Client Experience Project Manager

Job Title: Client Experience Project Manager 

Reports To: Head, Commercial Services

Supervises: Client Experience Project Coordinator

Job Summary:

• End-to-end concept development from brainstorming to actualisation.


• Client and account management; working with client partners to build relationships, satisfaction, and advocacy.


• Supervising project delivery aiming for excellent standards and client satisfaction.


• Expand existing and repeat business from current and previous clients.


• Budget control.


• Traffic management of workflow.

Principal Duties & Responsibilities:

• Working closely with clients to influence and shape their goals to facilitate project performance, including suggesting the right solutions, and, using data to tell a compelling story and drive clients to the most appropriate decisions/action.


• Support the creative department in concept development including interpretation of the brief, brainstorming, concept ideation, the preparation of proposals, pitching concepts to prospective clients, and firming up concepts with costings and budgets.


• Managing the successful activation, execution, and completion of client projects; ensuring that the client’s goals and requirements are exceeded and that each project is completed on time and within budget.


• Update status reports and schedules and maintain lists of action items to ensure smooth and timely delivery of programs and associated deliverables/elements.


• Managing client–company relations including identifying where team members can best add value and providing; setting and communicating roles for all company participants prior to critical meetings; and, ensuring appropriate pre-brief and de-brief communication to drive successful client interactions.


• Embrace and enhance company internal systems, processes and quality.


• Acting as the primary contact for client requests and questions, ensuring that everything is promptly addressed and resolved, and information regarding project progress and status is appropriately provided.


• Supervising client project improvement and the management of all service issues.


• Creating and maintaining a project management calendar and/or task list featuring all activity deadlines and team member responsibilities.


• Research viable options in response to changes to the budget or objectives.


• Assisting with the coordination of the various project team members, providing direction and support as required.


• Working with the production team to ensure quality standards for project deliverables and agreed activities.


• Budget creation, development and approval, liaising with procurement, accounting and clients to facilitate accuracy and secure sign-off.


• Budget tracking and reporting for all aspects of the project.


• Coordinating and monitoring accurate billing and adhering to all internal and client compliance requirements.


• Management and control of every aspect of the budget for each project.


• Traffic management of workflow ensuring that the work flows through the agency smoothly, preventing jams that may overwhelm creative and production teams and lead to very long hours, missed deadlines, and problematic client relationships.


• Using the latest technology and other resources for end-to-end project management to keep track of people, activities, progress, problems and solutions.


• Setting and communicating timelines and priorities for each project to all stakeholders.


• Developing robust service plan, aligning and mobilising company and third-party resources to deliver on those plans.


• Conducting quality control for work performed by independent contractors.


• Coordinating team members, handling client and guest queries and troubleshooting on the day/s of event projects; and overseeing post-event coordination (including analysis and reporting for event stakeholders).


• Measuring progress against plan goals consistently throughout each project and account lifespan, changing and re-aligning course as necessary.


• Conducting regular reviews of client satisfaction level.


• Interacting clearly, constructively and positively with all departments to ensure projects are completed effectively and with minimal disruption to planned events.


• Encouraging communication of information between departments.


• Playing a meaningful role in client expansion and/or new business sales opportunities.


• Communicating with clients and all stakeholders, constantly, to keep them updated on the status of the project and budget, including arranging and attending meetings, including on-site inspections and team meetings, and preparing regular reports.


• Evaluating projects and identifying issues; and recommending opportunities to improve performance going forward.


• Responsible for externally-facing relationships with clients as well as internally-facing relationships with the client services team.


• Create monthly and quarterly departmental reports to determine whether KPIs are being met and where there is room for improvement.


• Maintain all documents and files using the organisation’s central filing system with a strict compliance of the documentation policy. 


• Undertaking any necessary duties to ensure a first-class service is provided always.


• Be an ambassador for the business always.

Qualification, Competency & Skills Required:

• Bachelor's degree in Business Administration or any related field.


• Minimum 5 years of project management, sales/client management industry experience.


• A Master’s degree (MBA or MSc.) in any related field is an added advantage.


• Proven experience working as a Client Servicing Executive.


• Proficiency in Microsoft Excel & PowerPoint


• Exceptional customer service skills.


• Working knowledge of Customer Relationship Management (CRM) software.

• Strong verbal, presentation, and written communication skills.


• Proven influencing and negotiation skills.


• Assertive, creative, organised and resourceful.


• Detail-oriented and extremely organised Excellent listening and Interpersonal skills.


• Self-starters who have demonstrated personal and thought leadership capabilities in prior responsibilities


• Excellent organisational skills.

• Analytical and Problem-solving.

Work Hours    

8:00 a.m. – 17:00 PM Mondays - Fridays

Additional hours outside regular work cycles may be required to meet job demands

Travel Requirements

As required to meet job demands