Appointment & Client Experience Manager

Appointment & Client Experience Manager

London | Up to £60,000 + benefits

An exciting opportunity for an experienced client experience professional to join a prestigious luxury retailer in a senior front-of-house position.

This role is responsible for ensuring a seamless and exceptional experience for every client, from arrival through to departure. You will coordinate the movement of clients and staff, oversee the Host team and ensure every appointment is meticulously prepared.

Think of the role as a maître d' within an exceptional luxury environment - anticipating requirements, coordinating the team and ensuring every detail is taken care of.

Key Responsibilities

Coordinate the smooth movement and flow of clients throughout the environment.

Manage and coordinate the Host/front-of-house team.

Ensure appointments, client desks and service areas are fully prepared.

Liaise with client-facing teams to ensure everyone is briefed ahead of appointments.

Manage schedules, staff allocation and daily client activity.

Support VIP and high-profile client visits and events.

Maintain exceptional presentation and service standards.

Anticipate client requirements and resolve issues quickly and discreetly.

Use Excel and internal systems to manage schedules and information.

Support and develop the Host team to deliver consistently exceptional service.

About You

We are looking for someone with experience in a luxury, premium hospitality, private members' club, concierge, aviation or high-end retail environment.

You will have:

Experience working with HNW/UHNW clients or within a luxury service environment.

Previous experience coordinating or managing a client-facing team.

Excellent organisational and communication skills.

Strong attention to detail and the ability to anticipate client needs.

A polished, calm and highly professional manner.

Strong computer skills, including Excel.

The ability to manage multiple priorities in a fast-paced environment.

Absolute discretion when dealing with high-profile clients.

This is a senior opportunity for someone who takes pride in delivering exceptional service and understands that in a luxury environment, every detail matters.

BH37363