_{20th September, 2026}

Reporting directly to the President, the Client Experience Manager plays a key leadership role within the Administration department. You'll oversee customer excellence, providing direct supervision to the client experience team, interacting with the client if warranted, and acting as a liaison between the front office and senior leadership.  
 
This role is central to ensuring the business functions efficiently, the work environment remains organized and professional, and clients receive consistent, high-quality service. 
 
Team Leadership & Office Operations 

• Lead and support the administrative team, including the Client Experience Specialists and custodial staff, by managing daily coverage, coordinating priorities, and ensuring clear communication across front office functions. 
• Supervise the Client Experience team to ensure the consistent and high-quality handling of client calls, e-mails and in person inquiries. 
• Ensure team members receive comprehensive training to capture precise client specifications and ask the appropriate clarifying questions needed to support accurate and efficient production workflows. 
• Develop and maintain training standards, documentation, and ongoing product knowledge-sharing practices that enhance team capability. 
• Monitor team performance, provide coaching and support, and foster a customer-focused service culture. 
• Liaise with internal teams to ensure smooth daily operations. 

Administrative Oversight & Coordination 

• Assist the President with scheduling, documentation, and administrative coordination. 
• Maintain and improve systems for office supplies, document management, meeting support, and administrative workflows. 
• Oversee front desk and reception operations to ensure a professional, client-focused experience and resolve guest service issues or facility needs as they arise. 
• Ensure the overall office is in good order and supplies for the custodial support are ordered and maintained. 

  Process Improvement & Internal Support 

• Identify and implement workflow and process improvements to enhance operational efficiency. 
• Support the development and maintenance of internal checklists, procedures, and documentation as part of broader workflow improvements. 
• Participate in facility, health and safety, or policy-related activities as needed. 

Qualifications 

• Required: 
  • 5+ years of experience in office management, administration, or a related leadership role. 
  • Strong organizational and communication skills. 
  • Exemplary Customer Service skills 
  • Demonstrated ability to lead teams and maintain a service-oriented environment. 
  • Proficiency with Microsoft Office suites, scheduling tools, and workplace technologies. 
    Preferred: 
  • Experience in manufacturing, design, or distribution environments. 
  • Familiarity with CRM systems, shared inboxes, or workflow tools. 
  • Post-secondary education in Business Administration, Office Management, or a related field. 

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