Head of Customer Experience – Luxury Aftercare
Dubai, United Arab Emirates
Full timeOn-site
Job description
About The Finery
The Finery is the luxury aftercare business within Washmen, recently named the best laundry in the world. While Washmen serves the broader market, The Finery was created for clients and wardrobes that demand an entirely different level of specialist care and personal service.
We care for designer garments, shoes, handbags and leather goods through specialist cleaning, restoration, repair and tailoring, with on-demand collection and delivery and a flagship store on Bluewaters Island. Our clients include CEOs, celebrities and high-net-worth individuals, and our benchmark is the service they expect from the world's finest hotels, retailers and private client services. Three years in, The Finery is scaling, and the personal, premium nature of the experience has to scale with it.
The Role
Our clients entrust us with wardrobes from houses such as Hermès, Loro Piana, Louis Vuitton, Prada and Zegna: haute couture, bespoke tailoring, wedding dresses, rare handbags and exotic leathers. Individual pieces can be worth hundreds of thousands of dirhams, and many are irreplaceable.
We want The Finery to feel like an extension of our clients' lifestyle: a personal wardrobe service, available on demand. They expect discretion, recognition and confidence. And the best luxury service often feels invisible: needs anticipated before they are expressed, preferences remembered without being repeated, friction quietly removed.
Your role is to build that experience, lead the team that delivers it, and make it scale.
What You'll Be Responsible For
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Set the Finery service standard.Define how we speak, write, respond, follow up and anticipate needs, so every client feels recognised and looked after.
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Build and lead the CX team.Develop the people, structure and culture to deliver consistently as we grow. Build strong leaders beneath you, and give the team the clarity and confidence to make good decisions independently.
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Make service personal.Move from transactional service to a relationship and account-management mindset, where we know each client's wardrobe, preferences and history.
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Be proactive.Don't wait for clients to ask, complain or chase. Spot issues early and act before they become problems.
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Make it effortless.Keep removing friction from the client journey, so every interaction feels simpler and more considered.
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Go beyond the request.Find the thoughtful moments that surprise clients and build lasting loyalty.
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Own communication quality.Every WhatsApp message, call and conversation should feel human, precise, elegant and confident; never scripted, defensive or transactional.
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Own service recovery.Mistakes can happen in a complex service business; what defines us is how we respond. Take ownership, communicate transparently and resolve problems with judgement, fairness and care.
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Listen and measure.Know what clients love, where they feel friction and what would turn a four-star experience into a five-star one. Own satisfaction, ratings, response times, complaints and resolution quality, and use them to keep raising the standard.
A Deliberately Client-Facing Role
You will not be responsible for coordinating production, logistics, product or other internal operations. A separate function takes the issues and opportunities you identify to the relevant teams and drives the follow-through. That separation is intentional. Your focus is the client, your team, the relationship and the standard, every day.
What We're Looking For
We are particularly interested in people who learned customer experience where exceptional service is simply the expectation: luxury hospitality, five-star hotels, luxury retail, private client services, premium aviation or concierge. You understand the difference between being polite and delivering genuine luxury service.
You will bring:
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Proven experience leading, developing and scaling client-facing teams, including team leaders or managers
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A track record of building standards and systems that let exceptional service scale without losing its personal touch
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Exceptional written and spoken communication
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A natural instinct for luxury, discretion and personal service, and the ability to build relationships with affluent and high-profile clients
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Excellent judgement, particularly when something goes wrong
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Meticulous attention to detail, and the initiative to improve things without waiting to be told
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Comfort with data, technology, AI and automation
You don't need a background in laundry, garment care, shoe care or handbag restoration; we can teach you our services. We are more interested in someone who already knows how exceptional service should feel for a luxury clientele.
The Bigger Picture
Our ambition is for The Finery to become the benchmark for caring for the wardrobes of the most discerning clients, with a client relationship as considered as the work we do on their pieces. We aren't trying to create the best customer experience in the laundry industry. We want to create one of the finest luxury service experiences in the UAE.
The initial focus is The Finery. Once the service standard and team are established there, the role is expected to expand to Washmen's wider Shoe Care and Bag Care businesses, which serve the broader market.