At a Glance
- Tasks: Build strategic relationships and drive innovation in customer experience.
- Company: Growing Facilities Management business with a focus on exceptional service.
- Benefits: Competitive salary, bonus opportunities, and flexible working arrangements.
- Other info: Ideal for those seeking to influence at a senior level without daily operational tasks.
- Why this job: Lead customer experience initiatives and make a real impact in the FM sector.
- Qualifications: Experience in Facilities Management, client relationship management, and strategic leadership.
The predicted salary is between 90000 - 90000 £ per year.
Customer Experience Director – Facilities Management
I'm exclusively supporting a growing Facilities Management business with the appointment of a Customer Experience Director.
Although the title is Customer Experience Director, this is very much a senior Facilities Management leadership role , ideally suited to someone with a strong
Soft Services or Integrated FM background.
This isn't a Business Development position, nor is it a traditional operational leadership role.
Instead, you'll work closely with key corporate clients, building long-term strategic relationships, driving innovation, improving service delivery and ensuring an exceptional customer experience across a national portfolio.
The Role
You'll be responsible for
- Developing strategic relationships with executive-level client stakeholders.
- Acting as the link between clients and operational delivery teams.
- Driving customer retention and long-term account growth.
- Identifying opportunities to improve service delivery and operational performance.
- Supporting innovation and continuous improvement initiatives.
- Influencing customer strategy across a portfolio of major FM contracts.
- Ensuring clients receive a consistently outstanding service experience.
About You
We're keen to speak with experienced Facilities Management professionals who have built their careers within
Soft Services, Workplace Services or Integrated FM .
You’ll ideally bring experience in
- Strategic client relationship management.
- Key account leadership.
- Customer success within Facilities Management.
- Corporate workplace environments.
- Soft Services operations.
- Influencing senior stakeholders across complex FM contracts.
This role would suit someone looking to move away from day-to-day operational delivery while remaining at the heart of strategic client relationships within the FM sector.
If you'd like to learn more, or know someone who could be a great fit, I'd be delighted to have a confidential conversation.
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Director Customer Experience in London employer: HVAC Recruitment Limited
As a leading UK Facilities Management provider, we pride ourselves on fostering a dynamic and inclusive work culture that empowers our employees to excel. With a strong focus on professional development, we offer numerous growth opportunities and a competitive benefits package, all while working in the beautiful and diverse landscapes of Scotland. Join us to make a meaningful impact in critical environments such as Healthcare and Education, where your leadership will drive operational excellence and service innovation.
