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, optimizing the work of your team and elevating Unispace’s brand in the UK. You will have experience working for a similar client within architecture and corporate interiors, but also have exposure to life sciences and a good network in this area.

Responsibilities not limited to:

• Develop and deploy the local Client Relations strategy, collaborating with Business Development to enhance insights, analytics, and project-specific strategies.
• Lead and build capability within the local Client Relations team, ensuring alignment with Unispace's culture, values, and behaviors.
• Map and manage key client relationships, ensuring ongoing profitability, client satisfaction, and retention.
• Report on Key Performance Indicators and Client Relations Program (CRP) analysis to the EMEA Client Relations Lead, while maintaining cross-discipline collaboration.
• Implement local risk management plans and support Corporate Social Responsibility initiatives.

• Effectiveness of the Client Relations strategy and project-specific strategies in driving high sales conversion rates and client retention.
• Achievement of client satisfaction within the NPS target range, leading to repeat business and global client referrals.
• Successful performance management within the team, meeting ENPS targets, and effective implementation of training and resourcing plans.
• Implementation of consistent standards, processes, and technology solutions across the local studio to drive global brand capability and best practices.
• Evidence of effective risk management and alignment of Corporate Social Responsibility initiatives with the regional vision.

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 to build organizational 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.