Job Title: Client Experience Manager Location: London Type: Full-time office based, Monday - Friday About the Business: Here at Pinsent Masons we bring together the best people to get the job done. Weâre naturally curious, constantly learning, listening, and growing. Weâll truly value your ideas. Youâll be joining an award-winning, hardworking and commercially minded team, where youâll have the opportunity to work with leading experts and form meaningful relationships, while making a difference. Youâll get the opportunity to be involved in varied and challenging work. Working in an open and supportive environment, to deliver outstanding results. Purpose of the role: 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. Main duties and responsibilities: Responsible for delivering an exceptional client experience by setting best-in-class standards that produce a 5-star service for the London office and global HQ. 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 firmâs 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 firmâs 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. Data collection and analysis of key metrics, including periodical and ad-hoc reporting as required. Implementing changes and defining best practice as appropriate with a view to standardising services across the UK. Continually seeking to improve efficiencies and reduce costs where appropriate. Collaborating closely with key suppliers to review operational performance, reporting as well as seeking continual improvements. Researching key market suppliers in relation to new business requirements. Developing business cases for projects as well as leading on tenders and procurement requirements for all areas of Client Services. Assessing supplier proposals, analysing commercial data, and making recommendations on contract awards. Preparing and maintaining monthly and annual budgetary figures and reporting to Head of Facilities discrepancies or changes, as necessary. Reconciling and verifying invoicing across supplier base. Working closely with the Facilities Management team to monitor the working environment to adhere to relevant health and safety standards, including correctly recording and reporting hazards/accidents. Leading and collaborating national and local projects where required. Planning regular management meetings as well as driving actions to completion. Attending management meetings to represent the team with other department/teams as required. Other duties as reasonably required by line manager or senior leadership team. Candidate Overview: We are looking for candidates who ideally hold the following skills and experience: Relevant Experience: At least 5-10 years management level experience in a similar 5-star client/customer-service/hospitality role, including team management responsibilities. Experience in managing service providers and contractors. Experience of using a bookings system, preferably Condeco. Key Skills: Demonstrable strong leadership capabilities and skills. Able to motivate and lead a high-performing team, bring out their best abilities and team collaboration. Effective people management skills, able to demonstrate ability to manage difficult conversation and manage a large team. Ability to manage conflicting demands and/or challenge pressures for resources. Excellent communication and people skills with the ability to deal with staff at all levels, including delivering presentations to groups/stakeholders. Strong analytical skills and business acumen, commercially driven. Strong negotiation skills and ability to manage difficult discussions with suppliers/service providers effectively. Able to work collaboratively and not afraid to challenge assumptions. Proven organisational skills, with a diligent and methodical approach to all aspects of work with a keen eye for detail. Ability to identify any Health & Safety risks. Qualifications: Educated to degree/diploma level or equivalent (Alternatively, relevant experience of over 10 years at management level will be considered). IOSH Managing safely desirable. What can we offer you? Carersâ leave (up to five paid daysâ leave towards caring responsibilities) 25 daysâ annual leave entitlement and the opportunity to purchase or roll over 5 days. Contributory pension of up to 5%. Private healthcare policy Death in service cover (4 x base salary). Eligibility to apply for an interest free season ticket loan, an interest free gym membership loan and/or an interest free rental deposit loan. Cycle to work scheme. What happens next? Once your application has been submitted and reviewed, our Recruitment team will share the outcome with you by email. We typically hold two interview stages per vacancy providing the opportunity to meet two members of the hiring team at each stage. The first stage is typically conducted virtually and the second stage typically in person at the office in which the role would be based. However, we strive to remain flexible depending on the requirements of the role or the candidate. Our strength lies in our differences. We are a Disability Confident and top Stonewall employer, a Valuable 500 member, a founding member of the Mindful Business Charter, signatory of the Race at Work Charter and a proud partner of Neurodiversity in Law. We encourage and value different ideas and styles of thinking. Itâs with different perspectives that weâll find solutions to our clientsâ most complex challenges. Itâs how weâll deliver outstanding results today, and tomorrow. We want everybody attending an interview to be comfortable and able to fully demonstrate their experience and talents. IND LI-Onsite