Client Experience Manager

Turnkey Project Services, LLC•Fort Worth, TX

About The Position

About Turnkey Project Services: Turnkey Project Services is a trusted provider of commercial furniture installation, facility support, and project management solutions. As part of the Omni Workspace family, we deliver precision-driven services to clients across corporate, healthcare, education, and hospitality sectors. Our team is known for its reliability, adaptability, and commitment to long-term partnerships. PRIMARY FUNCTION Lead and align the Client Services and Design teams as a unified, highly collaborative group dedicated to delivering exceptional client experiences in an efficient, productive, and profitable manner. Provide leadership, coaching, and direction to maximize the performance of both teams. Partner closely with Sales leadership and other departments to ensure the responsibilities and workflows of the Client Services and Design teams support seamless order fulfillment and align with overall sales strategies. Focus on improving operational efficiency, productivity, and cross-team collaboration to consistently meet client expectations and business objectives. PRINCIPLE DUTIES AND RESPONSIBILITIES Provide strategic leadership, continuously develop the team, and create a sharing environment amongst the teams and team members in order to learn from each other, create best practices, and implement more productive, efficient client experiences. Managing employee performance. Recognizing and motivating team members. Conducting regular statuses with direct reports. Ensure regular client Services and Design Team meetings are being conducted. Conduct monthly combined Client Services and Design Team meeting to communicate and train Client Experience initiatives. Develop strategies to clearly and precisely identify client goals. Hold all players accountable for adhering to proven processes to ensure that reporting metrics regularly show how Turnkey is delivering on time, on budget, and error rates that exceed all industry standards. Identifying hiring needs within the Client Services and Design Team and partner with Sales Leader and HR through the hiring process. Ensure the onboarding orientation and training process for new Client Service and Design team members has been fulfilled. Deliver “Design Champion” expertise; meaning, continuously absorb trends, insights, knowledge, skills, and new technologies that positions Turnkey as the design communities “go to” partner. Proactively engage with the vendors’ ensuring Turkey is continuously designing applications/ solutions that are in demand. Provide inspiring thought leadership, direction, and coaching to the Design Team, enabling them to deliver winning client solutions. Act as a primary resource to the team and marketplace for tools, trends, insights, knowledge and winning applications. Proactively participate in client and influencer presentations, for the purpose of winning business. Coaching and mentoring the Design team and Client Service team to develop and lead their direct reports. Conduct oversite as well as participate in the management of the workload distribution of both Client Services and Design Team so that work is assigned effectively. Reviewing, writing, and administering performance reviews for direct reports as well as oversite for reviews of non-direct reports. Focusing on quality and client experience. Working with the sales staff and management to resolve client concerns and complaints. Leading or participating in quality improvement projects. Assist the Sales Leader to drive strategic initiatives. Partnering with Operations on improvement initiatives related to Client Services and Design functionality. While this job description accurately represents the current primary duties of the role, functions may be adapted as necessary to meet business need.

Requirements

4- year Interior Design or Interior Architecture degree or balance of associate degree and applicable experience.
5+ years’ design experience
3+ years’ previous team leadership experience
Proficient use of AutoCAD, Microsoft Office applications

Nice To Haves

Commercial Furniture Industry experience
NCIDQ or State Certification
CET Experience
Knowledge of Project Process
Knowledge of dealer industry systems and functions

Responsibilities

Provide strategic leadership, continuously develop the team, and create a sharing environment amongst the teams and team members in order to learn from each other, create best practices, and implement more productive, efficient client experiences.
Managing employee performance.
Recognizing and motivating team members.
Conducting regular statuses with direct reports.
Ensure regular client Services and Design Team meetings are being conducted.
Conduct monthly combined Client Services and Design Team meeting to communicate and train Client Experience initiatives.
Develop strategies to clearly and precisely identify client goals.
Hold all players accountable for adhering to proven processes to ensure that reporting metrics regularly show how Turnkey is delivering on time, on budget, and error rates that exceed all industry standards.
Identifying hiring needs within the Client Services and Design Team and partner with Sales Leader and HR through the hiring process.
Ensure the onboarding orientation and training process for new Client Service and Design team members has been fulfilled.
Deliver “Design Champion” expertise; meaning, continuously absorb trends, insights, knowledge, skills, and new technologies that positions Turnkey as the design communities “go to” partner.
Proactively engage with the vendors’ ensuring Turkey is continuously designing applications/ solutions that are in demand.
Provide inspiring thought leadership, direction, and coaching to the Design Team, enabling them to deliver winning client solutions.
Act as a primary resource to the team and marketplace for tools, trends, insights, knowledge and winning applications.
Proactively participate in client and influencer presentations, for the purpose of winning business.
Coaching and mentoring the Design team and Client Service team to develop and lead their direct reports.
Conduct oversite as well as participate in the management of the workload distribution of both Client Services and Design Team so that work is assigned effectively.
Reviewing, writing, and administering performance reviews for direct reports as well as oversite for reviews of non-direct reports.
Focusing on quality and client experience.
Working with the sales staff and management to resolve client concerns and complaints.
Leading or participating in quality improvement projects.
Assist the Sales Leader to drive strategic initiatives.
Partnering with Operations on improvement initiatives related to Client Services and Design functionality.