Concierge - GLD : Job Details

Job Title: GLD Concierge (Miami- Wynwood in office)

Department: Sales Ops

Location: Miami, FL (on-site)

Reports To: Director of Wholesale Sales

Works With: Product Development, Sourcing, Logistics, Operations, Customer Experience

Overview:

GLD is a fast-growing jewelry brand known for its accessible, in-stock styles. As demand grows for custom and premium jewelry, we are launching a white-glove concierge service focused on personalized, high-touch customer experiences. The GLD Concierge will serve as the face of this premium offering—supporting custom and made-to-order requests with seamless coordination across product development and operations, while delivering exceptional service that builds long-term client relationships.

Why Work at GLD:

• Industry Disruptor: Join a team that's shaking up the jewelry industry with bold design, celebrity collaborations, and a fan-first approach.
• Creative Energy: Work alongside a passionate, collaborative team in a culture that values creativity, speed, and ownership.
• Customer-Obsessed: Be part of building something new—our premium and custom jewelry program—and play a key role in shaping its future.
• Growth-Oriented: GLD is scaling rapidly with new product categories, retail expansion, and global reach—offering lots of opportunity to grow your career.
• Culture First: Enjoy a dynamic, fast-paced work environment where no two days are the same and wins are always celebrated—especially in our Miami HQ.

Key Responsibilities:

Custom Jewelry Coordination (via Concierge Portal or Direct Sales):

• Act as the primary point of contact for customers purchasing custom pieces, ensuring a seamless, luxury experience from inquiry through delivery.
• Collaborate with Product Development to translate customer requests into detailed design briefs.
• Communicate directly with customers to gather requirements, set expectations, and provide regular progress updates.
• Ensure orders are delivered on time—including arranging expedited shipping where needed.
• Personally prepare and package each custom order, including hand-written notes and white-glove finishing touches.

Made-to-Order Premium Jewelry (Solid Gold / High-End Materials):

• Manage the full lifecycle of made-to-order requests—from intake to supplier coordination to final delivery.
• Liaise with supplier partners to place and track orders, ensuring product quality and timeliness.
• Maintain clear and proactive communication with customers throughout the process.
• Drive post-purchase engagement with follow-ups that build brand loyalty and encourage future purchases.

Clienteling & Relationship Building:

• Deliver personalized service that reflects the GLD standard and fosters long-term customer relationships.
• Maintain detailed customer notes and histories to inform future sales and outreach.
• Assist in developing SOPs and insights that will inform the future structure of the GLD Concierge program.

Qualifications:

• Experience in demi fine to fine jewelry a must.
• Experience in luxury retail, client services, or custom sales preferred.
• Strong communication skills with a high level of empathy and attention to detail.
• Comfort managing complex, multi-step orders across departments.
• Ability to deliver exceptional customer experiences under tight timelines.
• Highly organized and proactive—able to own processes end-to-end.
• Knowledge of jewelry, materials, or luxury goods a plus.