Client Services Director

Description

Beyond operational leadership, this role plays a pivotal part in shaping a strong sense of place, activating communal spaces, supporting retail engagement, and cultivating a connected, experience-led environment for occupiers across the building and wider estate.

As the Client Service Director you will be the key point of contact between surveying teams, service partners, occupiers, and the client ensuring smooth day-to-day operations, exceptional service delivery, and alignment with the buildings core values.

• Crisis & Incident Management: support with emergency response planning and execution, ensuring business continuity and occupant safety.
• Client & Stakeholder Liaison: Serve as the primary operational contact for the client, occupiers, and surveying team—translating strategic goals into actionable site-level outcomes.
• Reporting & Budgeting: Provide regular operational and input into the client reports, manage budgets, and support procurement processes for site-related services.
• Service Partner Oversight: Coordinate and monitor all contracted services (cleaning, security, M&E, etc.), ensuring SLAs and KPIs are met or exceeded.
• Team Leadership: Manage and mentor the on-site team, ensuring high standards of professionalism, responsiveness, and collaboration.
• Sustainability & Innovation: Supporting initiatives that enhance WELL and BREEAM standards.
• Retail Engagement: Support the activation and leasing strategy of vacant retail units, liaising with potential tenants and integrating retail into the overall placemaking vision.
• Placemaking & Community Activation: Curate a vibrant occupier experience by activating communal spaces, supporting events, and fostering a sense of belonging.
• Compliance & Safety: Ensure full compliance with health & safety, fire safety, and building regulations. Lead audits and implement corrective actions.

Requirements

• Deep understanding of building operations, compliance, and service delivery frameworks.
• Tech-savvy, with experience using building management systems and digital platforms.
• Experience in placemaking, occupier engagement, and community activation, ideally within urban estates or mixed-use environments.
• Relevant qualifications in facilities management, engineering, or building services (e.g., IWFM, IOSH, NEBOSH).
• Commercial awareness and experience supporting retail strategy, including tenant liaison and activation of vacant units.
• Familiarity with WELL, BREEAM, Wired Score and other sustainability certifications is required.
• Excellent communication and stakeholder management skills.
• Proven experience in Senior Facilities or Property Management roles within premium/trophy commercial or mixed-use buildings.
• Strong leadership and interpersonal skills, with the ability to inspire and manage multidisciplinary teams.
• Financial acumen and experience managing operational budgets.

Benefits

Salary: £80,000 - £90,000 + Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance