Client Experience Manager
Luxury is not just what we design. It is how we make people feel.
At Madison Taylor Design, we create exceptional homes through architecture, interior design, landscape design and construction. But what truly sets us apart is not only the spaces we build—it is the experience our clients have along the way.
Every project is deeply personal, and every client deserves to feel heard, cared for and completely confident from the first conversation to long after they have moved into their home.
As we continue to grow in the luxury residential market, we are looking for a Client Experience Manager to own that journey.
This is an opportunity for someone who is excited to build something—not simply maintain it.
Madison Taylor Design is intentionally investing in the future of our client experience. We believe exceptional hospitality should become a defining part of our brand, and this role will play a key part in creating that vision.
Today: Be the operational heart of our office and begin building an exceptional client concierge program.
Tomorrow: Help shape and lead the client experience function as Madison Taylor grows.
This position combines office administration with the development of a luxury client concierge program. You will ensure our office operates seamlessly while creating thoughtful, memorable experiences for our clients.
While the role includes responsibilities such as reception, scheduling, office coordination and facilities support, we are looking for someone who sees these as the foundation for something much bigger. The successful candidate will continually identify opportunities to improve processes, elevate client service, and help build the systems, standards and service philosophy that will shape the future of our Client Experience program.
As Madison Taylor Design continues to grow, we anticipate expanding the client experience team with additional administrative and client support resources. This will allow the Client Experience Manager to increasingly focus on leadership, program development, training and continuous improvement—helping define what exceptional client experience looks like for our firm.
The successful candidate will continually identify opportunities to improve processes, elevate client service, and help develop the systems that will become the future of our Client Experience program.
Who You Are
- You genuinely enjoy making people feel valued.
- You notice the details others miss.
- You naturally think one step ahead.
- You communicate with warmth, confidence, and professionalism.
- You remain calm and composed when situations become complex.
- You love creating order, but you understand that exceptional service is about people—not just processes.
What You Will Do
Client Relationships and Experience
- Welcome every client with warmth, professionalism, and responsiveness.
- Guide prospective clients through the discovery and proposal process.
- Build trusted relationships throughout every stage of the client journey.
- Become the consistent point of contact clients know they can rely on
- Create thoughtful experiences that elevate every stage of the client journey—from welcome gifts and milestone celebrations to project completion.
- Anticipate client needs before they arise.
- Ensure every interaction reflects the Madison Taylor Design brand and standard of hospitality.
- Help transform exceptional projects into lifelong client relationships and referrals.
- events.
Client Relationships and Experience
- Welcome every client with warmth, professionalism, and responsiveness.
- Guide prospective clients through the discovery and proposal process.
- Build trusted relationships throughout every stage of the client journey.
- Become the consistent point of contact clients know they can rely on
- Create thoughtful experiences that elevate every stage of the client journey—from welcome gifts and milestone celebrations to project completion.
- Anticipate client needs before they arise.
- Ensure every interaction reflects the Madison Taylor Design brand and standard of hospitality.
- Help transform exceptional projects into lifelong client relationships and referrals.
Coordination & Communication
- Coordinate meetings, presentations, site visits, and client communications.
- Partner closely with our designers, project managers, and construction team to ensure a seamless client experience.
- Ensure the right people have the right information before every client interaction.
- Keep clients informed while ensuring internal teams remain aligned and prepared.
- Help create a smooth, effortless experience where clients always feel supported, informed, and confident.
Office Administration
- Maintain the master calendar for client meetings, presentations, site meetings, and internal meetings.
- Coordinate schedules between clients, consultants, leadership, and project teams.
- Schedule company meetings, interviews, training sessions, and events.
- Maintain visibility of key company milestones, project deadlines, vacations, and events.
- Answer incoming telephone calls and direct inquiries appropriately.
- Order and maintain office, kitchen, and hospitality supplies. .
- Maintain digital and physical filing systems.
- Prepare correspondence, documents, reports, and meeting materials.
- Maintain client records and administrative files.
- Help build, maintain, and organize the company CRM.
- Assisting with company-wide initiatives and special projects.
- Support the implementation and continuous improvement of office procedures.
What Will Make You Successful
You will thrive in this role if you have experience working in
- Luxury hospitality, concierge services, high-end customer service, event planning or another premium service environment where exceptional experiences are the standard.
- Minimum of seven (7) years' experience in hospitality, office administration, executive support, client service.
- Able to manage multiple priorities in a fast-paced professional environment.
- Proficiency in Google workspace.
- Experience with Monday.com is considered an asset.
- Experience delivering exceptional customer service in a professional setting.
- Having previous experience setting up a concierge program will be considered a strong asset.
- A sense of urgency to ensure we fulfill our clients’ expectations.
- Excellent verbal and written communication.
- Outstanding organizational and time management abilities.
- Strong attention to detail and follow-through.
- High level of professionalism, discretion, and confidentiality.
While experience in architecture, interior design, or construction is certainly valuable, we are equally excited to meet candidates from luxury hospitality and other premium service industries who understand what exceptional client care truly looks like.
Our Culture
We are a collaborative team that believes exceptional design begins with exceptional relationships—both with our clients and with each other.
We value kindness, accountability, professionalism, continuous improvement and taking pride in doing things exceptionally well. We support one another, celebrate great work and believe every interaction contributes to the reputation we are building.
If creating unforgettable client experiences is more than what you do—if it is who you are—we would love to hear your story.
Ready to Apply?
Send your resume and, in a few sentences, tell us about:
- About a time, you made someone feel truly valued through exceptional service.
- A system, process, or idea you introduced that helped create a consistently outstanding client experience.
Please submit your application to [email protected].
Full-Time | 37.5 Hours/Week (In-Office Position)
Hours: Monday–Thursday: 8:00 AM – 5:00 PM | Friday: 8:30 AM – 12:00 PM
Starting Salary- $65,000–$80,000 per year, inclusive of base salary and performance-based incentives
Benefits
- Company events
- Dental care
- Extended health care
- Life insurance
- On-site parking
Madison Taylor Design is committed to providing an inclusive and accessible candidate experience. If you require accommodation at any stage of the recruitment and selection process, please let us know. We will work with you to meet your needs.
We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
We do not utilize artificial intelligence (AI) software to screen, assess, or select applicants for this position.
Pay: $65,000.00-$80,000.00 per year
Application question(s):
- 1- A time when you made someone feel truly valued through exceptional service
2- A system, process, or idea that you introduced that helped create an outstanding client experience.
Work Location: In person
