Summary
The Manager, Client Experience will lead appointment and client experience operations at The Landmark, delivering highly personalized luxury service to domestic and global clients visiting New York City. This role manages a team including Client Experience Coordinators, Concierges, and a chauffeur while partnering with commercial and store teams to uphold brand standards and craft bespoke client moments.
Responsibilities
- Lead and manage a team of Client Experience Coordinators, Concierges, and in-house Chauffeur with elevated service standards.
- Serve as primary escalation point for sensitive or complex client matters and resolve escalations promptly.
- Collaborate with Commercial and Client Development teams to align clienteling and appointment strategies.
- Develop and manage exclusive experiences and itineraries for high-net-worth clients visiting The Landmark.
- Cultivate relationships with luxury hotels, restaurants, and hospitality partners across the NYC area.
- Oversee scheduling and optimization of private spaces including private club, cafe, and salon areas.
- Train and coach team members, provide regular feedback, and conduct performance conversations.
- Monitor and evaluate overall client experience and implement continuous improvements.
- Coordinate and execute client events and manage operational readiness of The Landmark space.
Requirements
- At least 5 years of progressive experience in luxury hospitality or high-end client servicing.
- Previous leadership or managerial experience in client experience or hospitality roles.
- Proven network and relationship building within New York City luxury hotels and restaurants.
- Experience working with VIC or high-net-worth clients and delivering bespoke experiences.
- Strong communication, organizational, and time management skills.
- Expertise in event and catering management and coordinating high-end travel and car services.
- Proficiency in Microsoft Office and experience with tools such as Canva; multi-lingual profiles preferred.
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