Job Description

JOB TITLE: Director of Client Experience – The Landmark

REPORTS TO: VP & General Manager, The Landmark

JOB PURPOSE: The Director of Client Experience is responsible for leading and elevating the client experience ecosystem across The Landmark, ensuring every interaction reflects the highest standards of luxury, hospitality, and service excellence. This role oversees four core pillars of the client journey: Client Experience, Hospitality, the Ambassador team, and Art & Culture, ensuring each operates with precision, state-of-the-art excellence, and flawless execution.

In alignment with the Maison’s brand ambition and commercial priorities, the role is accountable for creating a seamless and memorable experience across all client touchpoints, strengthening client loyalty, supporting commercial performance, and reinforcing The Landmark as the benchmark luxury experience within the network.

Acting as a true business and service leader, the Director of Client Experience combines strategic vision with hands-on leadership to elevate service culture, build high-performing teams, and embed a proactive, appointment-ready, client-centric environment. The role requires a balance of people leadership, operational rigor, emotional intelligence, and constant attention to detail.

The Director of Client Experience partners closely with Commercial, High Jewelry, Client Relations & Events, Operations, HR, Security, Facilities, and other key stakeholders to translate priorities into clear actions and seamless execution. They play a critical role in driving consistency, elevating standards, and ensuring The Landmark remains a global symbol of excellence, emotion, and distinction.

KEY RESPONSIBILITIES:

Client Experience & Service Leadership

• Own and elevate the client experience strategy across The Landmark, ensuring excellence across all touchpoints and floors.
• Establish and continuously refine service standards, rituals, and expectations that reflect the Maison’s luxury positioning.
• Ensure a seamless journey from pre-arrival to departure.
• Champion an appointment-ready and highly personalized service culture across the building.
• Monitor client feedback, qualitative insights, and service opportunities to continuously enhance the experience.

Hospitality & Landmark Experience

• Lead the hospitality proposition of The Landmark, ensuring exceptional hosting, warmth, anticipation, and service precision.
• Oversee all hospitality moments and client comfort touchpoints across the building.
• Partner with internal teams and external providers to deliver elevated food, beverage, lounge, and hosting experiences when relevant.
• Own the hospitality operating budget, ensuring disciplined expense management and optimal allocation of resources.
• Oversee inventory management for hospitality-related products, amenities, and supplies, ensuring availability, quality, and cost control.
• Curate and continuously refine the hospitality offering to reflect seasonality, client expectations, and the standards of a world-class flagship.
• Select, onboard, and manage third-party hospitality partners and vendors, ensuring consistent execution and alignment with Maison standards.
• Ensure hospitality standards remain consistent during daily business, peak periods, and flagship events.
• Continuously identify opportunities to make The Landmark a destination defined by emotion, care, and memorable moments.

Ambassadors

• Lead the Ambassador team to ensure best-in-class welcome, orientation, flow management, and first impression standards.
• Ensure clients are greeted, guided, and connected seamlessly throughout their visit.
• Create strong coordination between Ambassadors, Concierge, selling teams, and leadership to optimize the client journey.
• Oversee the delivery of private tours of The Landmark, positioning the building as a cultural hub and creating memorable storytelling moments for clients and guests.
• Maintain high visibility and energy at key moments of traffic, events, and priority client visits.
• Reinforce behaviors that combine efficiency, elegance, warmth, and brand pride.

Art & Culture

• Lead the Art & Culture pillar, ensuring The Landmark remains a destination where luxury retail, creativity, and cultural relevance converge.
• Oversee the Art & Culture Manager and support the curation of exhibitions, installations, performances, and cultural programming within the building.
• Identify and develop partnerships with artists, institutions, galleries, and cultural leaders that enhance the visibility and desirability of The Landmark.
• Integrate Tiffany heritage, craftsmanship, design, and cultural storytelling into the client journey across all relevant touchpoints.
• Ensure art and cultural initiatives are executed with excellence and aligned with commercial, brand, and client experience priorities.

People Leadership & Talent Development

• Build, attract, and retain high-performing and service-oriented teams across all pillars of the function.
• Lead, coach, and develop managers and team members, strengthening capability, confidence, and succession pipelines.
• Drive a culture of accountability, recognition, and high expectations aligned with business needs.
• Foster an inclusive, collaborative, and energized environment that reflects the values of the Maison.
• Ensure teams are engaged, well-prepared, and consistently operating at flagship standards.

Operational Excellence

• Ensure disciplined daily execution across all client-facing service operations.

• Build and maintain clear operating procedures, service routines, and escalation processes.

• Oversee scheduling, staffing coverage, readiness, and resource allocation across the teams.

• Partner closely with Operations, Security, Facilities, HR, and Commercial leadership to remove friction and enable flawless execution.

• Manage budgets and expenses responsibly, ensuring resources are deployed effectively and in line with priorities.

• Drive pace, consistency, and follow-through across all aspects of the function.

Cross-Functional Leadership

• Act as a key member of The Landmark leadership team, contributing to the broader business strategy and daily leadership agenda.

• Collaborate closely with Commercial, High Jewelry, Client Relations & Events, Operations, HR, and regional partners to ensure aligned execution.

• Support top client moments, flagship activations, and strategic visits with excellence and precision.

• Represent the client experience function with credibility, professionalism, and a solutions-oriented mindset.

Leadership Profile

• Strategic yet pragmatic: able to define direction and ensure disciplined execution.

• Hands-on leader: visible in the business and personally engaged in standards and details.

• Client-focused: instinctively understands luxury service and anticipates expectations.

• People developer: builds strong teams and future leaders.

• Operationally strong: creates structure, consistency, and accountability.

• High standards: protects execution quality and service excellence.

• Agile and composed: thrives in a fast-paced, high-expectation flagship environment.

• Collaborative: builds strong partnerships across functions and teams.

Qualifications

• 10+ years of luxury retail, hospitality, client experience, or high-touch service leadership experience.

• Proven track record leading teams in complex and premium client-facing environments.

• Strong experience in service excellence, hospitality standards, and people development.

• Demonstrated ability to elevate client satisfaction, loyalty, and overall experience outcomes.

• Strong organizational skills and attention to detail.

• Commercial awareness with the ability to support business performance through client-centric initiatives.

• Strong communication and interpersonal skills.

• Flexible schedule required, including evenings, weekends, and holidays as needed.

• Fluency in English required; additional languages are a strong advantage.

• Luxury, hospitality, flagship, or premium service experience strongly preferred.

The hiring range for this position ranges from $150,450 - $177,000 per hour. The rate of pay offered will be dependent upon candidates’ relevant skills and experience.