Director, Client Services

Maiden Home is assembling a team of innovative individuals who bring unique strengths, perspectives, and the ability to inspire others. We are dedicated to reimagining the luxury furnishings market.

We are seeking a Vice President of Client Services & Clienteling to lead and enhance the complete client experience at Maiden Home. This role will establish the benchmark for our luxury service across pre-sale consultations, order management, and post-delivery support for both clients and trade partners. The objective is to ensure every interaction embodies exceptional taste, precision, and warmth. Reporting to the SVP of Retail & Sales, you will collaborate with various departments including Operations, Sales, Flagship, Marketing, E-Commerce, and Product to deliver a cohesive client journey that fosters loyalty and encourages repeat business.

• Develop the client services model for Maiden Home's clientele, defining Service Level Agreements (SLAs), quality assurance (QA) protocols, escalation procedures, and quality benchmarks.
• Collaborate with the SVP of Retail & Sales to create VIP and trade service tiers, along with proactive engagement points throughout the client journey to drive revenue growth.
• Implement training programs and service rituals that align with the Maiden Home brand identity.
• Strategize and distribute client portfolios among the team.
• Establish and implement quality assurance practices to ensure the Maiden Home brand voice is consistently communicated in all client interactions.

• Lead, mentor, and develop the Client Services team across all communication channels (email, phone, chat).
• Design and deliver continuous training programs to enhance the team's expertise in product knowledge, design principles, and luxury etiquette.
• Address performance issues directly and decisively, fostering a culture that prioritizes excellence.
• Stay abreast of emerging market trends, top talent, industry best practices, and relevant technologies and platforms.
• Set clear objectives, career development paths, and accountability metrics to inspire high performance.

• Manage the entire order lifecycle support, from quote generation and handoff to order processing, trade/commercial account assistance, production tracking, and delivery coordination.
• Implement process enhancements to minimize friction, proactively address issues, and improve accuracy in areas such as order entry, modifications, lead times, and claims.
• Develop and refine standardized procedures for complex scenarios, including custom orders, COM/COL (Customer's Own Material/Leather), international shipping, multi-location deliveries, and installations.
• Establish a service recovery framework that balances margin protection with the cultivation of long-term client loyalty.
• Collaborate with the Operations team to identify and mitigate root causes of issues like damage, delays, missing components, and quality concerns.

• Work with the SVP of Sales & Retail to ensure uniform service standards and smooth transitions for VIPs, designers, and trade accounts.
• Act as the client's advocate within the company, translating client feedback into actionable improvements.
• Partner closely with Operations, Sales, Flagship, Marketing, E-Commerce, and Product teams on initiatives aimed at creating a seamless client journey that builds loyalty and drives repeat business.
• Coordinate with the Product/Design teams on documentation, care instructions, and packaging enhancements.
• Liaise with the Finance department regarding credit and return policies, as well as approval thresholds.

Estimated Salary: $170,000 - $220,000 plus equity.