Job Description

Position: Boutique Concierge

Location: Soho, New York City

For those ready to build a legacy

Joining Universal Genève at this stage means becoming part of a rare and defining relaunch, with the opportunity to help shape a new standard of client experience.

As a Conciergerie Ambassador, you are the first voice and first impression of the Maison. You will ensure that every interaction—whether a simple inquiry or a complex request—is handled with precision, care, and intention.

For those who value craft, ownership, and excellence in execution, this role offers the chance to contribute to a truly distinctive and modern vision of luxury service.

About Universal Genève

Founded in 1894, Universal Genève is an iconic Swiss watchmaking Maison celebrated for its rich heritage and timeless elegance. Known as the “Couturier de la Montre”, the Maison unites technical excellence with refined design, crafting timepieces with the same precision, creativity, and attention to detail as a couture creation.

Today, Universal Genève enters a new chapter. Its revival is shaped by exceptional timepieces and a commitment to offering a client journey that is seamless, personal, and elevated.

At Universal Genève , every experience is crafted with intention. Every gesture, every interaction, every detail is tailored to the individual rather than the catalogue.

This philosophy shapes the Boutique Concierge role, where service is approached with the same care and precision as watchmaking itself.

Role overview

The Boutique Concierge is a hybrid, high-touch luxury client interface operating from a dedicated space within the flagship New York City boutique. Reporting to the Boutique Director with a functional dotted-line to the Breitling Contact Center (CRC) Team Lead in Connecticut, this role acts as the bridge between regional contact center operations and high-touch retail hospitality.

This role is outbound-focused and content-led, dedicated to cultivating relationships across the Americas through private appointments, video viewings, remote sales, and clienteling. While maintaining remote client touchpoints via Salesforce and telephony, the Ambassador steps onto the boutique floor to deliver elevated, in-person hospitality during peak traffic windows.

The workload is balanced at 65% Retail (Boutique Sales & Floor Hospitality) and 35% Conciergerie / Contact Center Support. The Ambassador also serves as the second-in-line backup for inbound Americas hotline calls when the primary Connecticut team is unavailable.

Your craft

1. Remote Clienteling, Outbound Outreach & Video Sales (Concierge)

• Outbound Client Development: Proactively engage collectors and prospective clients across the Americas via phone, email, and digital channels for remote sales, event invitations, and special piece allocations.
• Digital Consultation Suites: Host private, high-definition video consultations and virtual watch viewings from the dedicated back-office Conciergerie suite in the NYC boutique.
• Secondary Hotline Support: Act as the second-line response for inbound phone calls via Aircall when Connecticut CRC team members are unavailable.
• Case Resolution: Manage cases assigned or escalated via Salesforce from the Connecticut CRC team, ensuring end-to-end follow-through and seamless continuity without loss of quality.

2. Boutique Floor Presence & Luxury Retail (Retail)

• High-Touch Floor Support: Step onto the boutique floor in full Maison uniform during peak retail traffic windows (midday lunch rush and evening post-work rush) to host walk-in VIPs, manage foot traffic, and deliver exceptional service.
• Clienteling Continuity: Transition remote client relationships into in-person boutique appointments, hosting collectors who visit the NYC boutique.
• Operations & Presentation: Participate in pre-opening setup, security/safe routines, daily morning team briefings, and post-closing floor reconciliation alongside the boutique team.

3. Data Discipline & Systems Management

• Support CRM Management: Maintain flawless client records within Salesforce, capturing qualitative insights, personal preferences, and detailed interaction histories.
• Cross-Functional Coordination: Act as a central relay between remote clients, the NYC boutique team, HQ teams, and logistics/after-sales to manage deliveries and custom requests

What will make you successful/What it takes

• Luxury Experience: Minimum 3–5 years in luxury client services, high-end watchmaking/jewelry retail, private client relations, or premium hospitality.
• Hybrid Versatility: Demonstrated ability to transition seamlessly between digital clienteling/phone communication and high-touch, in-person luxury retail sales.
• System Fluency: Proficient with CRM platforms (Salesforce) and cloud telephony.
• Communication Skills: Excellent verbal and written English; fluency in French or Spanish is an asset.
• Organizational Mastery: Strong self-management skills to strictly maintain the balance between remote contact center commitments and boutique floor duties.
• Poise & Ownership: High emotional intelligence, composure during client escalations, and a commitment to quiet excellence and attention to detail.

Tailor a New Legacy

Every magnificent revival requires a visionary to guide it. If you are ready to measure, cut, and stitch the future of our retail excellence, we invite you to shape the vision of our New York City flagship. Join Universal Genève and craft an unforgettable experience for the world's most discerning collectors.

Your new employer

We encourage everyone to bring true authenticity to work and contribute to our shared mission to redefine luxury. We prioritize the well-being of our employees by fostering an environment of diversity, equity, and inclusion, where every voice is heard and valued.

We believe that happy, healthy employees are the key to success, which is why we offer competitive benefits, including:

• Medical, Dental, and Vision benefits
• FSA & HSA
• Group life insurance and disability benefits
• Paid parental leave and adoption support
• Gym and Vision reimbursements
• Retirement Savings Plan (401k) with company match
• Paid Time Off
• Education Assistance
• Employee Assistance Program
• Commuter benefits
• Employee Discount

The range of this position is $26 - $28/hourly. Several factors, including your specific skills and experience, geographic region, or other relevant factors, will determine your actual salary

Physical Demands:

While performing the duties of this job, the employee is regularly required to sit; use hands to hold, handle, or feel; reach with hands and arms; and talk and hear. The employee is occasionally required to stand; walk; climb or balance; and stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 10-30 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Universal Geneve is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, sex, sexual orientation, gender identity, race, color, creed, religion, ethnicity, national origin, citizenship, disability, marital status, military status, pregnancy or any other legally-recognized protected basis prohibited by applicable law.

Want to take on this mission and join our team? Apply now!

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