Customer Delivery & Experience Concierge

Customer Delivery & Experience ConciergePosition SummaryThe Customer Delivery & Experience Concierge manages a seamless, high-touch experience for large, heavy, and complex purchases from order confirmation through final delivery. This role serves as the primary customer contact for delivery readiness, expectations, and issue resolution, working closely with customers, delivery partners, internal teams, and strategic retail partners.The position is both a revenue-protection and revenue-generation function, reducing preventable cancellations and delivery issues while identifying opportunities for accessories, upgrades, and additional products.Key ResponsibilitiesCustomer Delivery ExperienceServe as the primary customer contact throughout the pre-delivery process.Conduct proactive outreach to confirm delivery expectations, availability, access requirements, and readiness.Communicate timelines, requirements, and next steps clearly.Coordinate delivery appointments and communication between customers and delivery partners.Identify and resolve potential delivery obstacles before they result in failed deliveries, reschedules, or cancellations.Provide a high-touch, concierge-level experience for large and high-value purchases.Delivery & Logistics CoordinationCoordinate delivery providers to ensure orders are scheduled and executed to customers and program requirements.Confirm access, stairs, gates, clearance, placement, and other site-specific requirements.Monitor orders through delivery and proactively address exceptions.Escalate and resolve complex delivery issues with internal teams and external partners.Identify recurring challenges and recommend process improvements.Develop and maintain a centralized database of authorized dealers and third-party delivery and fulfillment providers capable of handling large, heavy, and specialized products.Maintain accurate provider information, including geographic coverage, capabilities, equipment, delivery methods, contacts, pricing, and service levels.Identify and qualify new providers to expand delivery capabilities and geographic coverage.Evaluate provider performance, customer feedback, service quality, and delivery success rates.Maintain a qualified provider network to support customer demand and strategic account requirements.Build strong relationships with delivery and fulfillment partners while identifying opportunities to improve coverage, service levels, cost efficiency, and customer experience.Revenue Protection & GrowthReduce preventable cancellations by proactively addressing customer concerns and delivery barriers.Identify opportunities for accessories, upgrades, and complementary products.Educate customers on products and services while maintaining a positive experience.Support retention and successful completion of large-product purchases.Track the financial impact of prevented cancellations, resolved delivery issues, and incremental sales opportunities.Identify opportunities to improve the customer journey and program scalability.Performance MeasuresDelivery-related cancellation rateCustomer satisfaction and experiencePre-delivery contact and engagementOrder completion rateAccessory and upgrade revenueRevenue protected through cancellation preventionDelivery issue resolution timeStrategic account/customer satisfactionRequired Experience & Qualifications5+ years of experience in customer experience, customer service, sales support, operations, logistics, account management, or a related field, with demonstrated progression of responsibility.2+ years of leadership or program management experience, including responsibility for processes, performance, or cross-functional initiatives.Proven ability to develop, implement, and scale programs and processes in a customer-facing or operational environment.Strong experience with KPI management, performance reporting, data analysis, and goal setting, with the ability to translate data into actionable business decisions.Demonstrated ability to manage complex customer issues and escalations while balancing customer needs with business objectives.Experience coordinating with internal teams, external service providers, dealers, retailers, or strategic business partners.Strong organizational and project management skills, with the ability to manage multiple priorities, deadlines, and stakeholders in a fast-paced environment.Excellent written and verbal communication skills, with the ability to communicate effectively with customers, business partners, frontline employees, and executive leadership.Strong problem-solving and decision-making skills, with a proactive approach to identifying issues and implementing sustainable solutions.Proficiency in Microsoft Office, particularly Excel, and experience with CRM, ERP, business intelligence, or other reporting systems.Demonstrated commitment to customer experience, operational excellence, accountability, and continuous improvement.Ability to travel periodically for dealer meetings, sales events, training, and other business needs.Bachelor’s degree in Business, Operations, Marketing, Communications, or a related field preferred; equivalent combination of education and experience may be considered.