Workplace Experience & Concierge Client Manager

Job description

# Workplace Experience & Concierge Client Manager **Reports To:** Client Director, Managing Vice President, or equivalent senior leadership **Schedule:** Monday–Friday, primarily during standard business hours **Travel:** Up to 25% --- ## Position Summary The **Workplace Experience & Concierge Client Manager** is a highly visible, client-facing leader responsible for delivering an exceptional workplace experience through attentive service, proactive relationship management, and operational excellence. This role serves as a trusted and highly responsive point of contact for the client, employees, guests, and workplace stakeholders. The Client Manager anticipates needs, responds thoughtfully to requests, resolves issues, and ensures that every interaction reflects a high standard of professionalism, hospitality, and service. The ideal candidate brings a **concierge, hospitality, luxury service, executive services, hotel, or premium guest experience mindset** to the corporate workplace. This individual is naturally attentive to details, comfortable interacting with executives and high-profile stakeholders, and understands how small details can have a significant impact on the overall workplace experience. This is an excellent opportunity for an experienced **Concierge Manager, Guest Services Manager, Hotel Manager, Executive Services professional, or Workplace Experience leader** who is looking to bring their service expertise into a primarily Monday–Friday corporate environment. --- ## Core Responsibilities ### Workplace Experience & Concierge Leadership - Serve as a highly visible and approachable representative of the workplace experience program. - Deliver a consistently polished, professional, and welcoming experience for employees, executives, visitors, and guests. - Proactively anticipate client and workplace needs rather than waiting for issues to arise. - Own the intake, coordination, follow-up, and resolution of workplace and concierge requests. - Maintain a strong understanding of client preferences, workplace protocols, key contacts, and recurring needs. - Develop strong relationships with client stakeholders and become a trusted resource for day-to-day workplace needs. - Provide personalized service while maintaining appropriate professional boundaries and confidentiality. - Ensure requests are appropriately prioritized, delegated, tracked, and followed through to completion. - Identify opportunities to enhance the workplace experience and introduce thoughtful service improvements. - Maintain a polished, organized, and welcoming workplace environment. ### Client Relationship Management - Develop and maintain strong relationships with client leadership and workplace stakeholders. - Serve as a primary point of contact for service-related questions, requests, and concerns. - Communicate proactively with clients regarding upcoming activities, service needs, and potential issues. - Build credibility through responsiveness, follow-through, discretion, and consistent service delivery. - Understand client expectations and translate them into clear service standards for the team. - Gather feedback and use it to continuously improve the workplace experience. - Participate in client meetings, business reviews, and service planning discussions. - Partner with client leadership to identify opportunities to improve employee and guest satisfaction. ### Concierge & Guest Experience - Oversee concierge-style services designed to make the workplace experience seamless and convenient. - Create a culture where employees and guests feel welcomed, valued, and well cared for. - Coordinate workplace services, special requests, meetings, visitors, events, and other experience-related needs. - Support executive and VIP interactions with a high level of discretion and professionalism. - Coordinate with internal teams and external vendors to fulfill client requests. - Ensure service recovery is handled professionally and promptly when expectations are not met. - Develop and maintain service protocols, standards, and best practices. - Recognize opportunities to personalize the experience based on client preferences and workplace needs. ### Workplace Experience & Events - Support and coordinate workplace events, employee engagement activities, hospitality services, and special experiences. - Partner with catering, facilities, hospitality, and other service-line partners to ensure seamless event execution. - Help develop creative workplace experiences that support employee engagement and client satisfaction. - Coordinate logistics, communications, vendors, and on-site support for workplace activities. - Gather feedback following events and identify opportunities for improvement. - Support Workplace Experience Coordinators and other frontline team members in delivering consistent service. ### Team Leadership & Development - Lead, coach, and develop workplace experience and concierge team members. - Establish clear expectations for professionalism, responsiveness, appearance, communication, and service delivery. - Provide ongoing coaching and feedback to strengthen service performance. - Support hiring, onboarding, training, and performance management activities. - Build a service-oriented team culture focused on hospitality, accountability, and client satisfaction. - Cross-train team members to create consistent coverage and service continuity. - Recognize and reinforce exceptional service behaviors. ### Operational Excellence - Ensure workplace services are delivered consistently and in accordance with applicable client requirements, company policies, and service standards. - Monitor service levels, client feedback, performance metrics, and operational trends. - Identify service gaps and implement practical solutions. - Coordinate staffing and resources to support business needs. - Maintain accurate documentation, reporting, and service records. - Partner with HR, Operations, Finance, Facilities, and other internal teams as needed. - Manage vendor relationships and coordinate third-party services supporting the workplace experience. - Escalate significant operational, safety, employee, or client concerns through the appropriate channels. - Support compliance with applicable company policies and workplace requirements. ### Communication & Professional Presence - Maintain exceptional verbal and written communication with clients, employees, vendors, and leadership. - Communicate with confidence and professionalism across all levels of an organization. - Handle sensitive situations and service concerns with discretion, empathy, and sound judgment. - Remain calm and solutions-focused in