Client Engagement Manager

Soane Britain; Greater London; On-site; GBP 70,000 - 90,000; Full time

Job summary

Soane Britain’s Belgravia showroom in London is reopening in January 2027, and we are seeking a proven leader to shape the client experience and oversee the showroom team. You will guide hospitality, client engagement and sales strategy, delivering a first-class brand experience for retail and trade clients.

You will work closely with Client Development, Marketing and Product teams to ensure the showroom reflects the quality, craftsmanship and values of Soane Britain, while driving commercial

Qualifications

• Minimum 5 years' experience in a client-facing leadership role within luxury interiors, hospitality, retail or a related industry.
• Proven experience managing client experiences, showroom operations, hospitality environments, or customer-facing teams.
• Commercially minded with experience contributing to revenue growth, client engagement and business development initiatives.
• Experience leading and developing teams, creating a positive culture and driving performance.
• Highly organised with strong attention to detail and the ability to manage multiple priorities simultaneously.
• Excellent communication and interpersonal skills with the confidence to engage with clients, designers, suppliers, and senior stakeholders.

Responsibilities

• Lead the day-to-day operation of the Soane Showroom, ensuring it consistently delivers an exceptional experience for clients, partners and guests.
• Maintain the highest standards of presentation, hospitality and service throughout the Showroom.
• Create an environment that reflects the quality, craftsmanship and values of the Soane brand.
• Oversee the Showroom team, ensuring clear accountability and consistently high standards.
• Act as a senior point of contact for key client visits, events and showroom appointments.
• Own and deliver the retail sales objectives of the Soane Showroom.
• Identify opportunities to increase retail sales, client engagement and showroom conversion.
• Support the development of events, partnerships and initiatives that generate commercial opportunities and increase brand awareness.
• Work closely with Client Development teams to maximise Trade opportunities generated through the Showroom.
• Provide commercial support and cover for the sales team when required.
• Develop and deliver a programme of events that strengthens client relationships and supports business growth.
• Work closely with Marketing and Client Development teams to maximise the impact of events and showroom activity.
• Partner with the Marketing team to ensure showroom displays, launches and seasonal changeovers are delivered to the highest standard.
• Coordinate display updates and product installations to ensure transitions are seamless and minimise disruption to clients and the sales team.
• Ensure all activity reflects the positioning, quality and values of the Soane brand.
• Lead, coach and develop the Showroom team.
• Create a positive, collaborative and high-performing culture.
• Support performance management, development planning and succession planning.
• Ensure the team is equipped to always deliver exceptional client experiences.
• Build strong relationships across Client Development, Client Services, Marketing, Product and Logistics teams.
• Act as a key link between the Showroom and the wider business.
• Support the successful delivery of business initiatives and commercial priorities.
• Identify opportunities to improve processes, communication and collaboration across departments.

Skills

Client leadership

Luxury interiors

Hospitality

Team leadership

Relationship building

Communication skills

CRM systems

Excel

Event coordination

Tools

CRM systems

Excel

Job description

This new role is a rare opportunity to lead the client experience at Soane Britain's newly refurbished Belgravia showroom, reopening in January 2027.
Leading a passionate team, you will shape how private clients and interior designers experience the Soane brand—creating memorable first impressions, advising across our collections, helping clients bring their projects to life and driving commercial growth through exceptional service, hospitality and a passion for British craftsmanship.

Company Overview:
With an uncompromising commitment to British manufacturing, Soane Britain’s mission is to design and make enduring and life-enhancing furniture, lighting, fabrics and wallpapers through collaborations with a network of the finest craftspeople in Britain. Soane combines responsibly sourced, high-quality materials and superb workmanship to ensure our designs endure for generations.
Our talented team is based in offices and workshops in Leicester and the West Country and showrooms in London and New York.
For more information, please visit www.soane.com or join our social media platforms Pinterest and Instagram.

