MECCA Bourke Street - Assistant Concierge Manager

Since our beginnings in 1997, MECCA has redefined the beauty landscape in Australia and Aotearoa (New Zealand), leading in retail innovation and delivering the ultimate beauty experience. Our goal has remained the same since the beginning to help our community look, feel, and be their best.

Now, after almost 27 years in the making, we have opened one of the biggest beauty destinations in the world. At 4000sqm, our new Bourke St Flagship is not only the largest of our 100+ stores but also set to become a landmark destination for the city, and a total beauty wonderland for all who visit. Bourke St is brimming with over 200 brands, 80 exciting new experiences and beauty services, as well as unique product curations and never-seen-before MECCA destinations. From clinical skin services to a Beauty Atelier, the biggest MECCA Perfumeria, an auditorium for MECCAVersity, an Apothecary, and an entire mezzanine dedicated to gifting, this is MECCA's vision for the future of beauty brought to life.

We're seeking an exceptional Assistant Concierge Manager to join our team at the newly opened MECCA Bourke Street flagship store. As a developing leader, you'll support and assist in leading by example, mentor and guide others while setting the standard of excellence in customer experience.

Day-to-day responsibilities: 

As Assistant Concierge Manager, you will work on a full-time basis. This will include shifts across late night and weekend peak trade, working alternate weekends on a 9day fortnight rotation.

• Support in delivering exceptional service experiences and assist the store team to ensure service standards and protocols are always upheld
• Assist concierge team to be equipped and highly knowledgeable to support customers with any assistance or information required
• Handle complex customer queries and complaints, working with the Concierge Manager to resolve issues and provide solutions
• Support store operations to ensure a seamless customer journey
• Support contributing to overall store performance by identifying and assisting in driving actions to improve customer satisfaction and engagement
• Assist in effectively gathering and analysing customer and team feedback to drive improvement for enhanced customer experience
• Support in developing strategies for high customer engagement and assist Services Managers in driving bookings and repeat bookings of MECCA services
• Support in upskilling and host training and drive positive change within the concierge team
• Support the Concierge Manager and work closely with Trading Managers and Events and Activations Manager to assist in building a high performing team
  
  

What you’ll bring to the role:

• Proven track record in building and nurturing high-performing teams of concierge specialists, fostering deep alignment with MECCA Values and cultivating strong relationships across internal and external stakeholders.
• Demonstrated success in driving store KPIs focused on elevating customer satisfaction through innovative customer engagement strategies across all store events and services.
• Genuine authenticity in every interaction, consistently demonstrating empathy and respect while embodying MECCA's core values.
• Keen awareness and continuous monitoring of local events, industry trends, and competitor activities to enhance customer experiences and inform strategic decisions.
• Commitment to continuous professional development and team empowerment, driving growth opportunities to foster innovation and excellence within the team and MECCA.
  
  

Life as Assistant Concierge Manager at MECCA: 

• World-class education opportunities: leadership conferences, training sessions, an online Learning Lab, access to amazing guest speakers including brand founders and business leaders, and once in a lifetime events!   
• Opportunities to earn more with our monthly performance bonus program 
• Up to 40% discount to spoil yourselves and your immediate family, as well as a generous product allowance, subject to company policy!
• A competitive parental support program, including ongoing superannuation payments while on parental leave
  
  

More than skin deep: 

• At MECCA, we're committed to being a force for good – within and beyond the beauty industry. Through our sustainability program, MECCA M-PACT, we’re transforming our business by building environmental and social sustainability-focused thinking into our operations – from our products and footprint to our brands and suppliers.  
• We believe that beauty has the power to change lives. Through our social change movement, MECCA M-POWER, we support a group of over 20 incredible organisations dedicated to creating a future where the next generation can thrive. We strive to fight for women by ensuring their access to education, improving their health, safety and well-being, empowering female-led businesses, supporting women to become financially secure and independent and elevating women's voices in politics and public life.  
  
  

Join us, and together we can make the world over. To learn more about life at MECCA Brands, please visit  https://www.mecca.com.au/retail-careers.html