**Hiring Company**:
Sienna Charles, the premier luxury lifestyle company, featured in magazines such as Forbes is looking for a Head of Customer Service, who is as passionate as we are in delivering an exceptional customer service experience for our elite clientele.
**Position Summary**:
We are seeking a visionary and dynamic **Head of Customer Service** to lead the creation of an exceptional, innovative luxury lifestyle experience for our ultra-high-net-worth clients.
This role goes beyond daily operations—it's about building and leading a high-performing team, developing forward-thinking strategies, and relentlessly advancing the service platform through continuous improvement and cutting-edge technology.
**Key Responsibilities**:
- **Build & Lead High-Performing Teams**: Recruit, develop, and inspire a team of elite client service professionals capable of delivering personalized, discreet, and innovative experiences.
- **Balance Running & Improving**: Oversee daily operations smoothly while proactively identifying opportunities for optimization, enhancement, and innovation—embracing agility to adapt quickly and elevate service standards.
- **Strategic & Creative Leadership**: Develop and implement a comprehensive customer service strategy aligned with the company's vision of excellence and technological innovation.
- **Cross-Departmental Collaboration**: Partner closely with marketing, product, tech, and operations teams to design, build, and deploy solutions that elevate the client experience—working collaboratively to embed service excellence throughout the organization.
- **Tech-Driven Innovation**: Collaborate with development teams to create new platforms, tools, and solutions—building from scratch if needed, rather than merely maintaining existing systems—using the latest technology to anticipate and surpass client expectations.
- **Foster Agility & Continuous Improvement**: Cultivate an environment of rapid prototyping, testing, and iteration,



driving ongoing enhancements to stay ahead of industry trends and client needs.
- **Client-Centric Culture**: Prioritize discretion, personalization, and proactive service, transforming client feedback into actionable improvements.
- **Performance Metrics & Reporting**: Establish KPIs focused on client satisfaction, operational efficiency, and technological adoption, providing ongoing insights to leadership.
- **Maintain Discretion & Confidentiality**: Uphold the highest standards of professionalism, managing sensitive client data and interactions with integrity.
**Requirements**:
- Bachelor's degree in Business, Hospitality, Technology, or related fields; advanced certifications in luxury service or innovation are a plus.
- 10+ years of experience leading customer service, concierge, or high-end client management teams, preferably within luxury lifestyle or travel sectors.
- Proven success building and leading high-performing teams—capable of balancing operational excellence with continuous innovation.
- Strong experience working with cross-functional teams, especially tech, product, and marketing, to develop new solutions from the ground up.
- Deep understanding of ultra-high-net-worth client expectations, behaviors, and the importance of discretion.
- Entrepreneurial, proactive, and agile—comfortable with rapid change and iterative development.
- Excellent leadership, communication, stakeholder management, and strategic thinking skills.
Preferred Attributes:
- Passion for luxury lifestyle, innovation, and disruptive technology.
- Hands-on builder with a growth mindset—able to execute the company's vision and drive ongoing improvement.
- Culturally aware, multilingual capabilities are a plus.
- Discretion, tact, and unwavering professionalism.
**What We Offer**:
- The opportunity to work at the intersection of luxury lifestyle and cutting-edge technology.
- A collaborative, innovative environment with high-impact projects.
- Competitive salary and benefits package.

📌 Head Of Customer Service (Luxury Lifestyle & Innovation) (Xico)
🏢 Sienna Charles
📍 Xico