Client Services Director

Be accountable for operating a global portfolio of properties across UK, Europe and North America; Be accountable for developing, implementing and evolving a unique and recognisable property and asset management strategy and approach that establishes the company as a market leader and brand; Set and establish a consistent global the company standard and approach for management of private residences and the delivery of client services; Be responsible for tailoring our service to individual clients, identifying and pursuing new opportunities that represent value to both the clients and the Company; Develop and lead operational service excellence by utilising and implementing technology, including implementing customer relationship management (CRM) and workflow management, to ensure consistency in delivery, reduce cost and improve management information; Be the leading external face of the company property and lifestyle management; Facilitate all client visits to ensure that exceptional client experience is guaranteed when visiting their properties and limited stress is applied to the business; Implement strategies, framework and processes that are transformational to client experiences Be accountable for ensuring that all clients’ requests are resolved promptly and to the highest possible standard, whether related to the properties or not; Develop alternative and complementary revenue streams for the business which provide recognised value to our clients; Own the resourcing model for all properties and oversee the management of both permanent and temporary staff to ensure flawless execution of our services; Ensure that best practice Health and Safety processes and procedures are implemented and strictly adhered to at the properties by all employees and temporary staff; Be accountable for developing a world class supply chain that delivers unrivalled levels of service and performance for our clients; Set, implement and monitor the global procurement strategy for all international properties; Regular property reporting to highlight opportunities, risk and issues relating to the effective operation of the property portfolio; Advise Project Teams on all items related to effective property and asset operation; Develop preferred suppliers and build relationship with these suppliers to ensure that company and its clients always receive a priority service; Monitor and manage supplier and employment agency performance, including performance reviews; Be on call for the resolution of client requests as required to ensure timely and effective resolution. Provide leadership, direction and management of operational resources; Be a leading player in the continuous formal and informal education, training, mentoring and professional development of Grafton team members to promote their continuous improvement and development and to enable company to deliver projects at the highest possible levels; Assist with the recruitment and induction of additional company team members and resources as required to ensure properties are operating to the highest possible standards.