Summary: The New Store Concierge is a relationship-driven role designed to welcome, guide, and support new client stores from their earliest interactions through store opening and initial operations. Serving as a trusted partner and single point of contact, the Concierge builds strong relationships with store owners and managers while coordinating seamlessly across internal departments to ensure a smooth, personalized onboarding experience. Rather than focusing on any one function, the Concierge coordinates people, processes, and information across the organization to create a consistent, personalized, efficient and overall 'best-in-class' onboarding journey for each new store.
Job Description:
Serve as the primary point of contact for new store owners and managers throughout the onboarding process.
Build trusted relationships and function as an internal advocate for store needs and priorities.
Deliver a white-glove onboarding experience that reflects client's partnership values.
Coordinate onboarding efforts across internal KF teams, vendors, and stores to ensure alignment and seamless experience.
Assist/Lead bi-weekly internal 'Conversion checklist calls' with internal teams
Guide new stores through what to expect during the onboarding process, including required forms and documentation, systems access, training, etc.
Translate store needs into actionable requirements for internal partners and communicate status back to the store.
Assess goals and readiness to tailor onboarding support and connect stores with appropriate resources.
Provide timely guidance and hands-on support to maintain progress.
Anticipate challenges and address issues before they impact onboarding.
Identify and resolve gaps or miscommunications, ensuring clear next steps and follow- through.
Monitor 30 days' post-opening progress and proactively connect stores with additional resources as needed.
Capture early feedback and surface insights to improve the onboarding experience for future stores.
Qualifications:
Bachelor's degree or equivalent work experience preferred.
35 years of experience in onboarding, operations, customer success, account management, or a related role.
Strong organizational and coordination skills with the ability to manage multiple initiatives simultaneously.
Excellent communication and people skills with a service-oriented mindset.
Sense of urgency and confidence in elevating issues internally for resolution (as necessary).
Proven ability to work cross-functionally and influence without direct authority.
Comfortable delivering informal training and operational guidance.
Proficiency in Microsoft Office and relevant onboarding, project management, or CRM systems.