Client Relationship Manager

Job Description

• Lead and manage all Centre staff to operate with the highest hospitality, service, and cleanliness standards.

• Oversee day-to-day Centre operations, ensuring operational readiness, space presentation, and quick resolution of Member needs.

• Track, monitor, and submit all operational reports (Weekly Core Reports, stock reports, ticket logs, incident reports).

• Ensure all built space issues and Member repair requests are channeled, tracked, and resolved through Facilities and D&B teams.

• Manage all Centre tickets, ensuring SLA adherence.

• Responsible for Member onboarding, Day One experience, client relationship management, NPS performance, and service recovery.

• Ensure F&B offerings and Member spaces are always stocked, clean, and ready.

• Oversee financial responsibilities including invoicing, collections, revenue reconciliation, and mitigation of business risk (suspensions/terminations for non-payment).

• Track and manage procurement needs and cost control of Centre operational expenses.

• Support Sales with tours, occupancy reporting, and lead generation through guest interactions.

• Support Events team in planning, execution, and revenue collection for event bookings.

• Maintain OHS, Fire Safety, and compliance documentation.

• Support company-wide sustainability and art program initiatives.

• Conduct regular team coaching, KPIs, performance records, and HR-compliant documentation.

Requirements

Qualification & skills

• Excellent written and oral communication skills – able to connect to all levels of staff/ members.

• Athletic – highly energetic and chatty professionally.

• Well presented –presentable appearance, pleasant, maintains eye contact engagement and approachable

• Reliable and able to work over weekends and evenings when required

• Strong analytical and time management skills

• Strong attention to detail and confident to provide suggestions for improvement

Experience

• 5 years of operational working experience in the hospitality or serviced office industry.

• Experience managing teams, both white-collar and non-reporting staff (by influence).

• Proven experience in managing conflict resolution and executing effective services recovery strategies.

• Experience dealing with international clients.

• Some experience in sales.