a fast-paced workplace environment. - Represent SPS and the client with a consistently polished and professional presence. --- ## Ideal Candidate Profile We are looking for someone who genuinely enjoys **taking care of people and creating exceptional experiences**. The strongest candidates may come from backgrounds such as: - Corporate or executive concierge services - Luxury hospitality - Hotel or resort management - Guest services management - Executive services - Workplace experience - Premium customer experience - Corporate hospitality - Front office or reception leadership - High-end residential or commercial concierge services - Client experience or relationship management The ideal candidate is someone who naturally notices the details others may overlook, anticipates what a client or guest may need, and takes ownership of creating a positive experience. --- ## Competencies - Exceptional customer and client service orientation - Highly attentive to detail - Proactive and anticipatory approach to service - Strong interpersonal and relationship-building skills - Professional and polished presence - Excellent verbal and written communication - High emotional intelligence - Discretion and sound judgment - Ability to de-escalate and resolve concerns professionally - Strong organizational and follow-through skills - Comfortable interacting with executives and senior stakeholders - Ability to manage multiple priorities in a dynamic environment - Hospitality and service-oriented mindset - Strong leadership and coaching abilities - Ability to build trust with clients and employees - Solution-oriented approach to problem solving --- ## Qualifications - High School Diploma or equivalent required; Bachelor's Degree preferred. - **5+ years of experience** in concierge, hospitality, guest services, workplace experience, executive services, client experience, or a related service-focused environment. - Management or supervisory experience preferred. - Experience working directly with clients, executives, VIPs, or high-profile stakeholders preferred. - Experience in a hotel, luxury hospitality, corporate concierge, or workplace experience environment is highly valued. - Demonstrated ability to provide personalized, high-touch service. - Strong proficiency with standard business technology and workplace systems. - Ability to maintain confidentiality and exercise appropriate discretion. - Experience coordinating events, vendors, or workplace services is a plus. --- ## Physical Requirements The physical requirements of this position may include: - Ability to stand and walk throughout the workplace for portions of the workday. - Ability to sit, stand, bend, reach, and move throughout an office environment. - Ability to lift and/or move items consistent with the requirements of the assigned workplace services. - Ability to operate standard office equipment and technology. - Ability to communicate effectively in person, by telephone, and through electronic communication. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position. --- ## Work Environment & Schedule - Primarily a **Monday–Friday position during standard business hours**, with the specific schedule determined by client and business requirements. - Primarily based within a professional corporate workplace environment. - Occasional support for special events or activities may require schedule flexibility with appropriate advance notice. - Up to **25% travel** may be required depending on client and business needs. --- ## Travel Requirements Up to 25% travel may be required for client meetings, site visits, training, special projects, or other business needs. *Compensation: The expected compensation is an estimate, and the final offer will depend on skills, experience, location, and other job-related factors.* *Vacancy Status: This posting is for an existing vacancy.* Pay Range $100,000—$115,000 USD **WHAT WE OFFER** - **Career Growth:** An opportunity to enter a job that allows you to learn new skills or use a variety of them that may lead you to uncover other career opportunities. - **Learning & Development:** At SPS, we promote a work culture of learning so that you can develop to be the best at what you do. - **We Recognize Talent:** We offer a variety of recognition programs for all levels of employees. - **Paid Time Off:** Full time: Minimum of 80 hours/calendar year. Part time/temporary: Minimum of 1 hour for every 30 hours worked. PTO amounts may increase based on tenure and/or the assigned account. PTO allows employees to take approved time off for any reason. - **Bonuses:** Are available for employee and client referrals for current employees. - **Benefit Offerings:**Medical, Dental, Vision, HCFSA, DCFSA, HSA, Commuter Transit and Parking Pre-Tax Plans, Supplemental Life Insurance, Accident Insurance, Critical Illness, Hospital Indemnity, Legal Program, Identify Theft Protection, Pet Discounts, Pet Insurance, Group Home and Auto Insurance, EAP, Short Term Disability, Life Insurance, Education Discounts, 401k w/ matching, and Entertainment Discounts. - Note: Please inquire with the Human Resources team for benefit offerings per role as regular positions that routinely are under 30 hours/week may have a different benefit offering. --- **About SPS** **SPS is a global workplace solutions and business transformation company operating in more than 20 countries**. Across North America, we help clients enhance workplace experiences and business operations through services including workplace support, physical and digital mailroom solutions, intelligent document processing, reception and concierge services, and other business support offerings. Our clients include leading organizations across banking, insurance, legal, higher education, professional services, and many Fortune 500 companies. --- At SPS we embrace the uniqueness of our employees and are committed to the fair and equal treatment of all people, applicants, and employees by promoting a culture of access, inclusion, equity and diversity. **SPS provides equal employment opportunities (EEO) to all employees** and applicants for employment without regard to race, color, religion, sex, sexual and reproductive health choices, national origin, age, disability, genetics, military status, gender identity or expression, sexual orientation and/or any other status protected by applicable law. *Colorado only:*We accept applications for an expected minimum of 5 days from the date it is posted. The posting may remain open longer as needed to ensure a robust and inclusive applicant pool. **To ensure a fair and authentic interview process, applicants may not use AI tools or any other form of real-time assistance during interviews.**