Director of Experience & Operations

You are not behind a desk — you are in the room, with guests, with the team, setting the tone. No guest is invisible, ignored, or left without acknowledgment.Create and uphold the White Brick elevated experience standard across every touchpoint. No gaps, no exceptions.Reply to all reviews professionally, warmly, and on brand. Any client with no visit and no future appointment in 120 days receives a personal outreach, not an automated message.Create and maintain scripts for every client scenario so every desk team member has clear language and no situation feels improvised.Follow up with every guest post-consultation who did not book. Desk Team Leadership

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