Job Title: Experience and Hospitality Manager

Reports To: Experience & Hospitality Director

Division: Retail

OVERVIEW

The Experience & Hospitality Manager is responsible for leading all aspects of luxury hospitality within the Global Flagship, with a focus on delivering high-touch, memorable interactions that reinforce brand excellence. This role oversees the Experience & Hospitality team, including Hosts and external hospitality staff, ensuring seamless execution of appointments, in-store experiences, and event support. The Manager serves as a key operational and cultural leader within the hospitality team, aligning daily activities with company values, brand standards, and luxury service expectations.

As a visible, hands-on leader, the Experience & Hospitality Manager coaches and develops the Hosts and external staff to achieve excellence in client interactions, traffic flow management, and operational efficiency. Thriving in a fast-paced luxury environment, the Manager is highly collaborative, structured, and results-driven, capable of analyzing operational metrics, client traffic, and engagement trends, and translating insights into actionable strategies that enhance client satisfaction and overall experiential impact.

ESSENTIAL JOB RESPONSIBILITIES

Leadership & Business Development
• Lead the execution of luxury hospitality programs, high-touch client experiences, and in-store or external client activation events
• Partner closely with the Experience & Hospitality Director to support initiatives that elevate brand positioning and drive business objectives
• Manage the Experience & Hospitality team, including Hosts and external hospitality staff, ensuring seamless service delivery, adherence to brand standards, and operational excellence
• Identify opportunities to enhance experiential offerings, including VIC events, client activations, and bespoke gifting initiatives, ensuring alignment with commercial goals

Strategic Growth & Retail Performance
• Oversee the planning and execution of hospitality experiences, ensuring a strong impact on client engagement, operational flow, and in-store performance
• Track operational KPIs, guest insights, and traffic trends to inform decisions and optimize workflows
• Manage appointment preparation and execution in close collaboration with the Retail Director and GM/VP, ensuring a curated and efficient client experience
• Oversee the appointment booking and crowd management system (Waitwhile), ensuring accurate usage, smooth traffic flow, and alignment with client service standards

Stakeholder Collaboration
• Collaborate with HQ teams, store leadership, and external partners to deliver seamless hospitality programs consistent with brand standards
• Coordinate internal and external resources to support high-quality client experiences, including accommodations, dining, and curated events

Client Experience & Culture
• Champion exceptional, personalized client service across all touchpoints
• Lead the Hosts team in traffic control, appointment support, and welcoming ceremonies, ensuring a refined first impression and smooth client flow
• Provide on-site leadership during events and day-to-day hospitality operations to ensure flawless execution
• Coach and develop Hosts and external staff to maintain high standards of professionalism, attentiveness, and service excellence

Human Resources
• Recruit, train, and develop the Experience & Hospitality team to ensure proper staffing and performance readiness
• Implement ongoing training programs and development initiatives for team members
• Monitor staff performance, provide feedback, and drive results through coaching and mentoring
• Address HR matters in partnership with the HR team, ensuring adherence to payroll, grooming, and brand image standards

QUALIFICATIONS
• Experience in luxury hospitality, client service, or experiential retail environments, preferably in high-profile or flagship locations
• Proven ability to lead and develop frontline teams, such as Hosts and external hospitality staff, fostering a culture of service excellence
• Strong coaching and team management skills, with the ability to motivate staff and maintain consistent, high-quality client service
• Solid understanding of luxury client expectations and high-touch service standards
• Experience supporting appointments, in-store events, and client activations with attention to detail and operational accuracy
• Familiarity with client management systems, appointment booking platforms (e.g., Waitwhile), and basic operational reporting
• Ability to analyze operational metrics and client traffic to support workflow improvements and service efficiency
• Collaborative and effective at working with cross-functional teams and store leadership to deliver seamless experiences
• Strong organizational, communication, and problem-solving skills, with the ability to manage multiple priorities in a fast-paced environment
• Capable of maintaining professionalism and service excellence under pressure, with a focus on continuous improvement and hands-on execution

Compensation Expectation: $80,000 - 90,000 plus eligbility for bonus.