Head Concierge

Job Introduction

Selfridges has always been much more than a shop. We’re a social space where everyone is welcome and feels a sense of belonging, a creative playground where culture and commerce collide, and an experimental hub where you can discover the most innovative and sustainable ideas in retail. We’re here to help make the world brighter. And you can be an important part of this. We’ll talk more about the role below, but before we get to that, let’s share with you the good stuff…  

Rewards and benefits 

Life at Selfridges is dynamic, exciting, and always evolving. As well as working with some of the most cutting-edge, iconic and boundary-pushing brands, designers and creatives, we also offer our team members opportunities to help make a positive difference through our network of communities, both within and outside Selfridges. Here are just a few of our rewards and benefits that help make our team experience that bit more extraordinary. 

• Flexible working options to benefit you, your family and your wellbeing that can include part-time, flexi-time, job sharing or working remotely 

• Generous annual leave that increases with length of service 

• Up to five paid volunteering days – from beach cleans to co-ordinating food and clothing donations 

• Family leave that suits your set up including Maternity, Paternity, Adoption, Surrogacy and Shared Parental leave policies 

• Defined pension contribution scheme  

• Generous bonus and/or commission scheme  

• Enviable team member discount including sale previews and double discount days 

• Exclusive local discounts on a range of restaurants, bars, beauticians and entertainment 

• Subsidised gym memberships  

• Annual travel pass and cycle-to-work schemes  

• A sustainable car salary sacrifice scheme 

• Several internal communities to get involved in from our Diversity Board and Green Warriors who are leading the charge on D,E&I and sustainability, to the Wellbeings who are always thinking of new ways to champion healthy minds, bodies and routines for our team members 

• Workplace Options, our confidential team member assistance programme for when life gets tricky or you need a little guidance 

• Access to a wide range of training programmes to help your career development 

Read on to find out how you can play your part in Reinventing Retail… 

Role Responsibility

You will be a fantastic ambassador for Selfridges leading our Concierge team and inspiring them to provide a world class service for our clients.

As the Head Concierge you will :

• Provide a clear presence at the Concierge desk, leading our concierge team with confidence ensuring standards of behaviour and service are world class, making everything seamless for our customers, ensuring they have an amazing experience in store
• Ensuring the Concierge teams (including VIP Concierge) respond promptly (same day) and professionally to all client requests that arise, in person, over the telephone and by email.
• Innovative in finding solutions to fulfill all client requests we get either in store or other requests
• Host clients in store introducing them to the best of Selfridges and connecting them with other team members where appropriate (e.g. Personal Shopping)
• Develop operating model for Selfridges concierge so that we have the infrastructure in place to make everything seamless for our clients, with the right tools to deliver a first class service
• Where possible introduce yourself to Selfridges VIPs to ensure they benefit from the very best of Selfridges, even when they are not in store
• Work closely with hotels introducing their best clients to store where possible (domestic and international), as well as ensuring we provide a great service to the Hotels in handling requests from their clients irrespective of value
• Strategically target London’s elite hotels creating partnerships to generate UHNW footfall to store, maximising Selfridges market share with domestic and international clients.
• Manage the VIP rooms so they are always presented to a world class standard

The Ideal Candidate

• Head Concierge with a minimum of 5 years experience in the role, working in a 5* hotel currently and member of the Golden Keys
• Well connected in London and beyond with a network of trusted relationships which enable you to deliver client requests successfully
• Confident in your skills and experience, working with gravitas to present yourself well to UHNW clients and senior stakeholders
• A service expert. Accustomed to working in a luxury environment with a sense of pace and understanding that every customer matters irrespective of their spend​
• Accustomed to looking after elite domestic and international clients, enabling the little details that matter in delivering world class experiences for these clients
• An excellent communicator. Your friendly and confident manner is appreciated by customers, team members and stakeholders alike ​
• Experienced leader. You have managed teams of at least 10 people before, capable and are skilled in motivating and inspiring them to always do their best for the client. You understand the importance of leading by example and provide coaching and feedback to help develop your teams, confident in addressing any issues as they arise
• Collaborative. Building relationships is one of your strengths. Whether it’s with teams across the store including concessions, or external partners such as hotels and other institutions
• Strategically focused on working with London’s 5* Hotel community to ensure the best elite hotel clients (domestic and International) visit Selfridges either by using the Concierge services or through partnership agreements – once the customers are in store enabling Selfridges to cultivate relationships with them long term
• Adaptable and resilient. You demonstrate great flexibility especially in delivering seamlessly client requests and showing full ownership in doing so

Package Description

We are looking for an experienced Head Concierge to join our dynamic Retail Services team in London Oxford Street. We’ll talk more about the role below, but before we get to that, let’s share with you the good stuff…

About the Company

Everyone is welcome 

Selfridges is a place where we want everyone to feel a sense of belonging. We embrace every self and are committed to cultivating a diverse and inclusive working culture. We are leading with purpose to not only increase the visibility and recognition of under-represented talent within our organisation, but the wider industry too. Here at Selfridges, everyone is welcome – irrespective of race, gender, ethnicity, sexuality, age or disability, we stand by equal opportunities for all.   

Our awards cabinet  

We’re not ones to brag, but since you asked...Selfridges has won the award for The World’s Best Department Store an unprecedented four times at the IGDS awards, with an additional award for the Best Sustainability Campaign. We were also recognised as a ‘Best 25 Big Company to Work For 2020’ as awarded by The Sunday Times. 

Selfridges