Executive Workplace Experience & Concierge Manager

SPS North America Inc.; New York, Northern (NY, KY); Hybrid; USD 70,000 - 110,000; Full time

Job summary

SPS North America Inc. in New York, NY seeks a Workplace Experience & Concierge Client Manager to lead a client-facing program that delivers exceptional service, anticipates needs, and drives operational excellence.

The role focuses on relationship management with executives and guests, coordinating concierge requests, and partnering with facilities, catering, and vendors to ensure a polished, welcoming workplace.

Responsibilities

• Serve as a highly visible and approachable representative of the workplace experience program.
• Deliver a consistently polished, professional, and welcoming experience for employees, executives, visitors, and guests.
• Proactively anticipate client and workplace needs rather than waiting for issues to arise.
• Own the intake, coordination, follow-up, and resolution of workplace and concierge requests.
• Maintain a strong understanding of client preferences, workplace protocols, key contacts, and recurring needs.
• Develop strong relationships with client stakeholders and become a trusted resource for day-to-day workplace needs.
• Provide personalized service while maintaining appropriate professional boundaries and confidentiality.
• Ensure requests are appropriately prioritized, delegated, tracked, and followed through to completion.
• Identify opportunities to enhance the workplace experience and introduce thoughtful service improvements.
• Maintain a polished, organized, and welcoming workplace environment.
• Develop and maintain strong relationships with client leadership and workplace stakeholders.
• Serve as a primary point of contact for service-related questions, requests, and concerns.
• Communicate proactively with clients regarding upcoming activities, service needs, and potential issues.
• Build credibility through responsiveness, follow-through, discretion, and consistent service delivery.
• Understand client expectations and translate them into clear service standards for the team.
• Gather feedback and use it to continuously improve the workplace experience.
• Participate in client meetings, business reviews, and service planning discussions.
• Partner with client leadership to identify opportunities to improve employee and guest satisfaction.
• Oversee concierge-style services designed to make the workplace experience seamless and convenient.
• Create a culture where employees and guests feel welcomed, valued, and well cared for.
• Coordinate workplace services, special requests, meetings, visitors, events, and other experience-related needs.
• Support executive and VIP interactions with a high level of discretion and professionalism.
• Coordinate with internal teams and external vendors to fulfill client requests.
• Ensure service recovery is handled professionally and promptly when expectations are not met.
• Develop and maintain service protocols, standards, and best practices.
• Recognize opportunities to personalize the experience based on client preferences and workplace needs.
• Support and coordinate workplace events, employee engagement activities, hospitality services, and special experiences.
• Partner with catering, facilities, hospitality, and other service-line partners to ensure seamless event execution.

Job description

SPS North America Inc. in New York, NY seeks a Workplace Experience & Concierge Client Manager to lead a client-facing program that delivers exceptional service, anticipates needs, and drives operational excellence.

The role focuses on relationship management with executives and guests, coordinating concierge requests, and partnering with facilities, catering, and vendors to ensure a polished, welcoming workplace.