Client Relations Team Manager

Winston Flowers - Boston, MA

Full-time - Manager

Boston, MA

Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers

About the position

The Concierge Manager at Winston Flowers is responsible for leading the Special Services team to enhance the client experience for elite-level clients. This role focuses on building personalized relationships, providing exceptional service, and driving business growth through proactive engagement and innovative strategies.

Responsibilities

• Build lasting, personalized relationships with elite clientele, acting as their trusted advisor.
• Anticipate client needs, desires, and preferences to exceed expectations.
• Provide world-class customer service reflecting the highest standards of excellence.
• Identify opportunities to delight clients with personalized touches and surprises.
• Collaborate with the Account Executive team to foster existing client relationships and identify new sales opportunities.
• Create bespoke floral arrangements and experiences that exceed client expectations.
• Oversee day-to-day operations of the Special Services team, ensuring standards and goals are met.
• Mentor, develop, and inspire team members to foster a culture of excellence.
• Contribute to the development and implementation of innovative strategies to enhance client experience and drive business growth.
• Stay abreast of industry trends and best practices.

Requirements

• Proven experience in managing high-end clients and providing exceptional service in a luxury hospitality environment preferred.
• Strong interpersonal skills and a passion for building lasting relationships.
• A proactive and results-oriented mindset, with a proven ability to anticipate client needs and exceed expectations.
• Excellent communication and organizational skills.
• Proficiency in Microsoft Office applications.
• A deep appreciation for the beauty and artistry of flowers.

Nice-to-haves

• Previous professional or personal experience in floriculture, horticulture, and/or design is a plus but not required.