Director, Client Services

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 handoffs 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