What you do:

The main responsibilities and routine tasks of the Client Manager/Studio Operations Lead are to:

• Act as major point of contact between clients and Workplace (WP) and IT teams to manage priorities and ensure deliverables are met; act as the main point of escalation. Promote clients' needs and drive change according to priority.
• Maintain complete understanding of studio needs, including day-to-day operations needs, usage of existing systems/services/spaces, ongoing projects and WP and IT operations activities.
• On-site landlord relationship management
• On-site sub tenant relationship management
• Act as a bridge between domains and functions for all client needs relating to Studio IT and WP Operations (client-centric approach)
• Assess clients' satisfaction and work to improve the relationship by :
  • Providing counsel, visibility and consistent results to clients;
  • Remaining up-to-date on clients’ reality and constraints;
  • Maintain and regularly provide status updates on Zone Initiatives where they impact the Studio
  • Share updates, development and improvement opportunities with Operations Managers and Workplace and IT Leadership
  • Negotiate, document and track support needs and service level objectives;
  • Coordinate with Project Managers and Operations Team Managers to ensure customer expectations are met;
  • Recommend and help implement improvements to existing processes;
  • Propose, plan and implement internal initiatives to improve client-operations communications and provide greater visibility into both Zone and Studio initiatives
  • Create and regularly produce client and WP and IT Leadership facing reports and presentations;
  • Work closely with the Project Managers,  Operations Managers and other internal teams to resolve issues;
• Carry out all other related tasks

What you have:

•  7+ years of experience in construction project management, interior design, facilities management or building operations within a large organization
• 5 years of experience customer service or customer relations role

Training and Experience:

• Facilities Management, Architecture, Interior Design, Construction Project Management
• University Degree in a relevant field

Skills:

• Integrity and trustworthiness
• Excellent customer service skills
• Excellent project management skills
• Excellent communication and writing skills
• Excellent analytical and problem-solving skills
• Proactive and autonomous
• Ability to multi-task and prioritize
• Ability to make complex information accessible
• Ability to work under stress

Knowledge and requirements:

• Facilities management, interior design, construction, architecture, project management certifications are an asset
• Bilingual - English and French both written & spoken
• On site in Toronto 5 days per week with occasional travel to other studios in the Zone.

The split of tasks will be 70% PanCan/Zone including on-site management of landlord and sub-tenant relationships, governance, reporting, dashboarding , creating documents and presentations and 30% client management and coordination activities specific to the Toronto studio – no direct reports.