Client Relations, Principal

We continue to revolutionize the creation of workplace to meet the needs of today’s ever-changing global brands. Our agile, end-to-end experience, delivered seamlessly across borders, is powered by strong client partnerships and enabled by sound workplace intelligence and transformational technology.

We believe that everyone should work in an environment that inspires productivity, peak performance and delivers wellbeing. Across our 48 global studios we see that positive work environments foster open, collaborative and supportive cultures populated by highly independent, motivated people. While our core business is strategising, designing and building workplaces for some of the biggest brands in the world, we know our people are our #1 asset. We look after them with an extensive Employee Value Proposition program which includes rewards and recognition, career development and a focus on wellbeing.

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

The statements on the job description are intended to describe the general nature and level of work being performed by the person(s) assigned to do this job.  The job description is not intended to be an exhaustive list of all responsibilities and duties required.

*External and internal applicants, as well as position incumbents who become disabled must be able to perform the essential job functions (as listed on the job description) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case by case basis.

Unispace is committed to inclusion and diversity in all aspects of our business. We are proud to be an equal opportunity workplace and will evaluate qualified applicants without regard to race, religious creed, color, age, sex, sexual orientation, gender, gender identity, gender expression, national origin, ancestry, marital status, medical condition as defined by state law (genetic characteristics or cancer), physical or mental disability, military service or veteran status, pregnancy, childbirth and related medical conditions, genetic information or any other characteristic protected by applicable federal, state or local law. We enable our teams to provide diverse, fresh perspectives and to be courageous in challenging conventions of the way we work, collaborate, and learn.