Client Experience Manager, Brand Partnerships and Hospitality

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 one of the most respected and iconic names in the exclusively to-the-trade, luxury home furnishings, textiles and accessories market. Our company has dedicated over four decades to working with the very best in the design world to create and market truly unique and exquisite products. Everything we do and the elite clientele we serve is dedicated to making life more beautiful. Environments for life, architectural, landscape and beyond are what we live and breathe each and every day. Ours is more than a life of producing and selling products. Our people share a passion for creativity, design and art that is central to our daily lives. It's not just what we do but what we love.

We are looking for a Client Experience Manager (CEM) to lead our Hospitality Client Experience Specialist (CES) and Partner Brand Specialist teams. The CEM will coach, develop and hold the team accountable to the elevated level of service our Hospitality Regional Managers, contract accounts, Showrooms and Partner Brands expect. This leader will drive timely and accurate quoting and order processing, protect revenue and profitability for our to-the-trade contract accounts, and serve as the primary escalation point for internal and external partners. This position is a critical leadership member of the Client Experience team and partners closely with Sales, Client Assurance, and Operations.

Key Responsibilities

• Manage daily team operations, including workload distribution, shared inbox management and coverage across Hospitality and Partner Brands.
• Set and enforce standards for quote and order accuracy, turnaround times and open-order status; address root causes before they become delays.
• Deliver weekly status reports on open orders, team performance and key metrics to Client Experience leadership.
• Build and maintain strong relationships with Hospitality Regional Managers, contract accounts, Showrooms, Sales and Corporate Leadership as well as our Partner Brands.
• Resolve escalated client issues alongside the Client Assurance team and Partner Brands to ensure complete satisfaction and maintain positive relationships.
• Lead onboarding and ongoing training so the team keeps expanding its knowledge of products, systems and processes.
• Identify process gaps and lead improvements that strengthen service, efficiency and profitability.
• Build and maintain SOPs for Hospitality and Partner Brand workflows.
• Plan team capacity and coverage around peak order periods, trade shows and PTO.
• Run regular one-on-ones, performance reviews and team meetings; manage performance and build development plans for each direct report.
• Partner with the Director, Client Experience on hiring and staffing decisions for the team.
• Own monthly and annual team goals by setting targets, tracking KPIs and reporting results.
• Conduct local, onsite visits as needed to support operational and client needs.
• Other duties as assigned that support our Client Experience Division.

Desired Skills And Experience

• 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.
• Solid analytical and proactive problem-solving skills, strong attention to detail and the ability to use data to drive decisions.
• Strong interpersonal skills with the ability to collaborate cross functionally and influence at all levels.
• Executive-level written and verbal communication skills, with the ability to set the service standard for the team and represent P&S to senior partners.
• Ability to manage multiple responsibilities, competing deadlines and changing priorities while keeping the team focused.
• Flexibility to work in a hybrid environment while maintaining professionalism and reliability.
• Ability to travel when needed to support the needs of the business and our Partner Brands.
• Forward thinker and self-starter who leads by example and goes the extra step.
• Promote respect and trust amongst peers, direct reports and management.
• Experience using ERP and CRM data (Navision, Salesforce) to monitor team performance and order pipeline.
• Strong PC skills-Microsoft Suite, Salesforce, Outlook, Navision, Google Applications

Benefit Offerings Include

• Paid Time off of 15 days per year, accrued bi-weekly
• Eight Sick Days Per Year (or state-defined plans)
• 10 Paid Holidays
• Medical, Dental and Vision Insurance, including HDHP with HAS
• 401k Retirement Plan with Bi-Weekly Company Match
• Paid Parental Leave
• Company Paid Life Insurance and Long-term Disability Insurance
• Voluntary Benefits of Short-term Disability, Supplemental Life/ADD, Critical Illness, Accident, Norton, Hospital Indemnity
• Employee Assistance Program

Perennials and Sutherland participates in E-Verify and is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, creed, sex, pregnancy, sexual orientation, age, national origin or ancestry, physical or mental disability, genetic information, military/veteran status or other characteristics protected by law.

Whether it's the executive who offers visionary leadership, or the sales professional who won't settle for less than perfection, a business needs great people and a collaborative environment to thrive. We maintain, develop, and inspire talented professionals and craftsmen. Our investment in people, equipment, and facilities results in a positive engaging workplace and gives our company a competitive edge in the marketplace. We believe deeply that the "right" people are our greatest asset. We offer careers for smart, creative, high energy people driven to contribute in a team environment where everyone can win. We foster potential, celebrate success, and support every colleague.

Perennials and Sutherland, LLC employees enjoy a vibrant office culture, welcoming and inclusive executive team, and fantastic work-life balance