Job Description
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 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 advisoryor premium service environments.
Proven experience in sales, business development or client relationship roles
Solid 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
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📌 Client Experience Lead (Victoria)
🏢 Brook Recruitment
📍 Victoria