We are looking for a driven, customer-focused individual to join our Lead Process department as a Lead Concierge. This role is critical to ensuring an exceptional luxury experience for our shared retail consumers through proactive outreach and seamless lead management. With a passion for delivering high-quality service and commitment to operational excellent, the Lead Concierge will collaborate closely with our retail network and internal teams to enhance the customer engagement and lead conversion efforts.
Let us describe the challenge we offer
Our ideal candidate pays strong attention to detail, has excellent written and verbal communication skills and is motivated by the opportunity to make a tangible impact on Polestar’s growth. They are proactive, solution oriented, and thrive in a fast-paced environment. This role provides a unique opportunity to work at the intersection of customer experience, sales operations and innovative outreach, playing a key role in Polestar’s mission to redefine the future of electric performance.
What you’ll do
- Serve as the primary or secondary point of contact for new web leads, ensuring timely outreach and exceptional service in alignment with Polestar’s lead response best practices.
- Collaborate with our retail partners to initiate and facilitate a seamless customer experience from initial contact through to appointment and sale.
- Conduct proactive follow-up with customers to ensure continued engagement, addressing any concerns and promoting the product and current offers.
- Leverage our internal CRM to track customer interactions, document communication efforts, and schedule ongoing follow-ups.
- Maintain a focus on lead conversion by setting customer expectations, providing vehicle information and guiding customers through the purchase journey.
- Support our retail network by offering additional assistance with appointment confirmations, order details, and post-sale follow-ups.
Who you are
Success in this role requires a blend of customer service expertise, sales insight, and a passion for electric vehicles. You should have excellent communication skills and the ability to build and maintain relationships with both customers and internal teams.
- Proven experience in customer engagement or related role, preferably in luxury or high-touch environments.
- Ability to manage multiple tasks efficiently and maintain a strong attention to detail.
- Proficiency in CRM systems.
- Strong organizational skills and the ability to follow detailed processes to ensure high-quality service.
- A collaborative mindset with the ability to work closely with our retailers and cross-functional teams to drive results.
People at Polestar
We know that a change is needed. We also know that each one of us can help bring about that change. Our commitment to becoming climate-neutral by 2040 is just as important to us as being inclusive, diverse, and innovative. Together, we are creating, collaborating and experimenting to usher in a new era of sustainable mobility.
We are an electric performance brand, determined to improve the society we live in.
Is this you? If you are interested in joining the Polestar family, don't wait with submitting your application. We apply a continuous selection process and the job post will be open until the position is filled.
Are you ready for the journey? Which is electric by the way...
