HVAC Recruitment Limited
Director Customer Experience
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Customer Experience Director – Facilities Management
Location: Flexible UK Location
Salary: Up to £90,000 + Bonus
Exclusive Opportunity
I'm exclusively supporting a growing Facilities Management business with the appointment of a Customer Experience Director.
Although the title is Customer Experience Director, this is very much a senior Facilities Management leadership role, ideally suited to someone with a strong Soft Services or Integrated FM background.
This isn't a Business Development position, nor is it a traditional operational leadership role. Instead, you'll work closely with key corporate clients, building long-term strategic relationships, driving innovation, improving service delivery, and ensuring an exceptional customer experience across a national portfolio.
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The Role
You'll be responsible for:
- Developing strategic relationships with executive-level client stakeholders.
- Acting as the link between clients and operational delivery teams.
- Driving customer retention and long-term account growth.
- Identifying opportunities to improve service delivery and operational performance.
- Supporting innovation and continuous improvement initiatives.
- Influencing customer strategy across a portfolio of major FM contracts.
- Ensuring clients receive a consistently outstanding service experience.
About You
We're keen to speak with experienced Facilities Management professionals who have built their careers within Soft Services, Workplace Services, or Integrated FM.
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You'll ideally bring experience in:
- Strategic client relationship management.
- Key account leadership.
- Customer success within Facilities Management.
- Corporate workplace environments.
- Soft Services operations.
- Influencing senior stakeholders across complex FM contracts.
This role would suit someone looking to move away from day-to-day operational delivery while remaining at the heart of strategic client relationships within the FM sector.
If you'd like to learn more, or know someone who could be a great fit, I'd be delighted to have a confidential conversation.
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