Client Expereince Manager

A rare opportunity to shape the client journey in a premium design environment.

We are partnering with a highly regarded luxury residential builder and design studio to appoint a Client Experience Lead.

This role exists to elevate the early client journey, guiding prospective clients through one of the most personal and significant decisions of their lives, designing and building a custom home.

The Opportunity This position represents a shift away from transactional sales toward a more thoughtful, client led approach.

You will nurture high value relationships from early enquiry through to the commencement of concept design, working closely with design, marketing and leadership teams to deliver a seamless and premium client experience.

This role would suit someone who thrives in high trust premium environments and enjoys guiding people through complex, emotional and high value decisions.

Key Responsibilities

Client Relationship & Lead Nurture

• Guide prospective clients through the early stages of their custom home journey
• Build trust through thoughtful conversations and consistent follow up
• Qualify and nurture leads through a structured, client first process
• Support early meetings with design and pre site teams
• Ensure seamless handover into the design phase

Events & Experience Delivery

• Plan and deliver premium open home events and client experiences
• Coordinate invitations, logistics, run sheets and post event follow up
• Ensure every interaction reflects a calm, design led and high quality brand experience

Referrer & Community Relationships

• Build relationships with key referrers including real estate agents and developers
• Grow brand presence across key Melbourne suburbs
• Represent the business at carefully selected community and industry events

Marketing & Communication Support

• Assist with nurture communications, follow ups and client materials
• Maintain strong CRM discipline and accurate tracking of interactions
• Work closely with marketing to ensure a consistent client journey

About You We are looking for someone who builds trust naturally and enjoys creating exceptional client experiences.

You may come from luxury property, architecture, interior design, high end construction, property advisory or premium service environments.

• Proven experience in sales, business development or client relationship roles
• Strong relationship building and communication skills
• Naturally client first, listens deeply and asks thoughtful questions
• Comfortable discussing lifestyle, design preferences and early project ideas
• Highly organised with excellent follow through
• Experience in premium or high trust environments highly regarded
• Experience coordinating events or partnerships is a bonus

Why This Role Stands Out

• Work in a premium design led environment
• Be part of a thoughtful, collaborative and high performing team
• Combine relationship building, events, marketing and commercial impact
• Play a key role in shaping the early client journey
• Long term career growth and stability, in a flat team where responsibility drives progression
• Weekday role with the flexibility of one WFH day and onsite parking, plus one onsite weekend a month for the Open Home program

How to Apply Click APPLY or email your resume to lilly@brookrecruitment.com.au. For a confidential discussion, please call Lilly on 0481 727 058.