Head of Client Experience, Luxury Showroom

Soane Britain; Greater London; Hybrid; 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

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