Lead and elevate end-to-end client experience for a luxury furnishings brand. Define service standards, SLAs, QA, and escalation protocols; design VIP and trade tiers; manage order lifecycle and complex logistics playbooks; coach and scale a multi-channel Client Services team; drive process improvements and cross-functional initiatives to protect margins, build loyalty, and increase repeat business.
Maiden Home is growing a team of forward-thinking individuals who possess unique strengths and perspectives, an innate ability to inspire their colleagues, and an eagerness to reimagine the world of luxury furnishings.
We’re seeking a Director of Client Services to lead and elevate the end-to-end client experience for Maiden Home. This leader will set the standard for our luxury experience across pre-sale consultation, order management, and post-delivery care for our clients and trade partners—ensuring every interaction reflects exceptional taste, precision, and warmth. You’ll report directly to the SVP of Retail & Sales and partner closely with all cross-functional teams (Operations, Sales, Flagship, Marketing, E-Commerce, Product) to deliver a seamless journey that builds loyalty and drives repeat business.
What You’ll Own
Client Experience Standards & Clienteling
- Define the client services model for the Maiden Home clientele, including SLAs, QA, escalation protocols, and quality standards.
- Work with SVP of Retail & Sales to design the VIP, trade service tiers and proactive touchpoints throughout the client experience, leading to incremental revenue generation over time.
- Establish training and service rituals that reflect the Maiden Home brand.
- Design and allocate books of business across the team.
- Design and implement quality assurance practices that instill the Maiden Home brand voice throughout all client interactions.
Team Leadership & Development
- Lead, coach, and develop the Client Services team across channels (email, phone, chat)
- Create and facilitate ongoing training programs that develop the teams’ expertise in: product knowledge, design fluency, and luxury etiquette).
- Address performance clearly and decisively, championing a culture of excellence over comfort.
- Stay informed and aware of emerging market trends, high-caliber talent, industry best practices, technologies, and platforms.
- Set clear goals, career paths, and accountability measures that motivate excellence.
Operational Excellence & Issue Resolution
- Oversee the full order lifecycle support: quote-to-order handoff, trade/commercial account support (if applicable), production updates, and delivery readiness.
- Drive process improvements to reduce friction, prevent issues, and improve accuracy (order entry, change orders, lead times, claims).
- Build and refine playbooks for complex cases: custom pieces, COM/COL, international shipping, multi-stop deliveries, and installation.
- Implement a service recovery framework that protects margins while prioritizing long-term loyalty.
- Partner with Operations to improve root-cause prevention (damage, delays, missing parts, workmanship concerns).
Cross-Functional Partnership
- Partner with SVP of Sales & Retail to ensure consistent service standards and hand offs for VIPs, designers, and trade accounts.
- Serve as the voice of the client across the business—translating feedback into actionable improvements.
- Partner closely with cross-functional teams (Operations, Sales, Flagship, Marketing, E-Commerce, Product) on special projects that create a seamless journey that builds loyalty and drives repeat business.
- Collaborate with Product/Design on documentation, care guides, and packaging improvements.
- Work with Finance on credits/returns policies and approval thresholds.
Qualifications:
- 10+ years in client services/client concierge/VIP clienteling teams at a luxury brand— plus 4+ years leading client-facing teams
- Clear track record of building and scaling high performing teams in a dynamic fashion alongside business growth.
- High standards and strong taste level; comfort advising discerning clients and design professionals.
- Luxury service mindset (anticipate needs, obsessive follow-through, discretion
- Proven ability to deliver white-glove, high-touch service at scale without compromising quality.
- Exceptional communication and judgment—able to handle sensitive escalations and craftsmanship questions with calm authority.
- Strong operational and analytical chops: process design, SLA management, ticketing/CRM workflows, and cross-functional execution.
- Analytical mindset with the ability to translate metrics into action
- Experience with custom, made-to-order, or complex logistics environments strongly preferred.
- Cross-functional influence.
Estimated Salary: $160K - $200K plus equity
Maiden Home New York, New York, USA Office
99 Hudson St, New York, NY , United States, 10013
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