Customer Experience Manager

360 Talent; City of Westminster; On-site; GBP 51,000 - 60,000; Full time

Job summary

A prestigious luxury brand in London seeks a Client & Team Experience Manager to elevate the client journey. This role involves leading support teams, managing client flow, and ensuring service excellence. The ideal candidate will have 3 years of management experience in luxury or hospitality, possess strong leadership and communication skills, and have a proactive approach to creating memorable experiences for both clients and teams. Competitive salary and bonus structure included.

Qualifications

• Minimum 3 years’ management experience in a luxury, hospitality, or client-facing environment.
• Strong leadership and customer service expertise with excellent communication skills.
• Organised, proactive, and detail-oriented, able to work independently and under pressure.

Responsibilities

• Lead and inspire the hosting and service support teams for a seamless client experience.
• Manage client flow and service excellence across all touchpoints.
• Enhance the customer journey and create bespoke experiences for VIP clients.

Skills

Leadership and customer service expertise

Excellent communication skills

Organisational skills

Proactive and detail-oriented

Proficient in Microsoft Office

Familiarity with CRM systems

Job description

Job title : Client & Team Experience Manager

Location : Sloane Street

Salary : up to £60,000 basic + up to £7000 bonus

An exceptional opportunity for an experienced Client & Team Experience Manager to join a prestigious luxury brand on Sloane Street. The role focuses on delivering an outstanding client journey and cultivating a positive, inspiring work environment for in-store teams.

Key Responsibilities :

• Lead and inspire the hosting and service support teams to ensure every client enjoys a seamless, warm, and memorable experience.
• Oversee client flow, waiting time management, and service excellence across all touchpoints.
• Collaborate with store and experience teams to enhance the customer journey and introduce bespoke experiences for VIP clients.
• Support sales and management teams in building long-term client loyalty and preparing event or animation guest lists.
• Foster an engaging and supportive team culture through effective onboarding, wellbeing initiatives, and continuous feedback.
• Partner with HR and management on staff engagement, training, and wellbeing programs.

Profile :

• Minimum 3 years’ management experience in a luxury, hospitality, or client-facing environment.
• Strong leadership and customer service expertise with excellent communication skills.
• Organised, proactive, and detail-oriented, able to work independently and under pressure.
• Confident using Microsoft Office and CRM systems.

A fantastic opportunity for a people-focused leader passionate about creating exceptional experiences for both clients and teams.

360 Talent are a high-end retail recruitment firm providing strategic solutions to connect high calibre candidates with Fashion, Beauty and Lifestyle brands across global markets.

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