Client Experience Coordinator

A member of the client experience team, the client experience coordinator supports the director and manager by coordinating all relationship development efforts for Henderson.  In this role, you will work with sectors and teams across the company to drive continuous improvement in the client experience.  You will also have opportunities to conduct client surveys, analyze feedback, prepare for top client meetings, relationship development meetings, client listening sessions, and other client experience and relationship development activities.

Duties:

• Keeps client capture planning templates up to date for use by the client capture planning and client experience teams.
• Stays informed of trends in client experience through industry blogs, podcasts, videos and conferences.
• Participates in research and networking activities to identify what other firms are doing to create exceptional client experiences within the Architecture, Engineering, and Construction (AEC) industry.
• Collaborates with the Client Experience Director and Manager to implement program changes based on industry research and data.
• Under the direction of Director and Manager, works with leaders throughout the organization to build and foster a client-centric culture that strives to deliver an exceptional and consistent client experience.
• Coordinates and executes client surveys and shares the results with leadership to encourage change across the organization.
• Continuously explores additional avenues to gather and listen to the voice of the client.
• Assists in facilitating client listening tour discussions to understand perspectives on client experience, personas and opportunities for improvement.

Qualifications Required:

• 3+ years of relevant experience in a professional, client-focused capacity preferred, preferably in the architecture, engineering and construction industry.
• Willingness to hold others accountable.
• Strong communication and presentation skills with the ability to communicate at the right level for the intended audience.
• Proficient in the use of the Microsoft Office Suite.

Qualifications Preferred:

• Previous involvement with corporate strategic initiatives or projects.
• Bachelor’s degree in business, marketing, communications, statistics, or equivalent experience preferred.