Overview:

About William & Lauren.      
William & Lauren is a custom clothier specializing in personalized, made-to-measure clothing for men and women. With shops in Oklahoma City and Tulsa and a growing Brand Experience division, we believe exceptional clothing deserves an equally exceptional client experience. Our approach is rooted in hospitality, attention to detail, and meaningful relationships. We strive to make every client feel recognized, confident, and cared for throughout their experience with us.

Position Overview The Client Experience Lead is responsible for ensuring a seamless, consistent, and exceptional client experience across William & Lauren. This is a hands-on leadership role that combines direct client care responsibilities with team leadership, operational oversight, and service excellence. The position serves as the day-to-day leader of Client Care for Oklahoma City and Brand Experience, while providing operational oversight and support for Tulsa. Working alongside the team, the Client Experience Lead ensures client orders, communication, deadlines, and service expectations are managed proactively and consistently. As William & Lauren grows, this position will evolve from hands-on client care toward greater emphasis on team leadership, operational management, and continuous improvement.

As a Client Experience Lead

Key Responsibilities:

1. Client Care Operations & Execution Actively support daily client care responsibilities, including communication, order management, tailoring coordination, and issue resolution. Oversee daily workflows, priorities, and outstanding tasks to ensure timely follow-through. Coordinate with Operations, Fit Specialists, and shop leadership to deliver a seamless client experience. Ensure every client order and outstanding task has clear ownership.
 
2. Team Leadership, Training & Service Standards
Lead and support Client Care Specialists, establishing clear expectations and accountability. Develop, implement, and maintain client experience SOPs and service standards. Train, coach, and develop team members to ensure consistent execution. Monitor performance, identify gaps, and continuously improve team effectiveness.

3. Order Management & Client Experience Quality Monitor active orders, upcoming deadlines, and at-risk clients through Stitch. Proactively identify and resolve potential service issues before they impact the client. Ensure timely communication, effective issue resolution, and consistent follow-through. Maintain accountability for service quality and established client care standards.

4. Multi-Location Client Care Oversight Provide direct, hands-on leadership for Oklahoma City and Brand Experience client care operations. Oversee Tulsa's client care performance remotely, partnering with local shop leadership to ensure consistent standards. Maintain visibility into client care workflows, deadlines, and service quality across all locations.

5. Process Improvement & Operational Growth Identify opportunities to improve workflows, systems, and client communication. Develop scalable processes that increase efficiency and consistency. Review client feedback and recurring issues to identify improvements. Support the growth and development of the Client Care department as W&L expands.

Overview:

About William & Lauren

William & Lauren is a custom clothier creating made-to-measure clothing for men and women through a highly personal, hospitality-driven experience. With shops in Oklahoma City and Tulsa, along with a growing Brand Experience division, we serve individuals, companies, universities, athletic programs, and private groups across the country. We believe clothing is personal. Our goal is to make every guest feel seen, confident, and cared for through an experience rooted in craftsmanship, hospitality, and meaningful relationships.

Position Overview William & Lauren is seeking a polished, relationship-driven Experiential Sales Lead to grow revenue through corporate and group sales, strategic partnerships, in-shop group activations, and Brand Experience opportunities. This is not a traditional retail sales role, and it is not simply an event-planning role. This is a commercial growth role for someone who can build relationships, identify qualified group opportunities, create meaningful experiences, and turn those opportunities into profitable William & Lauren revenue. The Experiential Sales Lead will help activate our Oklahoma City and Tulsa shops by sourcing new corporate and group opportunities, support Brand Experience growth, and create repeatable sales programs that can scale with the company. During the initial training and ramp period, this role will travel with the Brand Experience team to learn the model firsthand, understand the guest experience and operational flow, and gain a stronger understanding of what they are selling. Over time, the role will shift more heavily toward sales development, pipeline growth, partnerships, and repeatable experience strategy.

As a Client Advisor

Key Responsibilities:

1. Developing group sales opportunities with companies, universities, organizations, alumni groups, and strategic partners.
 
2. Creating opportunities for leadership teams, client groups, new hires, executive teams, university groups, and professional networks to experience William & Lauren through custom suiting, wardrobe planning, and professional dress experiences.

3. Activating the Oklahoma City and Tulsa shops through corporate group fittings, leadership suiting experiences, client appreciation fittings, new hire wardrobe experiences, and other repeatable group formats.

4. Sourcing new off-site Brand Experience opportunities for corporate groups, conferences, retreats, universities, athletic departments, and VVIP groups.

5. Creating proposals, managing follow-up, tracking pipeline, and converting qualified group opportunities into revenue.

6. Partnering with shop and Brand Experience teams to ensure clean handoffs and elevated execution.