Client Lead

William & Lauren is a custom clothier specializing in personalized, made-to-measure clothing for men and women. With shops in Oklahoma City and Tulsa and a growing Brand Experience division, we believe exceptional clothing deserves an equally exceptional client experience.

Our approach is rooted in hospitality, attention to detail, and meaningful relationships. We strive to make every client feel recognized, confident, and cared for throughout their experience with us.

The Client Experience Lead is responsible for ensuring a seamless, consistent, and exceptional client experience across William & Lauren.

This is a hands-on leadership role that combines direct client care responsibilities with team leadership, operational oversight, and service excellence.

The position serves as the day-to-day leader of Client Care for Oklahoma City and Brand Experience, while providing operational oversight and support for Tulsa.

Working alongside the team, the Client Experience Lead ensures client orders, communication, deadlines, and service expectations are managed proactively and consistently.

As William & Lauren grows, this position will evolve from hands-on client care toward greater emphasis on team leadership, operational management, and continuous improvement.

• Actively support daily client care responsibilities, including communication, order management, tailoring coordination, and issue resolution.
• Oversee daily workflows, priorities, and outstanding tasks to ensure timely follow-through.
• Coordinate with Operations, Fit Specialists, and shop leadership to deliver a seamless client experience.
• Ensure every client order and outstanding task has clear ownership.
• Lead and support Client Care Specialists, establishing clear expectations and accountability.
• Develop, implement, and maintain client experience SOPs and service standards.
• Train, coach, and develop team members to ensure consistent execution.
• Monitor performance, identify gaps, and continuously improve team effectiveness.

• Monitor active orders, upcoming deadlines, and at-risk clients through Stitch.
• Proactively identify and resolve potential service issues before they impact the client.
• Ensure timely communication, effective issue resolution, and consistent follow-through.
• Maintain accountability for service quality and established client care standards.

• Provide direct, hands-on leadership for Oklahoma City and Brand Experience client care operations.
• Oversee Tulsa's client care performance remotely, partnering with local shop leadership to ensure consistent standards.
• Maintain visibility into client care workflows, deadlines, and service quality across all locations.

• Identify opportunities to improve workflows, systems, and client communication.
• Develop scalable processes that increase efficiency and consistency.
• Review client feedback and recurring issues to identify improvements.
• Support the growth and development of the Client Care department as W&L expands.

Success in this role is measured by the ability to maintain a well-organized, proactive, and consistently excellent client care operation.