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- Tasks: Lead Egis' global client feedback programme and enhance client relationships.
- Company: Join a leading global firm focused on sustainable infrastructure and innovation.
- Benefits: Be part of impactful projects that shape communities and the environment.
- Why this job: Make a real difference by driving client-centric culture and improving service excellence.
- Qualifications: 8+ years in client experience or B2B relationship management required.
- Other info: Collaborative environment with a commitment to diversity and sustainability.
The predicted salary is between 36000 - 60000 £ per year.
Egis is a leading global architectural, consulting, construction engineering, operations and mobility services firm. We create and operate intelligent infrastructure and buildings that both respond to the climate emergency and contribute to balanced, sustainable and resilient development. Our 20,500 employees operate across over 100 countries, deploying their expertise to develop and deliver cutting-edge innovations and solutions for clients.
We are creating a new Client Experience Manager role to build and lead Egis’ first global client feedback and satisfaction programme. This is a key position in shaping a truly client-centric culture across the Group - ensuring that the voice of our clients is heard, understood and acted upon at every level of the business.
Reporting to the Chief Marketing Officer, the Client Experience Manager will design and manage a structured global programme to capture, analyse and respond to client feedback - driving continuous improvement in how Egis delivers value and builds long-term relationships. Working closely with business line leaders, regional teams, and client-facing functions, this individual will transform feedback into actionable insight, helping the organisation anticipate client needs, strengthen performance, and reinforce Egis’ reputation for excellence.
This is a unique opportunity to establish the systems, processes and culture that will underpin Egis’ ambition to be recognised as one of the most trusted and client-focused engineering consultancies in the world.
Key responsibilities- Design, implement and manage a Group-wide client feedback programme (e.g. Net Promoter Score, project surveys, relationship reviews)
- Develop consistent methodologies, tools and reporting frameworks for use across regions and business lines
- Analyse feedback at both strategic and operational levels, identifying trends, risks and opportunities for improvement
- Partner with regional, sector and project teams to ensure feedback is acted upon locally and insights are shared globally
- Produce clear, actionable reporting for leadership, enabling data-led decisions on client strategy, operations and service excellence
- Integrate client satisfaction metrics into key account management, business planning and performance reviews
- Collaborate closely with marketing, business development and operations to ensure client insights inform brand positioning and value propositions
- Champion client-centricity across Egis, promoting best practice in listening, responsiveness and relationship management
The role is based in the UK, with collaboration expected across global teams. It will take effect in 2025.
Qualifications- 8+ years’ experience in client experience, customer insight, service quality or B2B relationship management
- Proven track record developing and managing large-scale satisfaction or NPS programmes, ideally in professional services, engineering or infrastructure sectors
- Strong analytical capability with the ability to translate qualitative and quantitative feedback into strategic recommendations
- Excellent stakeholder engagement and communication skills; comfortable presenting insights and influencing senior leadership
- Experience working across diverse geographies, cultures and matrixed organisations
- Collaborative, pragmatic and committed to continuous improvement and client value
- Fluent in English; French language skills an advantage
We are committed to our planet. In each project we design, engineer and operate we care deeply about the legacy we’re leaving behind. As part of our team, you’ll have a unique opportunity to use your skills and expertise to shape a better future for our communities in the UK, and all around the globe.
We are an Equal Opportunities employer and we strive to build a workforce that truly reflects the communities we represent. We welcome candidates from all backgrounds, regardless of age, disability, gender, gender identity, gender expression, race, religion or belief, sexual orientation, socioeconomic background, and any other protected characteristic.
Client Experience Manager employer: Egis in the UK
Contact Detail:
Egis in the UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Client Experience Manager
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its projects. Understand their values and how they align with your experience. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or use online resources to refine your answers. Focus on articulating your achievements and how they relate to the role of Client Experience Manager.
✨Tip Number 4
Don't forget to follow up after interviews! A simple thank-you email can leave a lasting impression and keep you top of mind. Plus, it shows your enthusiasm for the position and the company.
We think you need these skills to ace Client Experience Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Client Experience Manager role. Highlight your experience in client feedback programmes and how it aligns with Egis' mission to create a client-centric culture.
Showcase Your Analytical Skills: Since this role involves analysing client feedback, be sure to include examples of how you've used data to drive improvements in previous roles. We want to see your ability to turn insights into action!
Communicate Clearly: Your application should reflect your excellent communication skills. Use clear and concise language, and make sure to present your ideas in a way that’s easy to understand. This will show us you can effectively engage with stakeholders.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to the right people and shows your enthusiasm for joining our team at Egis!
How to prepare for a job interview at Egis in the UK
✨Know Your Client Experience Stuff
Make sure you brush up on client experience principles and methodologies, especially around feedback programmes like NPS. Be ready to discuss how you've implemented similar strategies in the past and how they can be tailored to Egis' needs.
✨Show Off Your Analytical Skills
Prepare to demonstrate your analytical capabilities. Think of examples where you've turned client feedback into actionable insights. Use specific metrics or outcomes to illustrate your impact, as this will resonate well with the interviewers.
✨Engage with Stakeholders
Since this role involves a lot of collaboration, think about how you've successfully engaged with various stakeholders in previous roles. Be ready to share stories that highlight your communication skills and ability to influence senior leadership.
✨Emphasise Continuous Improvement
Egis is all about driving continuous improvement, so come prepared with examples of how you've fostered a culture of feedback and responsiveness in your previous positions. Show them you're committed to enhancing client value and service excellence.
