CLIENT SERVICES MANAGER

JOB OVERVIEW

The Client Services Manager creates an exceptional, welcoming, and engaging workplace experience for our client and their employees. This role leads service delivery at the site, helping create a modern, innovative environment that supports collaboration, productivity, well-being, and community.

The Client Services Manager is a warm, welcoming, innovative, agile, and tech-savvy professional with strong planning, organization, leadership, and project management skills. This position oversees client services, workplace experience initiatives, front-of-house services, community engagement, and curated events while ensuring the site consistently delivers world-class service.

The Client Services Manager works closely with the customer and SPS service teams to create an environment that supports innovation and collaboration by:

• Creating inspiring and engaging work, collaboration, meeting, and event spaces.

• Configuring spaces to support different types of teamwork and activities.

• Developing programs and experiences that promote employee engagement, productivity, health, and well-being.

• Creating a strong connection between the workplace, employees, and the surrounding community.

DUTIES & RESPONSIBILITIES

Client & Site Management

• Own the overall client experience and workplace environment, ensuring the site remains safe, functional, welcoming, and visually appealing through regular assessments and effective management of vendors and contractors.

• Partner with customers to understand their business priorities and tailor service delivery and workplace initiatives to their needs.

• Serve as a primary point of contact for day-to-day client service delivery and site operations.

• Bring current workplace trends, innovative ideas, and best practices in workplace design, engagement, and experience to the site.

• Observe the workplace environment and culture to identify opportunities to improve the employee and guest experience across SPS service areas.

• Connect operational needs with service delivery to support the workplace strategy and create a positive experience for employees and customers.

• Advise customers and service teams on opportunities to create an environment that encourages creativity, collaboration, and productivity.

• Recognize and respond to the diverse needs of employees based on their roles, backgrounds, and cultures.

Events & Client Experiences

• Plan, coordinate, and deliver memorable workplace experiences and curated events.

• Develop and execute events such as service celebrations, wellness programs, multicultural events, recognition programs, and other employee engagement initiatives.

• Partner with the customer, food services/catering lead, and other service lines on event planning and execution, including:

  • Menus and presentation

  • Budget and cost containment

  • Venues and room setups

  • Equipment and logistics

  • Event production and best practices

• Ensure events, client requests, and workplace initiatives are delivered on time and to a high standard.

• Measure the success of events and client experiences using both quantitative and qualitative feedback.

• Prepare and present monthly client service reports, including event activity, results, return on investment (ROI), and business benefits.

Leadership & Service Delivery

• Lead, develop, and guide service employees and subject matter experts in delivering an exceptional client and workplace experience.

• Oversee day-to-day service delivery and ensure SPS standards, policies, and procedures are consistently followed.

• Work closely with SPS service teams to support employees, customers, and guests.

• Lead site tours for customers, guests, and SPS representatives.

• Share best practices and client service knowledge across the SPS network.

• Identify opportunities for continuous improvement in workplace engagement, service quality, and operational efficiency.

• Serve as a process catalyst to improve workplace engagement, energy, and overall client satisfaction.

Community Engagement

• Build connections between the workplace and the surrounding community.

• Attend local events and network with startups, organizations, and community partners.

• Lead initiatives that enhance the community experience, improve operational efficiency, and identify opportunities for incremental revenue.

QUALIFICATIONS & EDUCATION REQUIREMENTS

• Bachelor’s degree in Business, Hospitality, Marketing, or a related field preferred.

• 5–7 years of experience in a similar role, such as client services, workplace experience, facilities management, event management, concierge, hospitality, or front-of-house services.

• Previous management experience overseeing approximately 5–10 employees.

• Demonstrated leadership skills with the ability to influence, motivate, and develop people.

• Experience with event planning, budgeting, and marketing.

• Strong computer skills, including Microsoft Word, Excel, and PowerPoint.

• Excellent interpersonal and communication skills.

• Ability to communicate effectively and build positive relationships with employees, customers, vendors, and leadership at all levels.

• Strong organizational, planning, and project management skills.

• Ability to manage multiple priorities in a fast-paced environment.

PHYSICAL DEMANDS

• Approximately 50% of the role involves working at a computer.

• Approximately 50% involves walking, inspecting, and working throughout the site.

• Must be able to lift a minimum of 10 pounds.

• Must be able to work effectively under pressure and meet deadlines during peak periods.

OTHER DUTIES

This job description is not intended to be a comprehensive listing of all activities, duties, or responsibilities required of the employee. Duties, responsibilities, and activities may change at any time with or without notice.