Purpose of the Position:
Role Overview
This leadership role offers an exciting opportunity to shape and lead the client experience at Soane Britain’s flagship London Showroom.
Reporting to the UK & Export Sales Director, you will be responsible for the day-to-day leadership of the Showroom, ensuring it delivers an exceptional experience for retail and trade clients whilst supporting the wider commercial objectives of the business.
You will oversee the Showroom team and work closely with Client Development, Client Services, Marketing and Product teams to ensure the Showroom remains a destination that reflects the quality, craftsmanship and values of the Soane brand.
The role combines commercial thinking with exceptional attention to detail and hospitality. You will be responsible for driving retail sales performance, developing events and partnerships, maintaining showroom standards and creating memorable client experiences that support both retail growth and wider business opportunities.

We are looking for a confident, commercially minded and highly organised leader who thrives in a client‑facing environment and enjoys building relationships, developing teams and delivering excellence.

Working Pattern

This is a showroom-based role and requires flexibility to support the needs of the business. The successful candidate will be expected to work Saturdays as part of their contracted working pattern. This is anticipated to average approximately one in four Saturdays over the course of the year, although a higher frequency may be required during key trading periods, showroom events and the initial reopening period.

Key Responsibilities

Client Experience & Leadership

• Lead the day-to-day operation of the Soane Showroom, ensuring it consistently delivers an exceptional experience for clients, partners and guests.
• Maintain the highest standards of presentation, hospitality and service throughout the Showroom.
• Create an environment that reflects the quality, craftsmanship and values of the Soane brand.
• Oversee the Showroom team, ensuring clear accountability and consistently high standards.
• Act as a senior point of contact for key client visits, events and showroom appointments.

Commercial Performance & Retail Growth

• Own and deliver the retail sales objectives of the Soane Showroom.
• Identify opportunities to increase retail sales, client engagement and showroom conversion.
• Support the development of events, partnerships and initiatives that generate commercial opportunities and increase brand awareness.
• Work closely with Client Development teams to maximise Trade opportunities generated through the Showroom.
• Provide commercial support and cover for the sales team when required.

Events & Client Engagement

• Develop and deliver a programme of events that strengthens client relationships and supports business growth.
• Work closely with Marketing and Client Development teams to maximise the impact of events and showroom activity.
• Partner with the Marketing team to ensure showroom displays, launches and seasonal changeovers are delivered to the highest standard.
• Coordinate display updates and product installations to ensure transitions are seamless and minimise disruption to clients and the sales team.
• Ensure all activity reflects the positioning, quality and values of the Soane brand.

Team Leadership & Development

• Lead, coach and develop the Showroom team.
• Create a positive, collaborative and high-performing culture.
• Support performance management, development planning and succession planning.
• Ensure the team is equipped to always deliver exceptional client experiences.

Cross-Functional Collaboration

• Build strong relationships across Client Development, Client Services, Marketing, Product and Logistics teams.
• Act as a key link between the Showroom and the wider business.
• Support the successful delivery of business initiatives and commercial priorities.
• Identify opportunities to improve processes, communication and collaboration across departments.

Experience & Skills Required

Experience & Skills Required

• Minimum 5 years' experience in a client-facing leadership role within luxury interiors, hospitality, retail or a related industry.
• Proven experience managing client experiences, showroom operations, hospitality environments, or customer-facing teams.
• Demonstrable ability to build strong relationships and deliver exceptional service standards.
• Commercially minded with experience contributing to revenue growth, client engagement and business development initiatives.
• Experience leading and developing teams, creating a positive culture and driving performance.
• Highly organised with strong attention to detail and the ability to manage multiple priorities simultaneously.
• Excellent communication and interpersonal skills with the confidence to engage with clients, designers, suppliers, and senior stakeholders.
• A proactive and hands‑on approach, with the ability to balance commercial objectives with day‑to‑day operational delivery.
• Strong problem-solving skills and the ability to make sound decisions in a fast‑paced environment.
• Experience working with Trade clients, interior designers, architects or luxury project-based sales environments desirable.
• Confident using Microsoft Office, particularly Excel, PowerPoint and Outlook.
• Experience using CRM systems and reporting tools desirable.
• A passion for design, craftsmanship, interiors and exceptional client experiences.