Client Relations, Principal

Role Profile:

As Client Relations Director, you will be helping develop and deliver the EMEA strategy to build strong client relationships in the region. You will be a strategic and tactical leader, optimising the work of your team and elevating Unispace’s brand in Switzerland.

Responsibilities not limited to:

• Developing and deploying the local Client Relations strategy
• Developing local client insights and analytics in collaboration with Business Development to support the continuous evolution of our strategy
• Leading a high performing local Client Relations team, building capability within Unispace
• Mapping and managing key client relationships around focus areas
• Developing and implementing project specific strategies for clients
• Maintaining an insight into project and client profitability throughout projects
• Reporting on Key Performance Indicators to EMEA Client Relations Lead
• Undertaking CRP analysis of results and reporting to EMEA Client Relations Lead
• Collaborating across disciplines, regions and within studios
• Ensuring the culture, values and behaviours of team members across the local discipline are aligned to the organisation
• Driving Client Relations standards/practices, processes and technology solutions within the Studio to enhance the capability and effectiveness of the organisation
• Developing and implementing local risk management plan in collaboration with Business Development, ensuring appropriate action is taken when risks arise e.g. Legal, reputational and financial risks
• Implementing and supporting Corporate Social Responsibility program
• Client Relations strategy deployed is effective for the needs of the local market
• Project strategies deployed result in high sales conversion rate with target clients and retained client relationships
• Global and cross regional client satisfaction and referrals; client satisfaction results are within the NPS target range and results in repeat business
• Meeting clients’ expectations for timing, bid, package, budget and communications
• Effectiveness in performance management (both driving out-performance and dealing with under-performance)
• Employee net promoter score ENPS meets target levels
• Training and resourcing plans are effectively implemented
• Local risk management plan implemented with evidence of appropriate action taken
• Consistency of standards, technology solutions and process across local studio to achieve global brand capability, drive best practices and achieve efficiencies

About you:

• Experience in client facing relationship management
• Working knowledge of contract language and negotiation
• Experience pitching and presenting to high-level clients
• Success in developing and nurturing a team in order to build organisational talent
• Knowledge of the Design & Build methodology, procurement processes and Commercial Real Estate terminology
• Commercial awareness, business acumen and the ability to establish strategic direction with change leadership skills
• Excellent communication and influencing skills
• Client-oriented and results driven