Director of Concierge Sales

Intellica is seeking a leader for its human sales concierge team, which texts with visitors to DTC brands' websites while they shop, make purchases and abandon carts. The role owns the revenue number, sets the quality bar for concierge conversations, designs the full customer lifecycle across channels, and works with the AI team to train the sales agent. The role also involves running experiments, training and hiring a team, and tying compensation to quality and revenue.

Responsibilities

Own the revenue number; Operationally lead the concierge sales team to maximize revenue; Have broad influence regarding concierge sales strategy, team and AI; Define, in writing, what an excellent concierge experience looks like; Run daily QA on live conversations: score, flag and correct; Turn recurring misses into clear rules and examples for human and AI teams; Map every moment a brand should interact with a customer; Define what great looks like at each lifecycle moment; Work with the AI and customer success team to bring new lifecycle moments to life and measure their impact on retention and repeat purchase; Turn taste into material the AI can learn from; Review agent output at scale and tell engineers what to change and why; Help define evaluation criteria for grading the agent against each brand's voice and goals; Design and run experiments on the current sales playbook; Research top retail associates, personal shoppers and other inspiration; Run regular training sessions and one-on-one coaching on reviewing, editing and approving messages; Track each reviewer's quality and performance; Define the profile of top talent, build an ongoing pipeline and hire against it; Set compensation and incentive structures that reward quality and revenue

Requirements

6+ years in B2C sales or service where experience is the product (luxury or premium retail, personal shopping, clienteling, high-end hospitality or concierge, or DTC customer experience); B2B-only backgrounds are not a fit; 3+ years managing frontline sellers or associates, including hiring, coaching and letting go when needed; Uncomfortably high standards with attention to detail; Ability to explain why details matter and how to fix them; Thinks in relationships, not transactions, with experience building or shaping customer journeys that turn first-time buyers into loyal regulars; Understanding of retfention, repeat purchase and lifetime value; Sells well across channels (short messages, phone and in-person); Has written playbooks, training programs or scorecards that turned average performers into strong ones; Curious about AI and comfortable giving precise feedback to engineers; Motivated by winning on metrics such as conversion, average order value, repeat purchase and 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