Manager, Client Experience

Position Overview The Manager of Client Experience to lead our client experience team. This role is pivotal in ensuring that all client interactions across various touchpoints are positive, seamless, and of high quality. The ideal candidate will have a deep understanding of customer journey mapping, customer insights, and a proven track record of implementing successful client experience strategies. The Manager of Client Experience is critical to driving an inclusive learning culture, designing and implementing business processes, and leading the Client Experience Team to deliver differentiated service. Essential Responsibilities

• Develop and implement comprehensive client experience strategies that align with the company’s overall objectives.
• Lead and manage a team of direct reports, typically starting with 5 to 6 for a manager new to the role and growing to up to 12, ensuring they deliver exceptional service at all client interactions.
• Coach and develop team members through regular one-on-ones, performance feedback, and individual development plans, building their skills and preparing them for greater responsibility.
• Collaborate with other departments such as sales, marketing, and operations to ensure a consistent and differentiated client experience.
• Analyze client feedback and market research to identify areas for improvement and implement solutions and processes to capture benefits and drive positive profitability.
• Oversee client experience projects and initiatives within the team and across organizational functional touchpoints.
• Create and manage client satisfaction metrics and tracking systems.
• Ensure compliance with company and industry client experience standards and regulations.
• Handle and resolve escalated client experience issues.
• Report on the effectiveness of client experience strategies to senior management.
• Be willing to travel as required for project fulfillment, leadership meetings, and workshops

Additional Responsibilities

• Serve as the client experience expert within the organization and on all company processes related to client experience
• Design and deliver training and support to other departments on client experience processes, ensuring a unified approach to client management.
• Be a champion of change and individual development within the team in support of Skyline objectives.
• Take ownership of department initiatives from start to finish, running point on planning, coordinating stakeholders, and driving them to successful completion.

Desired Competencies

• Consistently demonstrate the ability to build and maintain productive relationships with clients, proactively anticipates their needs, and responds swiftly to requests and feedback.
• Make sound decisions quickly, often with limited information, and operate effectively and independently without needing to consult leadership on day-to-day matters.
• Be a proven collaborator with internal and external stakeholders to achieve shared goals and resolve issues.
• Maintain a strong understanding of industry practices, including reading and interpreting construction drawings, setup prints, and translating design models into actionable plans.
• Capable of independently creating and delivering clear, concise, and tailored communications to various audiences, including written proposals, updates, and documentation.
• Comfortable making fact-based decisions based on industry knowledge and business insight, that maximize both client experience and Skyline benefit
• Remain highly organized with the ability to prioritize tasks, manage schedules, and adapt to changes for both self and team.

Qualifications

• Bachelor’s degree in business administration, Marketing, or a related field
• Demonstrated experience onboarding and training new hires, including developing training plans and materials, coaching new team members through ramp-up, and assessing readiness to work independently with clients.
• Minimum of 4 years of experience in a Senior Project Manager role. PMP or CAPM Certified is a plus.
• Expert knowledge in project management abilities, effective communication skills, and experience in building and maintaining client relationships. Has a track record of successful team leadership including retaining and growing talent within the organization. Strong leadership and mentoring skills.

We are an equal opportunity employer committed to fostering a culturally diverse organization. We strive for inclusiveness and a workplace where mutual respect is paramount. We encourage applications from a diverse pool of candidates, and all qualified applicants will receive consideration for employment without regard to race, color, ethnicity, religion, sex, age, national origin, disability, sexual orientation, gender identity and expression, or veteran status. We will provide reasonable accommodations to qualified individuals with disabilities, as need, to assist them in performing essential job functions.