Manager, Client Experience

About the Role

We are looking for a Client Experience Manager who believes that a well-run workspace should feel effortless and who has the discipline and warmth to make that true every single day.

This is not a coordination role. It is a role for someone who takes genuine ownership of their centre who notices what's off before anyone says something, resolves things before they escalate, and holds themselves personally accountable for the experience every member has within these walls. You will be the on-ground face of the UrbanWrk brand. The standard you set is the standard the centre lives by.

Key Responsibilities:

Hospitality & Member Experience

• Act as the primary point of contact for all members and guests, delivering a warm, professional, and consistently elevated arrival and in-day experience.
• Build deep, trust-based relationships with members anticipating needs before they are voiced.
• Resolve concerns with empathy, clarity, and personal ownership.
• Design and execute community touchpoints and engagement events that create a genuine sense of belonging.

Centre Operations & Facilities

• Own the day-to-day running of the centre with full accountability.
• Conduct structured daily walkthroughs to ensure the space is always immaculate, functional, and reliable.
• Work closely with the facility management partner and external vendors to uphold service standards without exception.
• Coordinate across technical, IT, and operations partners to resolve issues efficiently and minimise member disruption.

Projects, Handover & Snag Closure

• Partner with the Projects team during fit-out completion and office handovers.
• Track and close every snag ensuring spaces are genuinely member-ready, not just technically signed off.

Inventory, Vendors & Ticketing

• Maintain consumable inventory and place timely, accurate orders.
• Create, track, and close tickets on the internal system with discipline and follow-through.
• Coordinate vendor visits, verify invoices, and ensure operational efficiency.

Revenue & Commercial Responsibility

• Drive non-desk revenue across meeting rooms, day passes, parking, and ad-hoc services.
• Plan and execute experience-led events that both strengthen community and generate revenue.
• Track all chargeable usage accurately and ensure Finance receives timely, transparent billing inputs.
• Identify upsell opportunities organically through day-to-day member relationships.

Ideal Candidate Profile

Academic Background

• Graduate or post-graduate degree from a recognised institution in Hotel Management, Hospitality Administration, or Business from a reputed college (IHM, IHMCT, or equivalent).
• Additional certifications in Facility Management, Property Management, or Workplace Experience are advantageous.

Professional Experience

• Minimum 46 years of progressive experience in client-facing service roles.
• First 12 years mandatorily spent in a 5-star hotel environment (Front Office, Guest Relations, F&B, or Operations) with demonstrable exposure to luxury guest service standards.
• Subsequent experience in premium managed office spaces, coworking environments, or workplace management.
• Prior experience managing a large-footprint property (50k sq. ft. and above) is strongly preferred.