Director of Concierge Sales
- Compensation
- Not disclosed
- Location
- Miami, FL
- Work setup
- Hybrid
- Seniority
- Not specified
- Employment
- Contract
- Experience
- 3+ years
- Category
- Sales
- Posted
Skills
Must have
- You have sold to consumers, and you were the best on the floor. 6+ years in B2C sales or service where experience is the product: luxury or premium retail, personal shopping, clienteling, high-end hos
- You have led and built teams. 3+ years managing frontline sellers or associates, including hiring, coaching and letting go when needed.
- Your standards are uncomfortably high. You notice details (even poor emoji choice 😈). You can explain why it matters and how to fix it.
- You think in relationships, not transactions. You have built or shaped customer journeys that turn first-time buyers into loyal regulars, and you know how retention, repeat purchase and lifetime value
- You sell well across channels. You know how the dynamics of one-to-one selling changes when it happens in short messages vs. over the phone vs. in-person.
- You make standards teachable. You have written playbooks, training programs or scorecards that turned average performers into strong ones.
- You are curious about AI. You do not need to be technical, but you are excited to coach a machine as well as people, and comfortable giving precise feedback to engineers.
- You are motivated by winning on metrics. You want your pay tied to results and you track the numbers behind great service: conversion, average order value, repeat purchase, response quality.
Nice to have
- Experience in a fast-growing startup or a DTC brand's customer team
- Experience with social selling or DM-based sales on Instagram or TikTok
- Familiarity with Shopify or e-commerce operations
Full description
About Intellica
Intellica triples SMS revenue for DTC brands like Cozy Earth, Travelpro and Collars & Co, with a Sales-as-a-Service offering, powered by real humans in the US.
Imagine you could go into a sales conversation knowing everything you could possibly know about the customer, product and brand. That’s what we’ve built with AI: it’s like an Iron Man suit for sales that helps you convert more and sell faster. It suggests tactics, answers questions and helps draft replies, but always keeps the human seller at the center of the conversation.
If you are a sales nerd this is a unique opportunity to help us automate sales with humans in the loop.
The Role
You will lead our team of human sales concierges and own our revenue number. You will help them sell better, and most importantly own what "great" sounds like, so we can train our AI to help them sell better too.
The leads are already teed up because our team gets to text with visitors to our brands’ websites, while they shop on the site, make purchases, and abandon carts. Based on your experience and taste you will define how we sell the brand’s products to those shoppers, to provide the best experience and maximize revenue.
This is bigger than closing sales. You will design the whole relationship a shopper has with a brand across channels. Every touchpoint should feel like one continuous, unmistakably world-class experience.
We don't expect you to arrive with all the answers. We expect you to go find them: run experiments, study the best sellers and brands in the world, test new ideas against real results, and turn what wins into the new standard.
What you'll do...Own our revenue number
- Have broad influence regarding our concierge sales strategy, team and AI
- Operationally lead our concierge sales team to maximize their revenue
Set and enforce the quality bar
- Define, in writing, what an excellent concierge experience looks like: tone, timing, discovery, recommendations, handling objections, closing, and knowing when not to push.
- Run daily QA on live conversations. Score, flag and correct.
- Turn recurring misses into clear rules and examples the human and AI teams can both follow.
Design the full customer lifecycle
- Map every moment a brand should interact with a customer
- Define what great looks like at each moment and how they connect, so a shopper experiences one relationship.
- Work with the AI and customer success team to bring new lifecycle moments to life and measure how they move retention and repeat purchase.