Head of Client Services

Maiden Home•New York, NY

About The Position

Maiden Home is growing a team of forward-thinking individuals who possess unique strengths and perspectives, an innate ability to inspire their colleagues, and an eagerness to reimagine the world of luxury furnishings. We’re seeking a Head of Client Services to lead and elevate the end-to-end client experience for Maiden Home. This leader will set the standard for our luxury experience across pre-sale consultation, order management, and post-delivery care for our clients and trade partners—ensuring every interaction reflects exceptional taste, precision, and warmth. You’ll report directly to the SVP of Retail & Sales and partner closely with all cross-functional teams (Operations, Sales, Flagship, Marketing, E-Commerce, Product) to deliver a seamless journey that builds loyalty and drives repeat business.

Requirements

10+ years in client services/client concierge/VIP clienteling teams at a luxury brand
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.

Nice To Haves

Experience with custom, made-to-order, or complex logistics environments strongly preferred.
Cross-functional influence.

Responsibilities

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.
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.
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).
Partner with SVP of Sales & Retail to ensure consistent service standards and hand offs 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.