Client Experience Director - Landmark, NYC

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 lead...