Client Experience Director - Landmark, NYC

Key Responsibilities

• Own and elevate the client experience strategy across The Landmark, ensuring excellence across all touchpoints and floors.
• Establish and continuously refine service standards, rituals, and expectations that reflect the Maison’s luxury positioning.
• Ensure a seamless journey from pre-arrival to departure.
• Champion an appointment-ready and highly personalized service culture across the building.
• Monitor client feedback, qualitative insights, and service opportunities to continuously enhance the experience.
• Lead the hospitality proposition of The Landmark, ensuring exceptional hosting, warmth, anticipation, and service precision.
• Oversee all hospitality moments and client comfort touchpoints across the building.
• Partner with internal teams and external providers to deliver elevated food, beverage, lounge, and hosting experiences when relevant.
• Own the hospitality operating budget, ensuring disciplined expense management and optimal allocation of resources.
• Oversee inventory management for hospitality-related products, amenities, and supplies, ensuring availability, quality, and cost control.
• Curate and continuously refine the hospitality offering to reflect seasonality, client expectations, and the standards of a world-class flagship.
• Select, onboard, and manage third-party hospitality partners and vendors, ensuring consistent execution and alignment with Maison standards.
• Ensure hospitality standards remain consistent during daily business, peak periods, and flagship events.
• Continuously identify opportunities to make The Landmark a destination defined by emotion, care, and memorable moments.
• Lead the Ambassador team to ensure best-in-class welcome, orientation, flow management, and first impression standards.
• Create strong coordination between Ambassadors, Concierge, selling teams, and leadership to optimize the client journey.
• Oversee the delivery of private tours of The Landmark, positioning the building as a cultural hub and creating memorable storytelling moments for clients and guests.
• Maintain high visibility and energy at key moments of traffic, events, and priority client visits.
• Reinforce behaviors that combine efficiency, elegance, warmth, and brand pride.
• Lead the Art & Culture pillar, ensuring The Landmark remains a destination where luxury retail, creativity, and cultural relevance converge.
• Oversee the Art & Culture Manager and support the curation of exhibitions, installations, performances, and cultural programming within the building.
• Identify and develop partnerships with artists, institutions, galleries, and cultural leaders that enhance the visibility and desirability of The Landmark.
• Integrate Tiffany heritage, craftsmanship, design, and cultural storytelling into the client journey across all relevant touchpoints.
• Ensure art and cultural initiatives are executed with excellence and aligned with commercial, brand, and client experience priorities.
• Build, attract, and retain high-performing and service-oriented teams across all pillars of the function.
• Lead, coach, and develop managers and team members, strengthening capability, confidence, and succession pipelines.
• Drive a culture of accountability, recognition, and high expectations aligned with business needs.
• Foster an inclusive, collaborative, and energized environment that reflects the values of the Maison.
• Ensure teams are engaged, well-prepared, and consistently operating at flagship standards.
• Ensure disciplined daily execution across all client-facing service operations.
• Build and maintain clear operating procedures, service routines, and escalation processes.
• Oversee scheduling, staffing coverage, readiness, and resource allocation across the teams.
• Partner closely with Operations, Security, Facilities, HR, and Commercial leadership to remove friction and enable flawless execution.
• Manage budgets and expenses responsibly, ensuring resources are deployed effectively and in line with priorities.
• Drive pace, consistency, and follow-through across all aspects of the function.
• Act as a key member of The Landmark leadership team, contributing to the broader business strategy and daily leadership agenda.
• Collaborate closely with Commercial, High Jewelry, Client Relations & Events, Operations, HR, and regional partners to ensure aligned execution.
• Support top client moments, flagship activations, and strategic visits with excellence and precision.
• Represent the client experience function with credibility, professionalism, and a solutions-oriented mindset.

Qualifications

• 10+ years of luxury retail, hospitality, client experience, or high-touch service leadership experience.
• Proven track record leading teams in complex and premium client-facing environments.
• Strong experience in service excellence, hospitality standards, and people development.
• Demonstrated ability to elevate client satisfaction, loyalty, and overall experience outcomes.
• Strong organizational skills and attention to detail.
• Commercial awareness with the ability to support business performance through client-centric initiatives.
• Strong communication and interpersonal skills.
• Flexible schedule required, including evenings, weekends, and holidays as needed.
• Fluency in English required; additional languages are a strong advantage.
• Luxury, hospitality, flagship, or premium service experience strongly preferred.