bike and/or accessories.
• Financial wellbeing: Company pension scheme.
• Lifestyle: Orlebar Brown and CHANEL product discounts and employee-only sales.
• Social: Regular social events with your team.
• Employee Recognition: Service award incentives, 1-week office closure to practice what we preach (paid leave and separate from the 25 days annual leave plus UK public holidays).

COMPANY PROFILE

Orlebar Brown launched in March 2007 as a more tailored approach to men’s beach and swim shorts. Based on the traditional pattern of a tailored pair of trousers for men, and with their distinctive side fasteners, they are not just a swim short; they are the original and best shorts you can swim in.

In 2010 we took Orlebar Brown off the beach, out of the pool and into the resort with a range of tees, polos and shirts, and have since then developed the product into a full lifestyle offer including shorts, trousers, sweats, outerwear, knitwear, footwear and accessories.

The brand has rapidly gained global recognition and is sold through multiple channels. Web is the largest channel, delivering to customers globally through The first Orlebar Brown store opened in London in 2011, and there are now seven stores in the UK and six stores in the US, alongside stores managed by franchisees in Australia, France, Dubai, Greece and Kuwait. The brand is sold in the world’s best Menswear retailers including Selfridges, Harrods, Mr Porter, Le Bon Marche, Saks 5th Avenue and Holt Renfrew amongst others, as well as through key trend and regional independent menswear stores.

In 2018 Orlebar Brown was acquired by Chanel, with a plan to continue the brand’s growth and development internationally and across channels.

We are looking for another strong team player to join us on our journey in establishing Orlebar Brown as the luxury choice lifestyle brand for holiday clothes to wear every day.

At Orlebar Brown, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity, and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience, and potential you could bring to Orlebar Brown.