Description
This role is categorized as HYBRID . This means the successful candidate is expected to report to GM - Cadillac Tower or House three times per week, at minimum. This job may be eligible for relocation benefits.
Cadillac House at Vanderbilt is a state-of-the-art facility in Warren, MI, dedicated to custom vehicle design and bespoke craftsmanship. It is home to the CELESTIQ, Cadillac's custom-commissioned, hand-built, and extraordinarily rare flagship.
Your role will be to oversee Cadillac House and the CELESTIQ client experience where we've created a "culture of yes" for our ultra-high-net-worth clientele. Success is marked not only by sales but by building meaningful relationships, creating lasting memories and winning lifelong Cadillac advocates. We're setting the standard of the world for client engagement, and every client interaction and visit to Cadillac House must feel bespoke, highly curated from pre-arrival to departure, and be unforgettable.
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Drawing from your background in ultra-luxury and operational excellence, you'll oversee a team of Cadillac concierges dedicated to building strong client relationships from initial consultation through to delivery and the CELESTIQ ownership experience. This will include optimizing the CELESTIQ concierge-led journey and design process, overseeing the Cadillac House calendar, overseeing client visits and design sessions, planning and executing CELESTIQ delivery moments, managing client gifting, overseeing client communications, and helping support the "culture of yes" for our highly esteemed clientele.
The role will also grow to include global integration and future product.
RESPONSIBILITIES :
- Oversee the Cadillac House operations, staffing, and budget
- Develop calendar of events, serving as the main point of contact for Cadillac House requests and scheduling
- Manage concierge team responsible for maintaining relationships with ultra-high net worth clientele and our dealerships, helping optimize their processes and client engagement approach
- Oversee concierge team process for in-person appointments, including space setup, material preparation, equipment activation, gifting preparation and creation of any surprise and delight elements
- Oversee and contribute to concierge team creation of Cadillac signature luxury elements during client appointments, offering storytelling, surprise & delight, and elevated experiences
- Manage client engagement materials, including in-person and virtual communications, design material samples, and gifting
- Manage day-to-day part commissioning process, coordinate with Concierge, GM Design and commission engineering team to ensure client requests are accurately executed
- Analyze and report out on client pipeline and sales conversion rates, becoming the expert on client acquisition sources, throughput for each client journey stage, reasons for purchase, and reasons for decline
- Be the campion for client requests, working with the entire CELESTIQ program team and Cadillac team at large to create a "culture of yes" while complying with all legal, privacy and safety standards
- Oversee CELESTIQ client delivery, including maintaining Concierge delivery process and talk tracks, communicating and arranging delivery logistics between the concierge, client and dealer, and creating exceptional delivery moments at each client's chosen location
- Create owner engagement by offering special opportunities to CELESTIQ owners, like first-to-know opportunities and exclusive invitations
- Oversee the Cadillac House facility and manage all day-to-day building operations, including maintenance crew, housekeeper and groundskeeping, serving as the onsite safety and facilities lead and maintaining exceptional standards
- May require occasional after hours or weekend work for global clients
- Occasional travel required (est. once per month)
Additional Description
REQUIREMENTS:
- Minimum of 5 years of customer experience, customer service, marketing, event or design experience
- Proven high performer who can work independently
- Experiential operations background
- Experience with ultra-high-net-worth individuals and luxury
- Experience with global clientele preferred
- CX experience with luxury retail goods and events preferred
- Role will require in-personal availability throughout the week; on occasional odd-hours and days to accommodate client appointments
SKILLS:
- Strong communication skills
- Highly organized with an ability to effectively manage multiple assignments
- Cross-functional agility and business acumen
- Strategic thinker
- Ability to make/recognize effective trade-off decisions and can negotiate skillfully in tough situations with both internal and external groups, can win concessions without damaging relationships
- Ability to work well in a complex team environment and breakdown barriers or marshal resources (people, funding, material, support) to get things done; uses resources effectively and efficiently
- Ability to present to and influence senior leaders
- Ability to lead and motivate a team
- Outstanding project management capability
- Ability to write clearly and succinctly in a variety of communication settings and styles; can get messages across that have the desired effect
- Ability to occasionally travel and work off-hours
GM DOES NOT PROVIDE IMMIGRATION-RELATED SPONSORSHIP FOR THIS ROLE. DO NOT APPLY FOR THIS ROLE IF YOU WILL NEED GM IMMIGRATION SPONSORSHIP (e.g., H-1B, TN, STEM OPT, etc.) NOW OR IN THE FUTURE.
- #LI-MO1
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