Client Director - Landmark, NYC

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.

• 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.

• 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.

• 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.

• Lead the Art & Culture pillar, ensuring The Landmark remains a destination where luxury retail,…