Client Experience Lead: Luxury Brand Partnerships

Perennials & Sutherland; Dallas (TX); Hybrid; USD 85,000 - 125,000; Full time

Benefits offered by this job

Paid Time off 15 days/yr

Eight Sick Days Per Year

10 Paid Holidays

Medical, Dental and Vision Insurance

401k Retirement Plan with CompanyMatch

Life Insurance & Long-term Disability

Voluntary Benefits: Short-term DI, Add

Norton, Hospital Indemnity

Job summary

Perennials and Sutherland, LLC is seeking a Client Experience Manager to lead our Hospitality Client Experience Specialist and Partner Brand Specialist teams in a hybrid Dallas environment. You will coach, develop, and hold the teams accountable to elevated service standards for our contract accounts, showrooms and partner brands.

You will drive timely quoting and accurate order processing, protect revenue, and serve as the main escalation point for internal and external partners.

Qualifications

• Bachelor's degree or equivalent experience, with 5+ years in a luxury services, hospitality or contract environment, including 2+ years leading a team.
• Proven ability to coach, motivate and develop high-performing service teams.
• Understand high-end customer experience and exemplify a professional brand image of the company.
• Strong analytical and proactive problem-solving skills with data-driven decisions.

Responsibilities

• Manage daily team operations across Hospitality and Partner Brands.
• Set and enforce standards for quote and order accuracy and turnaround times.
• Deliver weekly status reports on orders, performance and metrics to leadership.
• Build relationships with stakeholders and partner brands.
• Lead onboarding and ongoing training to expand product knowledge and processes.
• Identify process gaps and drive improvements for service and profitability.
• Plan capacity around peak periods, trade shows and PTO.
• Conduct performance reviews and develop growth plans for reports.

Skills

Leadership

Coaching

Cross-functional collaboration

Data-driven decisions

Communication

Travel flexibility

Education

Bachelor's degree or equivalent experience

Tools

Navision

Salesforce

Microsoft Office

Google Applications

Outlook

Job description

Perennials and Sutherland, LLC is seeking a Client Experience Manager to lead our Hospitality Client Experience Specialist and Partner Brand Specialist teams in a hybrid Dallas environment. You will coach, develop, and hold the teams accountable to elevated service standards for our contract accounts, showrooms and partner brands.

You will drive timely quoting and accurate order processing, protect revenue, and serve as the main escalation point for internal and external partners.