Store Concierge

Position: New Store Concierge
Summary:
The New Store Concierge is a relationship-driven role designed to welcome, guide, and support new client stores from their earliest interactions through store opening and initial operations. Serving as a trusted partner and single point of contact, the Concierge builds strong relationships with store owners and managers while coordinating seamlessly across internal departments to ensure a smooth, personalized onboarding experience. Rather than focusing on any one function, the Concierge coordinates people, processes, and information across the organization to create a consistent, personalized, efficient and overall 'best-in-class' onboarding journey for each new store.

Job Description:

• Serve as the primary point of contact for new store owners and managers throughout the onboarding process.
• Build trusted relationships and function as an internal advocate for store needs and priorities.
• Deliver a white-glove onboarding experience that reflects client's partnership values.
• Coordinate onboarding efforts across internal KF teams, vendors, and stores to ensure alignment and seamless experience.
  • Assist/Lead bi-weekly internal 'Conversion checklist calls' with internal teams
• Guide new stores through what to expect during the onboarding process, including required forms and documentation, systems access, training, etc.
• Translate store needs into actionable requirements for internal partners and communicate status back to the store.
• Assess goals and readiness to tailor onboarding support and connect stores with appropriate resources.
• Provide timely guidance and hands-on support to maintain progress.
• Anticipate challenges and address issues before they impact onboarding.
• Identify and resolve gaps or miscommunications, ensuring clear next steps and follow- through.
• Monitor 30 days' post-opening progress and proactively connect stores with additional resources as needed.
• Capture early feedback and surface insights to improve the onboarding experience for future stores.

Qualifications:

• Bachelor's degree or equivalent work experience preferred.
• 3–5 years of experience in onboarding, operations, customer success, account management, or a related role.
• Strong organizational and coordination skills with the ability to manage multiple initiatives simultaneously.
• Excellent communication and people skills with a service-oriented mindset.
• Sense of urgency and confidence in elevating issues internally for resolution (as necessary).
• Proven ability to work cross-functionally and influence without direct authority.
• Comfortable delivering informal training and operational guidance.
• Proficiency in Microsoft Office and relevant onboarding, project management, or CRM systems.
• * Bilingual In Spanish Is Strongly Preferred
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