**Job Title** Senior Director, Client Services **Job Description Summary** The Sr. Director, Client Services is a critical operations leadership role accountable for ensuring operational, and financial performance for their client portfolio. The Sr. Director works closely with key clients to identify opportunities for account expansion. This role uses Lean Six Sigma concepts and other improvement strategies to continuously improve and innovate operational performance. The Sr. Director has a strategic mindset and proven experience in facilities management account leadership as an external client partner. This experience complements their proven ability to optimize processes, enhance efficiency, and cultivate client relationships in driving sustainable growth. **Job Description** **Key Responsibilities:** **Governance / Client Experience: ~20% time allocation** + Drives both formal and informal client meeting structure to include WBRs, MBRs, QBRs, ABRs, one-on-one sessions, etc. Co-leads and oversee (with account lead) these meetings drive high levels of satisfaction. + Establish and foster relationships with clients to ensure the firm is positioned as a strategic partner. + Address client concerns and ensure their needs are met. + Escalates account performance issues as needed to the Verticals VP/SVP + Develop and maintain proactive and transparent communication channels with clients. + Utilize feedback mechanisms to continuously improve client relations. **Continuous Improvement: ~20% time allocation** + Develop strategies to improve performance by analyzing trends, data, and CWS best practices. + Ensures operational performance SLAs and KPIs are visible, tracked and actions to meet/exceed client expectations + Identify opportunities for innovation, program development, and process enhancements. + Ensure alignment with company goals and strategic priorities. + Facilitate Kaizen events and Lean Six Sigma initiatives to drive operational excellence. + Create and implement comprehensive training strategies. Measure the impact of training programs on performance. **Employee Experience and People Development: ~20% time allocation** + Design and implement strategic talent acquisition plans. + Facilitate team meetings and foster team development activities. Implement team-building exercises to enhance collaboration. + Develop and implement succession planning strategies. Identify and prepare future leaders within the organization + Promote and support personal development opportunities for team members. Provide mentorship and career development guidance. + Integrate the company's vision and values into the organizational culture. Promote a positive and inclusive work environment. + Identify and implement core skills/technical skills training to ensure team capabilities match the business needs **Operations / Business Management: ~30% time allocation** + Manage profit and loss management, ensuring financial health for all accounts. Develop and action mitigation plans for any monthly unfavorable financials. Develop budgets and monitor financial performance. + Design and optimize organizational structures for efficiency and operational effectiveness. + Implement and monitor key operational performance metrics. + Conduct regular internal and external performance reviews. + Address and resolve high-level issues and escalations promptly. Implement preventative measures to avoid future issues. + Ensure alignment and collaboration across different business functions. Promote interdepartmental communication and cooperation. + Use performance metrics to drive informed decision-making and continuous improvement. + Implement performance improvement plans as needed. + Develop and implement strategies to retain and grow the client base. Monitor client satisfaction and loyalty metrics. + Participate and advise on contract negotiations, securing favorable terms for both clients and the company. + Ensure contracts comply with legal and regulatory requirements. + Negotiate, review, and execute vendor contracts and ensure quality performance. **Administrative Tasks: ~10% time allocation** + Ensure timely and appropriate responses to email communications. + Approve and manage expense reports. + Ensure compliance with company policies. + Review and approve purchase orders, employee requisitions, and other requests. + Ensure effective time management and prioritization. **Qualifications and Experience:** + Proven track record of success in driving operational excellence, optimizing processes, and delivering results in a dynamic and fast-paced environment. + Demonstrated experience leading external client focused operations. + Strong financial management skills and experience managing P&Ls, budget development, forecasting and financial performance management. + Strong analytical skills, with the ability to analyze data, identify trends, and develop actionable insights and recommendations. + Excellent communication, negotiation, and interpersonal abilities, with the capacity to build rapport and collaborate effectively with internal and external stakeholders. + Strategic thinker with the ability to develop and execute business plans, set priorities, and drive initiatives to achieve organizational goals. + Leadership capabilities, including the ability to inspire and motivate teams, foster innovation, and lead change initiatives. + Exceptional senior customer relationship management skills and experience. + Innovative individual who employs entrepreneurial characteristics, problem solver with strong business acumen. + Bachelor’s degree in business related field or equivalent experience with strong business and financial aptitude, MBA preferred. + 5+ years’ experience within the facility services or logistics/supply chain operations working with external clients is highly preferred. + ~20% travel required. **Measures of Success:** + Successful delivery of annual financial goals in support of short- and long-term company strategy; Revenue, EBITDA, operational efficiencies, margin. + Prudent management of operating expenses and achievement of year-over-year efficiencies to offset annual inflation costs. + Attainment of client KPIs. + Employee Engagement scores (annual and quarterly pulse surveys). + Safety incident rate reductions / attainment. + Year over year improvement of client satisfaction scores (e.g., Net Promoter Score (NPS), Customer Insight Program (CIP), Customer Satisfaction (CSAT)). + Year-over-year client retention rate. + Improvement in employee retention and staffing rates. C&W Services is an Equal Opportunity / Affirmative​ Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, sexual orientation, gender identity, protected veteran status or any other characteristic protected by law. In compliance with the Americans with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position at Cushman & Wakefield, please call the ADA line at **1-888-365-5406** or email **HRServices@cushwake.com** . Please refer to the job title and job location when you contact us. INCO: “C&W Services”