Appointment & Client Experience Manager

Zachary Daniels; Greater London; On-site; GBP 40,000 - 60,000; Full time

Job summary

Zachary Daniels is seeking an experienced client experience professional for a senior front-of-house role in a prestigious luxury retailer. The role ensures seamless and exceptional experiences for every client, from arrival through to departure, coordinating movement of clients and staff and supervising the Host team.

You will oversee appointments, brief client-facing teams, manage schedules and service areas, and support VIP visits, maintaining the highest standards of presentation and service

Qualifications

• Experience in luxury, premium hospitality, private members' club, concierge, aviation or high-end retail environment.
• Experience coordinating or managing a client-facing team.
• Excellent organisational and communication skills.
• Strong attention to detail and the ability to anticipate client needs.
• Polished, calm and highly professional manner.
• Ability to manage multiple priorities in a fast-paced environment.
• Absolute discretion when dealing with high-profile clients.

Responsibilities

• Coordinate the smooth movement and flow of clients throughout the environment.
• Manage and coordinate the Host/front-of-house team.
• Ensure appointments, client desks and service areas are fully prepared.
• Liaise with client-facing teams to ensure everyone is briefed ahead of appointments.
• Manage schedules, staff allocation and daily client activity.
• Support VIP and high-profile client visits and events.
• Maintain exceptional presentation and service standards.
• Anticipate client requirements and resolve issues quickly and discreetly.
• Use Excel and internal systems to manage schedules and information.
• Support and develop the Host team to deliver consistently exceptional service.

Skills

Client experience

Team coordination

Organisational skills

Attention to detail

Discretion

Communication skills

Tools

Excel

Internal systems

Job description

An exciting opportunity for an experienced client experience professional to join a prestigious luxury retailer in a senior front-of-house position.

This role is responsible for ensuring a seamless and exceptional experience for every client, from arrival through to departure. You will coordinate the movement of clients and staff, oversee the Host team and ensure every appointment is meticulously prepared.

Think of the role as a maître d' within an exceptional luxury environment - anticipating requirements, coordinating the team and ensuring every detail is taken care of.

Key Responsibilities

• Coordinate the smooth movement and flow of clients throughout the environment.
• Manage and coordinate the Host/front-of-house team.
• Ensure appointments, client desks and service areas are fully prepared.
• Liaise with client-facing teams to ensure everyone is briefed ahead of appointments.
• Manage schedules, staff allocation and daily client activity.
• Support VIP and high-profile client visits and events.
• Maintain exceptional presentation and service standards.
• Anticipate client requirements and resolve issues quickly and discreetly.
• Use Excel and internal systems to manage schedules and information.
• Support and develop the Host team to deliver consistently exceptional service.

About You

We are looking for someone with experience in a luxury, premium hospitality, private members' club, concierge, aviation or high-end retail environment.

You will have:

• Experience working with HNW/UHNW clients or within a luxury service environment.
• Previous experience coordinating or managing a client-facing team.
• Excellent organisational and communication skills.
• Strong attention to detail and the ability to anticipate client needs.
• A polished, calm and highly professional manner.
• The ability to manage multiple priorities in a fast-paced environment.
• Absolute discretion when dealing with high-profile clients.

This is a senior opportunity for someone who takes pride in delivering exceptional service and understands that in a luxury environment, every detail matters.