Director of Client Services 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