Client Experience Manager

Your new company
Our client are global law firm who are well-regarded in the UK and have multiple offices. They are hiring a Workplace Experience Manager for their London office. This is a site-based role in Central London, working Monday - Friday.
Your new role
As Workplace Experience Manager you will work to curate an exceptional client experience at our global HQ, raising the bar to deliver a best-in-class, 5-star service client journey from end-to-end. To be responsible for the strategic planning, operational and contract management of the client-facing facilities and function for the London office. Developing and implementing best practice policies and procedures across the front of house, ensuring that all teams are performing consistently and with optimum impact.
Key duties will include:

• Accountable for the strategic and operational management of the entire client-facing function - including meeting and events, AV and client meeting room tech, catering and hospitality (fine dining and meeting room service), reception and concierge services.
• Responsibility for auditing standards/procedures relating to all areas of the front of house to ensure that the overall delivery and experience is consistently outstanding for all clients and visitors.
• Maintain well-connected, strong relations with key partners involved in setting the firm's client strategy as well as the senior management of the London office.
• Building a network of relationships with partners/colleagues to understand and meet the expectations and needs of the firm's key and high-value clients through the client experience and in support of winning and retaining their business.
• Act as the direct internal/external client and tenant liaison for any issues regarding services.
• Providing timely responses and appropriate solutions to maintain an elevated level of customer service.
• Strategically organise and plan resource and usage of the client meeting space, ensuring the smooth running of events/seminars, and providing exceptional customer service.
• Direct line management responsibility, including annual and half year appraisal process, one to one monthly meetings and training and development needs.
• Effective planning and management of team resource, including recruitment, training, and development.
• Administrative control of key documents, such as policy and procedure documents. Completing annual reviews of these documents, including version control.
  
  

What you'll need to succeed
To succeed in this role you will require relevant experience in providing high-end client facing services for a corporate office. You will also require:

• Management-level experience in a client facing / customer service / hospitality role
• Line management experience
• Experience in managing service providers
• Strong systems knowledge such as booking, AV, meeting rooms etc.
• Extensive corporate services experience

What you'll get in return
When successful in securing this role you will receive a permanent contract with a global law firm for their high-end corporate office in London. You will also receive:

• £55,000 - £65,000 salary
• 25 days leave + bank holidays
• Contributory pension up to 5%
• Private healthcare policy
• Life assurance policy
• Various other company benefits

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

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