Client Experience Lead

The Client Experience Lead will drive exceptional service delivery within a luxury travel and concierge company. This is a senior leadership role responsible for managing client relationships, leading teams, and supporting business growth. The role serves as a key face of the company, shaping high-touch, curated travel and lifestyle experiences.

• → Serve as the primary point of contact for prospective and existing clients, delivering a high-touch experience
• → Design and oversee customised travel and concierge experiences aligned with brand standards
• → Lead, mentor, recruit, and grow a team of commission-based travel planners
• → Build client relationships and convert inbound interest into business opportunities
• → Represent the company at conferences, networking events, and industry functions
• → Support operational improvements and ensure service excellence across all touchpoints

• Significant experience in hospitality, luxury service, or senior client experience roles
• Proven leadership and team management experience
• Strong client relationship management and communication skills
• Experience in business development and brand representation
• Ability to curate high-end, personalised client experiences
• Professional presence in client-facing environments

• Leadership and people development
• Client relationship management
• Communication and presentation skills
• Strategic thinking and business growth
• Attention to detail and service excellence

• Strong executive presence with the ability to engage high-value clients
• Deep understanding of luxury service and high-touch client expectations
• Ability to lead and scale a commission-based team
• Commercial awareness with a focus on revenue growth
• Strong organisational skills with attention to detail
• Passion for delivering exceptional and memorable client experiences

• Event management background
• Experience in luxury travel, concierge, or lifestyle services
• Existing network within hospitality, travel, or luxury sectors
• Experience leading commission-based teams

A relationship-driven, strategic leader who is equally comfortable managing client interactions, leading teams, and driving business growth. This individual is service-oriented, highly organized, and thrives in a fast-paced, high-touch environment.