Workplace Experience & Concierge Client Manager

spsnorthamerica; New York (NY); On-site; USD 70,000 - 110,000; Full time

Job summary

SPS North America is seeking a Workplace Experience & Concierge Client Manager in New York to lead a premium, client-facing workplace program. You will champion a polished, hospitality-driven service and manage day-to-day requests from employees, executives, and guests.

In this role you will build strong relationships with client stakeholders, oversee concierge operations, coordinate events, and drive continuous improvements to the workplace experience in a Monday–Friday corporate setting.

Qualifications

• Experience in concierge, hospitality, or luxury service environments.
• Strong client-relations and proactive service mindset.
• Ability to interact with executives and high-profile stakeholders.

Responsibilities

• Lead workplace experience and concierge operations to deliver polished, welcoming service.
• Own intake, coordination, follow-up, and resolution of requests from employees, visitors, and guests.
• Develop strong relationships with client stakeholders and become a trusted resource for day-to-day needs.
• Coordinate events, meetings, and VIP interactions with discretion and professionalism.
• Ensure service standards are clear, tracked, and continuously improved.

Skills

Concierge leadership

Hospitality mindset

Client relationship management

Executive services exposure

Job description

Position Summary

The Workplace Experience & Concierge Client Manager is a highly visible, client-facing leader responsible for delivering an exceptional workplace experience through attentive service, proactive relationship management, and operational excellence.

This role serves as a trusted and highly responsive point of contact for the client, employees, guests, and workplace stakeholders. The Client Manager anticipates needs, responds thoughtfully to requests, resolves issues, and ensures that every interaction reflects a high standard of professionalism, hospitality, and service.

The ideal candidate brings a concierge, hospitality, luxury service, executive services, hotel, or premium guest experience mindset to the corporate workplace. This individual is naturally attentive to details, comfortable interacting with executives and high-profile stakeholders, and understands how small details can have a significant impact on the overall workplace experience.

This is an excellent opportunity for an experienced Concierge Manager, Guest Services Manager, Hotel Manager, Executive Services professional, or Workplace Experience leader who is looking to bring their service expertise into a primarily Monday-Friday corporate environment.

Core Responsibilities

Workplace Experience & Concierge Leadership

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.

Client Relationship Management

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.

Concierge & Guest Experience

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.

Workplace Experience & Events

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.

Help develop creative workplace experiences that support employee engagement and client satisfaction.

Coordinate logistics, communications, vendors, and on-site support for workplace activities.

Gather feedback following events and identify opportunities for improvement.

Support Workplace Experience Coordinators and other frontline team members in delivering consistent service.

Team Leadership & Development

Lead, coach, and develop workplace experience and concierge team members.

Establish clear expectations for professionalism, responsiveness, appearance, communication, and service deliver