Head of Client Experience Manager

Head of Client Experience

We are seeking a visionary leader to oversee the creation of an exceptional luxury lifestyle experience for our ultra-high-net-worth clients. This role goes beyond daily operations—it's about building and leading a high-performing team, developing forward-thinking strategies, and advancing the service platform through continuous improvement and cutting-edge technology.

This is a role for a builder and strategist: a leader who can work cross-departmentally, execute a compelling vision, and cultivate a culture of agility and excellence. The ideal candidate will not be afraid to roll up their sleeves, dive into the details, and actively shape every touchpoint of the client journey—ensuring flawless, evolving experiences at every level.

Main Responsibilities:

• Building High-Performing Teams: Recruit, develop, and inspire a team of elite client service professionals capable of delivering personalized, discreet, and innovative experiences.
• Balancing Operations: Oversee daily activities smoothly while proactively identifying opportunities for optimization, enhancement, and innovation—embracing agility to adapt quickly and elevate service standards.
• Strategic & Creative Leadership: Develop and implement a comprehensive customer service strategy aligned with the company's vision of excellence and technological innovation.
• Cross-Functional Collaboration: Partner closely with marketing, product, tech, and operations teams to design, build, and deploy solutions that elevate the client experience—working collaboratively to embed service excellence throughout the organization.
• Tech-Driven Innovation: Collaborate with development teams to create new platforms, tools, and solutions—building from scratch if needed, rather than merely maintaining existing systems—using the latest technology to anticipate and surpass client expectations.
• Fostering Agility & Continuous Improvement: Cultivate an environment of rapid prototyping, testing, and iteration, driving ongoing enhancements to stay ahead of industry trends and client needs.
• Client-Centric Culture: Prioritize discretion, personalization, and proactive service, transforming client feedback into actionable improvements.
• Performance Metrics & Reporting: Establish KPIs focused on client satisfaction, operational efficiency, and technological adoption, providing ongoing insights to leadership.
• Maintaining Discretion & Confidentiality: Uphold the highest standards of professionalism, managing sensitive client data and interactions with integrity.

Requirements:

• A bachelor's degree in business, hospitality, technology, or related fields; advanced certifications in luxury service or innovation are a plus.
• 10+ years of experience leading customer service, concierge, or high-end client management teams, preferably within luxury lifestyle or travel sectors.
• Proven success building and leading high-performing teams—capable of balancing operational excellence with continuous innovation.
• Strong experience working with cross-functional teams, especially tech, product, and marketing, to develop new solutions from the ground up.
• Deep understanding of ultra-high-net-worth client expectations, behaviors, and the importance of discretion.
• Entrepreneurial, proactive, and agile—comfortable with rapid change and iterative development.
• Excellent leadership, communication, stakeholder management, and strategic thinking skills.

Preferred Attributes:

• Passion for luxury lifestyle, innovation, and disruptive technology.
• Hands-on builder with a growth mindset—able to execute the company's vision and drive ongoing improvement.
• Culturally aware, multilingual capabilities are a plus.
• Discretion, tact, and unwavering professionalism.

What We Offer:

• The opportunity to work at the intersection of luxury lifestyle and cutting-edge technology.
• A collaborative, innovative environment with high-impact projects.
• Competitive salary and benefits package.