Lead Concierge

Job Description

We are seeking a highly motivated and customer-focused individual to join our Lead Process department as a Lead Concierge. This role is critical to delivering an exceptional luxury experience for our customers through proactive outreach and seamless lead management.

Key Responsibilities

• Serve as the primary 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.

Requirements

• 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.

About Polestar

We are an electric performance brand, determined to improve the society we live in. 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.