Bachelor's degree or equivalent experience; 5+ years in luxury services, hospitality, or contract environments; 2+ years in a leadership role.
Proven track record in coaching and developing high-performing service teams.
Strong understanding of high-end customer experience and professional brand representation.
Solid analytical skills with a proactive approach to problem-solving and attention to detail.
Exceptional interpersonal skills for cross-functional collaboration and influence at all levels.
Executive-level communication skills, both written and verbal, to set service standards and represent the company to senior partners.
Experience with ERP and CRM systems (Navision, Salesforce) for performance monitoring.
Responsibilities
Manage daily operations of the team, including workload distribution and shared inbox management.
Set and enforce standards for quote and order accuracy and turnaround times.
Deliver weekly status reports on team performance and key metrics to leadership.
Build and maintain relationships with key stakeholders, including Hospitality Regional Managers and Partner Brands.
Resolve escalated client issues to ensure satisfaction and maintain positive relationships.
Lead onboarding and ongoing training to enhance team knowledge of products and processes.
Identify process gaps and implement improvements for service efficiency and profitability.
Benefits
15 days of paid time off per year, accrued bi-weekly.
Eight sick days per year.
10 paid holidays.
Comprehensive medical, dental, and vision insurance options.
401k retirement plan with bi-weekly company match.
Paid parental leave.
Company-paid life insurance and long-term disability insurance.
Voluntary benefits including short-term disability and supplemental insurance options.
Employee assistance program.
Full Job Description
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
