Workplace Experience & Concierge Client Manager

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 prof