Job Description

The Client Relationship Manager II will be the prime contact to customer Business Units, on behalf of the client Corporate Real Estate team. while also acting as a key interface between client stakeholders and internal Workplace Solutions delivery teams.

The CRM II will seek to understand the Business Unit’s needs as they relate to the workplace and develop solutions that will support both the business objectives and the overall Real Estate strategy ensuring alignment with internal delivery capabilities, technical standards, and occupancy data.

The candidate must have strong communication skills and be able to manage client expectations at the C-suite level while supporting resolution of detailed or complex workplace, occupancy, and design-related issues. The CRM II must be able to manage priorities effectively and thrive in a fast-paced, evolving work environment.

KEY DUTIES & RESPONSIBILITIES

Client Relationship

• Foster new and existing client relationships at an executive level with identified business units relating to the workplace.
• Consult and meet with clients to determine needs, preferences, budget and timeline, specific purpose of the space and/or project and other factors affecting the planning of interior environments.
• Work with BU representatives to validate occupancy of existing spaces.
• Collaborate with the Workplace Solutions team where required to support client needs. including providing guidance and coordination across occupancy management, drawing production, and Move, Adds and Changes (MAC) delivery teams.
• Maintain communication with client during project execution and work closely with Project Delivery team to ensure project success, including acting as an escalation point for complex or technical workplace-related issues prior to Director involvement.
• Local travel to various client sites required every 1-2 weeks. Occasional out-of-province travel may be required.

Interior Design/ Workspace Occupancy

• Perform interior design activities such as needs analysis, programming, space planning, cost estimating, detailed scope development and problem solving, and provide technical guidance and quality oversight related to occupancy data, drawing outputs, and workplace planning deliverables.
• Develop solutions with a strong consideration of factors such as cost, budget, environment and timelines, while balancing operational feasibility and alignment with downstream move/add/change execution.
• Work with client Asset Managers to develop Strategic Project scopes and budgets that align with client’s multi-year overall strategy
• Ensure the required design elements of every project are: clearly articulated; agreed and understood by multiple cross-functional concerned parties; managed in a collaborative, effective and efficient manner; to allow the Project Management team to successfully deliver intended outcomes.
• Educate and communicate across CRE teams regarding use of regional workplace policies, specifications, and guidelines to support ongoing occupancy and projects within the portfolio
• Work closely and collaboratively with other team members, internal partners (HR, IT, Security, FM’s), and external consultants/vendors in the development and execution of appropriate workplace design.
• Projects assigned will be typically high complexity, over $1M in value.
• Act as a coordination point between occupancy planning, drawing management, and MAC/service delivery teams to ensure consistency, accuracy, and alignment of workplace solutions across all service streams.

Reporting

• Provide weekly updates of project information and status to support accurate data reporting.
• Conduct site audits as required to validate existing architectural conditions / occupancy and provide updated drawings and data.
• Other duties as assigned.

• 4 year Interior Design, Architecture or Project Management Degree or equivalent diploma with minimum 7-10 years of experience in a corporate environment with significant design, project planning and client relationship management experience.
• Previous experience within a corporate real estate group, professional services, or design firm.
• Comprehensive understanding of the local Building Code, building issues, safety codes, office ergonomics, accessibility and applicable industry standards and regulations considered an asset.
• Knowledge of furniture systems required.
• Experience designing Workplaces considered an asset.
• Strong organizational, time management and multi-tasking abilities
• Strong communications (written and verbal) skills; proficient in English (written and spoken).
• Demonstrated ability to succeed in ambiguous, changing and non-standard environments
• Ability to lead and influence multiple internal and external concerned parties.
• Ability to present in a formal conference setting with executives.
• Ability to work remotely in a virtual team environment
• Excellent computer literacy, including illustrated proficiency Microsoft, PowerPoint, Excel and AutoCAD.
• Experience with space and occupancy management tools an asset – eg. Serraview.

Licenses and/or Professional Accreditation

• NCIDQ certified (or in progress) an asset
• ARIDO, IDC membership an asset
• BCIN (in Ontario or equivalent) an asset
• LEED an asset
• PMP an asset
• WELL / Fitwel an asset
• Valid Driver’s License

This is a regular, full-time position with a salary range of $75,440 - $94,300 per annum. The starting salary will be based on the successful candidate’s competencies, including but not limited to experience, education and performance related to this role.

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