Head of Luxury Client Experience & Events

Summary The Director of Client Experience leads and elevates the client experience across The Landmark flagship, ensuring every touchpoint reflects luxury hospitality and service excellence. This role combines strategic vision with hands-on leadership to build high-performing teams, optimize operations, and create memorable, appointment-ready client journeys that support commercial objectives. Responsibilities Develop and own the client experience strategy and service standards across the building. Lead hospitality operations, managing hosting, amenities, vendors, and related budgets. Manage and coach the Ambassador team to ensure exceptional welcome, flow, and client orientation. Oversee Art & Culture programming, partnering with external artists and institutions to curate exhibitions and events. Collaborate with Commercial, Operations, Security, HR, and Events to ensure seamless execution of flagship activations. Build operating procedures, scheduling, and escalation processes to ensure operational excellence. Monitor client feedback and insights to continuously improve service delivery and loyalty. Requirements 10+ years of luxury retail, hospitality, or high-touch client experience leadership. Proven experience leading teams in premium, client-facing environments and driving service excellence. Strong people leadership, coaching, and talent development capabilities. Operational rigor with experience managing budgets, vendors, and cross-functional initiatives. Commercial awareness and ability to link client initiatives to business performance. Flexible availability including evenings, weekends, and holidays; fluency in English required. #J-18808-Ljbffr brobstongroup.com - Jobboard