Director Client Services Maiden Home Luxury Furnishings
Overview
Maiden Home seeks a Director of Client Services to define and elevate client experiences across pre-sale consultation order management and post-delivery care. This leader reports to the SVP of Retail & Sales and collaborates with Operations Sales Flagship Marketing E-Commerce and Product to build a seamless journey that fosters loyalty and repeat business.
What You'll Do16
- 1Define the client services model including SLAs QA escalation protocols and quality standards
- 2Design VIP trade service tiers and proactive touchpoints to drive incremental revenue
- 3Establish training and service rituals reflecting the Maiden Home brand
- 4Lead and develop the Client Services team across email phone and chat channels
- 5Create training programs focusing on product knowledge design fluency and luxury etiquette
- 6Address performance decisively championing a culture of excellence
- 7Stay informed about market trends high-caliber talent industry best practices technologies and platforms
- 8Set clear goals career paths and accountability measures motivating excellence
- 9Oversee the full order lifecycle from quote-to-order handoff through delivery readiness
- 10Drive process improvements to reduce friction prevent issues and improve accuracy
- 11Build playbooks for custom pieces COM/COL international shipping multi-stop deliveries and installation
- 12Implement a service recovery framework protecting margins while prioritizing long-term loyalty
- 13Partner with Operations to improve root-cause prevention for damage delays missing parts and workmanship concerns
- 14Serve as the voice of the client translating feedback into actionable improvements
- 15Collaborate with Product/Design on documentation care guides and packaging improvements
- 16Work with Finance on credits/returns policies and approval thresholds
Requirements8
- 110+ years in client services or VIP clienteling at a luxury brand plus 4+ years leading client-facing teams
- 2Proven track record building and scaling high-performing teams during business growth
- 3High standards and strong taste level advising discerning clients and design professionals
- 4Luxury service mindset anticipating needs obsessive follow-through and discretion
- 5Strong operational and analytical skills including process design SLA management ticketing CRM workflows and cross-functional execution
- 6Analytical mindset translating metrics into action
- 7Experience with custom made-to-order or complex logistics environments preferred
- 8Cross-functional influence
Salary Insight
Salary not disclosed in listing
Location
Required Skills
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