Director of Concierge Sales

Atomic

. Lead the team of human sales concierges and own the revenue number .

Posted 10/27/2026full-timeMiami • Florida • United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading sales teams, shaping customer journeys, and maximizing revenue through effective coaching and operational strategies. Proficient in defining evaluation criteria and translating sales judgment into actionable insights for AI integration.

Highest-signal resume keywords

B2C Sales ExperienceTeam ManagementCustomer Journey DevelopmentSales Playbook CreationAI Feedback Integration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Concierge Sales StrategyRevenue MaximizationQuality AssuranceObjection HandlingTraining Program DevelopmentPerformance TrackingSales Metrics AnalysisCustomer Experience DesignLifecycle Moment MappingDetail Orientation

Soft Skills

CoachingCommunicationProblem-SolvingLeadershipAttention to Detail

Tools & Technologies

ShopifyE-Commerce OperationsAI Systems

Industry Keywords

Luxury RetailPersonal ShoppingClientelingHigh-End HospitalityDTC Customer Experience

About the role

Key responsibilities & impact

Lead the team of human sales concierges and own the revenue number
Shape concierge sales strategy, team operations and AI direction
Operationally lead the concierge sales team to maximize revenue
Define the standard for excellent concierge experiences, including tone, timing, discovery, recommendations, objection handling, closing and knowing when not to push
Run daily quality assurance on live conversations; score, flag and correct issues
Convert recurring misses into clear rules and examples for human and AI teams
Map every moment a brand should interact with a customer and define how lifecycle moments connect
Work with AI and customer success teams to launch lifecycle moments and measure effects on retention and repeat purchase
Translate sales judgment into definitions, message principles and review criteria for AI
Review agent output at scale and provide precise engineering feedback
Define evaluation criteria for grading the agent against each brand's voice and goals
Design and run experiments based on sales-playbook hypotheses
Research leading retail associates, personal shoppers and other sources for inspiration
Run training sessions and one-on-one coaching on reviewing, editing and approving messages
Track reviewer quality and performance and act on findings
Define the top-talent profile, build an ongoing pipeline and hire against it
Set compensation and incentive structures rewarding quality and revenue

Requirements

What you’ll need

6+ years in B2C sales or service where experience is the product, such as luxury or premium retail, personal shopping, clienteling, high-end hospitality or concierge, or DTC customer experience
B2B-only backgrounds are not a fit
3+ years managing frontline sellers or associates, including hiring, coaching and letting go when needed
Ability to notice important details and explain why they matter and how to fix them
Experience building or shaping customer journeys that drive retention, repeat purchase and lifetime value
Experience selling across short messages, phone and in-person channels
Experience writing playbooks, training programs or scorecards
Interest in AI and comfort giving precise feedback to engineers
Motivation to win on metrics including conversion, average order value, repeat purchase and response quality
Nice to have: experience in a fast-growing startup or DTC brand's customer team
Nice to have: social selling or DM-based sales on Instagram or TikTok
Nice to have: familiarity with Shopify or e-commerce operations

Benefits

Comp & perks

Pay tied to results
Compensation and incentive structures that reward quality and revenue, not just volume
Diverse and inclusive workforce
Equal Opportunity Employer