Events Experience Manager - New Destination

As the Experience Manager, you will play a key role in establishing and maintaining the overarching customer experience within our new destination. You will be responsible for curating memorable experiences, building strong relationships with high-value clients and overseeing our new destination’s programming and activations. This includes scheduling and coordinating events and operations across all of our exclusive destinations as well supporting on brand partnerships and product activations within the wider environment.

Your role is to ensure that every interaction and activation within the space feels exclusive, personalised and unique to the new destinations brand—enhancing the customer experience and driving loyalty (measured through customer visits, spend and advocacy).

This role offers a unique opportunity to manage and elevate the experience at Selfridges’ most exclusive new destination, blending personalised luxury with meticulously coordinated programming and product activations. The ideal candidate is someone who thrives in an exclusive, high-energy environment, is passionate about crafting memorable experiences, and has the organizational skills to oversee a dynamic and high-profile project.

Key Responsibilities:

Experience Curation and Management
• Develop and implement unique, high-touch experiences tailored to Selfridges’ top-tier VIP customers and prospects.
• Curate experiences across fashion, design, art, culture, and lifestyle that embody the new destination’s brand and experience principles.
• Ensure all activations have clearly defined customer objectives and measurable outcomes.

Client Relationship Building
• Cultivate and deepen personalised relationships with VIP members and high-potential customers.
• Understand client preferences and expectations to provide tailored recommendations and exclusive opportunities.
• Enhance the overall Selfridges experience for VIP clients through thoughtful, high-touch engagement.

Service & Operations Oversight
• Manage the daily operations of the new destination alongside F&B partners.
• Ensure the environment and service experience consistently reflects brand guidelines.
• Oversee front-of-house team delivery, maintaining adherence to Standard Operating Procedures (SOPs).

Membership Management
• Partner with the membership operations team to use insights from member interactions to inform improvements.
• Support commercial and customer goals to further personalise the club experience for members and their guests.
• Handle all customer feedback for the space, ensuring timely and professional responses for experiences

Innovation and Improvement
• Continuously explore ways to elevate the new destinations offering, staying informed of local and global trends in retail, luxury, hospitality, and lifestyle.
• Collaborate with cross-functional teams to develop and introduce new concepts that enhance the VIP/member experience.

Key Skills:
• Diverse experience in top-tier luxury hospitality or members club management
• Exceptional interpersonal skills, with a demonstrated ability to connect and build rapport with discerning clients.
• Strong background in delivering events and experiences and producing quality customer activations
• Strong background in team leadership and a track record of inspiring top-tier service.
• Innate sensibility for luxury – understanding luxury codes across environment, service, and experience.
• Knowledge and passion for luxury fashion, art, culture, and lifestyle.
• Excellent organisational skills, with experience managing complex event calendars and coordinating multi-department activations
• An innovative mindset and a commitment to continuously enhancing the customer journey.
• Ability to work in a dynamic, fast-paced environment, dealing with a high level of customer demand and expectation, and effectively solving problems whilst maintaining composure and a high standard of service.

Technical skills:
• Excellent Project Management Skills
• Possess strong financial acumen with P & L management (costs & revenue)
• Excellent verbal and written communication skills
• Excellent presentation, pitching skills
• Creative flair and a commitment to quality programming
• Highly effective negotiating skills
• Strong organisational skills, being able to manage multiple projects at the same time