Job Description
A rare opportunity to shape the client journey in a premium design environment.
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We are partnering with a highly regarded luxury residential builder and design studio to appoint a Client Experience Lead.
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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.
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The Opportunity This position represents a shift away from transactional sales toward a more thoughtful, client led approach.
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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.
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This role would suit someone who thrives in high trust premium environments and enjoys guiding people through complex, emotional and high value decisions.
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Key Responsibilities
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Guide prospective clients through the early stages of their custom home journey
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Build trust through thoughtful conversations and consistent follow up
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Qualify and nurture leads through a structured, client first process
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Support early meetings with design and pre site teams
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Ensure seamless handover into the design phase
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Events & Experience Delivery
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Plan and deliver premium open home events and client experiences
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Coordinate invitations, logistics, run sheets and post event follow up
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Ensure every interaction reflects a calm, design led and high quality brand experience
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Referrer & Community Relationships
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Build relationships with key referrers including real estate agents and developers
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Grow brand presence across key Melbourne suburbs
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Represent the business at carefully selected community and industry events
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Marketing & Communication Support
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Assist with nurture communications, follow ups and client materials
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Maintain strong CRM discipline and accurate tracking of interactions
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Work closely with marketing to ensure a consistent client journey
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About You We are looking for someone who builds trust naturally and enjoys creating exceptional client experiences.
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You may come from luxury property, architecture, interior design, high end construction, property advisoryor premium service environments.
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Proven experience in sales, business development or client relationship roles
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Strong relationship building and communication skills
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Naturally client first, listens deeply and asks thoughtful questions
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Comfortable discussing lifestyle, design preferences and early project ideas
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Highly organised with excellent follow through
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Experience in premium or high trust environments highly regarded
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Experience coordinating events or partnerships is a bonus
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Why This Role Stands Out
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Work in a premium design led environment
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Be part of a thoughtful, collaborative and high performing team
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Combine relationship building, events, marketing and commercial impact
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Play a key role in shaping the early client journey
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Long term growth opportunities and stability, in a flat team where responsibility drives progression
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Weekday 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