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
Guide prospective clients through the early stages of their custom home journeyBuild trust through thoughtful conversations and consistent follow upQualify and nurture leads through a structured, client first processSupport early meetings with design and pre site teamsEnsure seamless handover into the design phase
Events & Experience Delivery
Plan and deliver premium open home events and client experiencesCoordinate invitations, logistics, run sheets and post event follow upEnsure 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 developersGrow brand presence across key Melbourne suburbsRepresent the business at carefully selected community and industry events
Marketing & Communication Support
Assist with nurture communications, follow ups and client materialsMaintain solid CRM discipline and accurate tracking of interactionsWork 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 advisoryor premium service environments.
Proven experience in sales, business development or client relationship rolesStrong relationship building and communication skillsNaturally client first, listens deeply and asks thoughtful questionsComfortable discussing lifestyle, design preferences and early project ideasHighly organised with excellent follow throughExperience in premium or high trust environments highly regardedExperience coordinating events or partnerships is a bonus
Why This Role Stands Out
Work in a premium design led environmentBe part of a thoughtful, collaborative and high performing teamCombine relationship building, events, marketing and commercial impactPlay a key role in shaping the early client journeyLong term career growth and stability, in a flat team where responsibility drives progressionWeekday role with the flexibility of one WFH day and onsite parking, plus one onsite weekend a month for the Open Home program
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📌 Client Experience Lead (Victoria)
🏢 Brook Recruitment
📍 Victoria