Client Experience Manager

We are an independent, family-owned creative studio, in New York since 1996. Clients choose us for the work, and they stay for how it feels to work with us. That feeling is made of small, fast, reliable things: a client greeted by name, an email answered before they expected it, a room that's ready, and a client event that runs without a hitch. ABOUT THIS ROLE We're looking for someone from hospitality. If you've worked the front of a great hotel, restaurant, private club, luxury store or event, you already know this job: reading a guest in the first ninety seconds, anticipating what they need before they ask, and keeping a room, a meal or an evening running perfectly while three things happen at once. We want you to bring that craft to a creative studio. You will own our client experience program: our client events, our gifting program, and the standards for how every client is welcomed and looked after. You get the goals and the budget, and you decide how to deliver them. Welcoming clients when they arrive and answering their first inquiries is part of the job, and the place where the standard shows first. This is a career in client experience, not a stepping stone into production. The role grows as the program grows. Above all, this role is about thoughtfulness. The person in this seat looks for small ways to make everyone's day a little better, clients and colleagues alike, and helps make Nice Shoes a special place to work. WHAT YOU'LL DO Our Chief Marketing Officer sets the client event calendar and gives you a budget and a goal for each event. How you spend the money to reach the goal is your call. Plan and run each event end to end, about one a month: concept, venue, vendors, catering, run-of-show, staffing, setup, day-of execution and strike. Choose and manage our event vendors and caterers, negotiate with them, and build the relationships that make the next event easier. Work every event on the floor, large and small. Set up client lunches and meetings: room, layout, catering, timing and drinks, with the small touches that make an ordinary meeting feel considered. Keep a written run-of-show for every recurring event type. After each event, write down what should change and update it. The gifting program Design and run client gifting within the budget you're given: which occasions we mark, the gift tiers, and what we send. Keep the gifting calendar current so moments are anticipated rather than reacted to. Order, pack, ship and confirm delivery, and keep the gift and swag closet stocked so last-minute client gifts go out the same day. Handle staff life-moment gifting, such as new babies, illness, bereavement and milestones, with the discretion it requires. Source and order office swag: get quotes, choose vendors, place orders and restock. Set and keep the front-of-house standard for the studio: how we greet, how we answer the phone, the tone and speed of every reply, and how ready every room is. Run the check-in we send clients when a job wraps, and turn what they tell us into changes. Keep the office looking the way it is meant to look, and periodically organize, maintain and style the space so it reads well to a client walking in. Take on the unscripted. A lot of this job is noticing. Welcoming clients Greet clients and visitors when they arrive. You own the first ninety seconds of every visit. Answer the main phone line and route calls to the right person. Manage the shared inbox of client inquiries: answer what you can, route the rest, and confirm it landed. Every inquiry gets a substantive first response within ten minutes, and nothing sits overnight without a reply. Make sure session and conference rooms are set and stocked before every booking. WHAT WE'RE LOOKING FOR Two or more years in hospitality: hotel front office or guest relations, restaurant front of house, a private club, concierge, luxury retail or event production. Experience as a lead or supervisor is a plus. You've run events or programs with a budget, chosen vendors and been accountable for the result. You notice things, like the burned-out bulb, the empty shelf or the client who looks lost, and you deal with them before being asked. You answer fast and you close the loop. You're steady when an event setup, a ringing phone and a client arrival all land at once. You write clear, warm, quick emails. You handle personal moments with discretion. You want to build a career in client experience and hospitality. You can be on site five days a week and stay for event evenings. Experience in a creative or production studio is not required. Instinct matters more than the résumé. #J-18808-Ljbffr Nice Shoes