Descripción

This role is categorized as HYBRID . This means the successful candidate is expected to report to GM - Cadillac Tower or House three times per week, at minimum. This job may be eligible for relocation benefits.

Cadillac House at Vanderbilt is a state-of-the-art facility in Warren, MI, dedicated to custom vehicle design and bespoke craftsmanship. It is home to the CELESTIQ, Cadillac’s custom-commissioned, hand-built, and extraordinarily rare flagship.

Your role will be to oversee Cadillac House and the CELESTIQ client experience where we’ve created a “culture of yes” for our ultra-high-net-worth clientele. Success is marked not only by sales but by building meaningful relationships, creating lasting memories and winning lifelong Cadillac advocates. We’re setting the standard of the world for client engagement, and every client interaction and visit to Cadillac House must feel bespoke, highly curated from pre-arrival to departure, and be unforgettable.

Drawing from your background in ultra-luxury and operational excellence, you’ll oversee a team of Cadillac concierges dedicated to building strong client relationships from initial consultation through to delivery and the CELESTIQ ownership experience. This will include optimizing the CELESTIQ concierge-led journey and design process, overseeing the Cadillac House calendar, overseeing client visits and design sessions, planning and executing CELESTIQ delivery moments, managing client gifting, overseeing client communications, and helping support the “culture of yes” for our highly esteemed clientele.

The role will also grow to include global integration and future product.

RESPONSIBILITIES :

Oversee the Cadillac House operations, staffing, and budget
Develop calendar of events, serving as the main point of contact for Cadillac House requests and scheduling
Manage concierge team responsible for maintaining relationships with ultra-high net worth clientele and our dealerships, helping optimize their processes and client engagement approach
Oversee concierge team process for in-person appointments, including space setup, material preparation, equipment activation, gifting preparation and creation of any surprise and delight elements
Oversee and contribute to concierge team creation of Cadillac signature luxury elements during client appointments, offering storytelling, surprise & delight, and elevated experiences
Manage client engagement materials, including in-person and virtual communications, design material samples, and gifting
Manage day-to-day part commissioning process, coordinate with Concierge, GM Design and commission engineering team to ensure client requests are accurately executed
Analyze and report out on client pipeline and sales conversion rates, becoming the expert on client acquisition sources, throughput for each client journey stage, reasons for purchase, and reasons for decline
Be the campion for client requests, working with the entire CELESTIQ program team and Cadillac team at large to create a “culture of yes” while complying with all legal, privacy and safety standards
Oversee CELESTIQ client delivery, including maintaining Concierge delivery process and talk tracks, communicating and arranging delivery logistics between the concierge, client and dealer, and creating exceptional delivery moments at each client’s chosen location
Create owner engagement by offering special opportunities to CELESTIQ owners, like first-to-know opportunities and exclusive invitations
Oversee the Cadillac House facility and manage all day-to-day building operations, including maintenance crew, housekeeper and groundskeeping, serving as the onsite safety and facilities lead and maintaining exceptional standards
May require occasional after hours or weekend work for global clients
Occasional travel required (est. once per month)

[Additional Description]

REQUIREMENTS:

Minimum of 5 years of customer experience, customer service, marketing, event or design experience
Proven high performer who can work independently
Experiential operations background
Experience with ultra-high-net-worth individuals and luxury
Experience with global clientele preferred
CX experience with luxury retail goods and events preferred
Role will require in-personal availability throughout the week; on occasional odd-hours and days to accommodate client appointments

SKILLS:

Strong communication skills
Highly organized with an ability to effectively manage multiple assignments
Cross-functional agility and business acumen
Strategic thinker

Ability to make/recognize effective trade-off decisions and can negotiate skillfully in tough situations with both internal and external groups, can win concessions without damaging relationships
Ability to work well in a complex team environment and breakdown barriers or marshal resources (people, funding, material, support) to get things done; uses resources effectively and efficiently
Ability to present to and influence senior leaders
Ability to lead and motivate a team
Outstanding project management capability
Ability to write clearly and succinctly in a variety of communication settings and styles; can get messages across that have the desired effect
Ability to occasionally travel and work off-hours

GM DOES NOT PROVIDE IMMIGRATION-RELATED SPONSORSHIP FOR THIS ROLE. DO NOT APPLY FOR THIS ROLE IF YOU WILL NEED GM IMMIGRATION SPONSORSHIP (e.g., H-1B, TN, STEM OPT, etc.) NOW OR IN THE FUTURE.

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