Showroom Host & Customer Experience Coordinator

About the Role

The Mercedes-Benz North Dublin team of MSL Motor Group is expanding during an exciting phase of development. Initially based at the Navan Road location, the role involves relocating to our new flagship dealership in North City Business Park, Dublin 11, in Q3 2026. This state-of-the-art facility will combine sales and service operations into one purpose-built luxury environment following the latest Mercedes-Benz MAR20X Retail Standards.

In this capacity, you will serve as the primary point of contact and brand ambassador, ensuring every visitor to the showroom receives an inviting, professional, and memorable greeting. The role requires coordinating customer journeys across sales and aftersales, promoting a seamless experience that reflects the highest standards of hospitality and efficiency.

Key Responsibilities

• Warmly and professionally welcome all visitors, providing a positive first impression aligned with the Mercedes-Benz brand.
• Identify each customer's visit purpose and requirements with attention and care.
• Manage appointments and customer flow using the Mercedes-Benz Welcome Assist system and dealership protocols.
• Promptly notify relevant personnel including Sales Executives, Product Experts, and Service Advisors to ensure efficient introductions.
• Coordinate customer visits across sales and aftersales departments to minimize wait times and maintain effective communication.
• Offer refreshments and ensure customer comfort while waiting; escort visitors through the showroom as appropriate.
• Operate the main reception and telephone switchboard with professionalism, promptly addressing incoming calls and directing inquiries appropriately.
• Maintain dealership communication channels, including managing emails, recording customer data accurately in CRM and Dealer Management Systems, and assisting with follow-up interactions.
• Support dealership initiatives such as customer satisfaction surveys, loyalty programs, showroom events, vehicle launches, and hospitality initiatives.
• Ensure the showroom environment, including reception, lounges, and displays, adheres to luxury brand standards, maintaining cleanliness, operation of digital displays, and hospitality provisions.
• Assist the sales and aftersales teams during busy periods, handle customer concerns tactfully, and work collaboratively with management to improve the overall customer experience.
• Perform various administrative duties and reporting tasks as needed.

Required Skills and Experience

• Proven background in luxury hospitality, premium retail, hotel reception, airline customer service, or similar customer-facing roles.
• Exceptional customer service and interpersonal communication skills.
• Professional appearance with excellent organisational and administrative capabilities.
• Strong IT proficiency and ability to multitask and prioritise in a busy setting.
• Ability to maintain composure, demonstrate a warm and engaging personality, and quickly build rapport with customers.
• High emotional intelligence, polite telephone manner, and enthusiasm for delivering outstanding experiences.

Desired Qualifications

• Experience within the automotive sector or familiarity with CRM and Dealer Management Systems.
• Prior involvement in coordinating customer appointments and knowledge of the Mercedes-Benz brand.
• background in luxury customer service environments is a plus.

Personal Attributes

• Passion for creating extraordinary customer experiences and pride in making memorable impressions.
• Approachable, empathetic, and highly professional with an engaging demeanor.
• Team-oriented with the initiative to solve problems and maintain high organizational standards and attention to detail.
• Consistently represent the Mercedes-Benz brand with confidence and professionalism.