Job Description

As a Client Experience Manager your role will be to manage relationships with existing and new clients, ensuring full client satisfaction and maximising retention/renewal rates.
I am seeking an experienced and client-focused Client Experience Manager. This pivotal role will oversee the end-to-end experience of commercial property clients, ensuring every partnership is managed efficiently, professionally, and with exceptional attention to detail.You will act as the primary point of contact for clients, coordinating with internal teams to deliver premium service, ensure operational excellence, and strengthen long-term relationships. The role involves frequent on-site client meetings, a complete understanding of the company's media opportunity and content offering in order to deliver further asset growth within London and other regional UK cities.Key responsibilities:

• Managing the day-to-day relationship with the company's Asset clients; Building Managers, Surveyors, Landlords etc by visiting buildings, phone calls, emails, social media (e.g. LinkedIn)
• Oversee the full client journey, from onboarding and delivery to renewals and ongoing support.
• Ensuring clients are continually updated on our latest products and innovations by sending out seasonal and update emails.
• Encouraging perspective clients to use the platform for digital communication.
• Meeting with each property client before installation and completing a post installation check/sign off with Building manager.
• Planning, hosting, and executing the company's annual Content Awards event.
• Hosting quarterly networking events, alongside Senior Asset Development Lead.
• Identifying building contracts approaching termination and hosting weekly meetings.
• Manage and execute strategy to obtain successful renewals of all existing clients.
• Maintain the CRM Asset Register, including NLA detail, Tenant lists, advertising restrictions etc.
• Oversee revenue payments alongside Asset development & Operations Director to all buildings. Ensure payment calculations are accurate and made promptly when due.
• Providing reports as required by management listing client content usage.
• Work closely with internal Operations and Network teams to ensure seamless delivery and resolution of any client issues.
• Provide insights to the Asset Development Team regarding internal workings, roles, responsibilities, and points of influence at each building.
• Working closely with the UK Content team to build a suite of seasonal and other appropriate content templates for building use.
• Responsible for managing all advertising queries/pushbacks from buildings
• Investigate screen health at building visits. Report any issues immediately to Operations.

You have experience managing relationships with commercial property landlordsYou have experience with Display Out-of-Home advertising solutions
A successful Client Experience Manager should have:

• Professional demeanour and behaviour
• Strong communication skills at all levels, and comfortable providing guidance, expertise, and recommendation to Senior Leaders
• Excellent presentation skills
• Significant experience in customer management, customer needs and customer behaviour
• Experience using CRM or client management tools (e.g., Salesforce, HubSpot)
• Strong ability to initiate and maintain productive relationships.
• Results driven.
• Excellent planning and organisational skills
• Strong attention to detail and ability to prioritise efforts.
• Proactivity & Self-motivation
• An understanding of Customer Strategy Development, Customer Experience Strategy, and methodologies.
• Detailed knowledge of building occupiers and their needs, behaviour, instincts, and experiential requirements
• Proficiency with Microsoft 365 and digital communication tools (Teams, Outlook, Excel, PowerPoint).
• Strong knowledge of digital communication technologies, propositions, markets, and competitors
• Willingness to put forward new ideas to improve team performance.
• Project Management qualification - Prince II/Agile or similar - beneficial but not essential
• Experience within the commercial property, digital media, or DOOH (Digital Out-of-Home) industries.

My client is a leading global Display Out-of-Home (DOOH) office media publisher, who provide digital signage that connects buildings and brands to the lives of office professionals, with live news, weather, travel and hyper-local building content.

• Competitive salary ranging from 43,000 to 48,000 per annum.
• Permanent role within a supportive and professional team in London.
• Opportunities to make a real impact.
• Chance to work in a collaborative and innovative environment.

If you are passionate about client experience and eager to make an impact in the DOOH industry, apply for this exciting opportunity in London.

Skills Required