Director of VIP Client Experience

Maiden Home, Inc.; New York, Northern (NY, KY); Hybrid; USD 160,000 - 210,000; Full time

Job summary

Maiden Home seeks a Director of Client Services to elevate the end-to-end client experience across pre-sale, order management, and post-delivery care. You will report to the SVP of Retail & Sales and partner with Operations, Sales, Flagship, Marketing, E-Commerce, and Product to deliver a seamless journey that builds loyalty and repeat business.

The role demands 10+ years in luxury client services with 4+ years leading teams, a track record of scaling high-performing teams, and impeccable taste.

Qualifications

• 10+ years in client services at a luxury brand.
• 4+ years leading client-facing teams.
• Proven ability to scale high-performing teams during growth.
• Excellent judgment and discretion in escalations and craftsmanship questions.

Responsibilities

• Define the client services model with SLAs, QA, escalation protocols, and quality standards.
• Design VIP and trade service tiers with proactive touchpoints to drive revenue.
• Establish training and service rituals reflecting the Maiden Home brand.
• Design and allocate books of business across the team.
• Implement QA practices to reflect the brand voice in all interactions.
• Lead, coach, and develop the Client Services team across channels.
• Create ongoing training for product knowledge, design fluency, and luxury etiquette.
• Address performance and foster a culture of excellence.
• Oversee end-to-end order lifecycle from quote to delivery readiness.
• Collaborate with operations to reduce friction and improve accuracy.
• Build playbooks for complex cases (custom pieces, international shipping).
• Partner with cross-functional teams on projects to enhance loyalty.
• Translate client feedback into actionable product/service improvements.

Skills

VIP clienteling

Client services leadership

Cross-functional collaboration

Quality standards

Training and coaching

Education

Luxury brand client services experience

Tools

CRM systems

Order management tools

Job description

Maiden Home seeks a Director of Client Services to elevate the end-to-end client experience across pre-sale, order management, and post-delivery care. You will report to the SVP of Retail & Sales and partner with Operations, Sales, Flagship, Marketing, E-Commerce, and Product to deliver a seamless journey that builds loyalty and repeat business.

The role demands 10+ years in luxury client services with 4+ years leading teams, a track record of scaling high-performing teams, and impeccable taste.