Client Experience Lead — Luxury Trade & Showrooms

Perennials and Sutherland LLC; Dallas (TX); Hybrid; USD 85,000 - 120,000; Full time

Benefits offered by this job

Paid Time off 15 days/yr

Eight Sick Days/yr

10 Paid Holidays

Medical, Dental and Vision Insurance

401k with company match

Parental Leave

Life Insurance & Disability Insurance

Employee Assistance Program

Job summary

Perennials and Sutherland, LLC is seeking a Client Experience Manager to lead the Hospitality Client Experience Specialist and Partner Brand Specialist teams. You will coach, develop, and uphold top-tier service for our luxury to-the-trade client base, coordinating with Sales, Client Assurance, and Operations.

You will drive timely quotes, accurate order processing, and foster strong relationships with Regional Managers, showrooms, and partner brands.

Qualifications

• Bachelor's degree or equivalent experience in luxury services or related field.
• 5+ years in luxury services/hospitality/contract environment.
• 2+ years leading a team.

Responsibilities

• Lead daily team operations and workload distribution.
• Set standards for quotes, orders and turnaround times.
• Deliver weekly status reports to leadership.
• Maintain relationships with Hospitality Regions, contract accounts, Showrooms and Partner Brands.
• Resolve escalated client issues with internal partners.
• Oversee onboarding and training to expand product knowledge.
• Identify process gaps and lead improvements for service and profitability.
• Create SOPs for workflows and track KPIs.

Skills

Leadership

Coaching

Cross-functional

Hospitality

Data-driven decisions

CRM data analyses

Microsoft Suite

Salesforce

Education

Bachelor's degree or equivalent experience

Tools

Navision

Salesforce

Microsoft Outlook

Google Applications

Navision (ERP)

Job description

Perennials and Sutherland, LLC is seeking a Client Experience Manager to lead the Hospitality Client Experience Specialist and Partner Brand Specialist teams. You will coach, develop, and uphold top-tier service for our luxury to-the-trade client base, coordinating with Sales, Client Assurance, and Operations.

You will drive timely quotes, accurate order processing, and foster strong relationships with Regional Managers, showrooms, and partner brands.