Director, 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 - $210K plus equity