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Global Client Care Director
at CBRE
Chicago, IL

Global Client Care Director
at CBRE
Chicago, IL

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Description

JOB SUMMARY

Working with a client-centric mentality, responsible for developing and maintaining business relationships with highly/complex major client accounts of strategic significance to promote brand awareness, source business opportunities, and facilitating a long term business relationship. Formulates and implements business strategies to achieve profitable business relationships. Provides ongoing support to high value clients ensuring they receive high quality customer service. Maintains relationships with clients at the senior management or executive level. Acts as the single point-of-contact (SPOC) for respective Strategic Account client(s).
Characteristics of responsible client accounts:
Scope: Select group of complex/major client accounts of strategic significance
Complexity: High
Geography: Regional, National
Number of client accounts: 1-2+
High degree of travel is required.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Single point-of-contact (SPOC) for respective Strategic Account client(s). Carries the client's voice to the CBRE organization and CBRE organization's voice to the client. As the SPOC, knows the client's annual strategy and be a part of helping CBRE deliver that strategy to the client. Continually works at the strategic level with the client.
Acts as client-facing local account manager for Client Care clients and be responsible for revenue growth and client satisfaction.
Builds and maintains effective long-term relationships and a high level of satisfaction with key senior-level decision makers and influencers at an assigned group of complex accounts that includes major strategic clients within a geographic or industry focus.
Launches and runs local Client Care program.
Coordinates all divisional/country efforts related to the global client care accounts including interface and regular participation with global relationship manager and team.
Supports regional account management program, including detailed pre- and post-briefings, preparation and follow-up action items for all regionally/locally managed Client Care accounts.
Represents the voice of the client and has a deep understanding of client strategy and partners with CBRE business lines and markets to drive continued client outcomes.
Develops and drives forward client plans including client priorities, lead generation across services, structured client engagements and follow ups on client feedback.
Close partnership with research and marketing on thought leadership initiatives.
Leads and implements annual client satisfaction survey process.
Regular analytics and reporting on performance metrics / defined KPIs.
Builds and maintains the client data base (Client Knowledge Center).
Performs other duties as assigned.

SUPERVISORY RESPONSIBILITIES
May have supervisory responsibilities in this position. Has the ability and is fully competent to provide supervisory responsibilities if called upon. Mentors and coaches team members to maximize team performance through career development and succession planning activities to further develop competencies. Leads by example and models behaviors that are consistent with the company's values.
QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and EXPERIENCE

Bachelor's degree (BA/BS) from four-year college or university and a minimum of 12+ years of comprehensive experience in commercial real estate or field related experience and/or training. Masters degree preferred.
Client side experience and background in capital markets, preferred; Deep understanding of primary commercial real estate investor lines of businesses

CERTIFICATES and/or LICENSES
None.

COMMUNICATION SKILLS

Excellent written and verbal communication skills. Ability to foster a strong service-orientation and an "advisory role" in client relationships. Strong organizational and analytical skills. Ability to provide efficient, timely, reliable and courteous service to customers. Ability to generate powerful, effective and persuasive presentations on complex topics to employees, clients, top management and /or public groups; excels at public speaking. Ability to inspire, persuade and motivate employees toward excellence by leading by example and building collaborative relationships. Ability to excel at conflict resolution and win-win negotiations to negotiate effectively with key employees, top management and client groups and respond effectively to sensitive issues.

Clearly support others by providing honest, open, two-way communication.

FINANCIAL KNOWLEDGE

Requires advanced knowledge of financial terms and principles. Adept at analyzing financial reports and monitoring/controlling expenses. Ability to calculate and review the complex financial reports prepared by others and to make recommendations to executives that impact the line of business.

REASONING ABILITY

Ability to comprehend, analyze, and interpret complex documents. Ability to solve problems involving several options in complex situations. Requires Expert level analytical and quantitative skills. Teacher and student of cognitive thought process. Ability to stay calm and professional under pressure.

OTHER SKILLS and/or ABILITIES

Strong relationship management and business development skill set and strong aptitude for collaboration and client results.
Demonstrates aptitude in utilizing technology.
Proficient with Microsoft Office Suite.

SCOPE OF RESPONSIBILITY

Decisions made with thorough understanding of procedures, company policies, and business practices to achieve general results and deadlines. Responsible for setting work unit and/or project deadlines. Errors in judgment may cause long-term impact to department.

SAFETY

Responsible for personal safety and the safety of those who are affected by your work. This includes but is not limited to:
1. Complete all required and assigned HSE training at a satisfactory level,
2. Follow all activity policies and procedures, including all HSE-related requirements at all times,
3. Participate in all HSE-related programs & activities as required, including incident investigations, interviews, auditing and assessment, etc.
4. Report any conditions which you feel could result in an accident or injury and / or stop work if required.
As a Manager:
1. While adhering to all HSE requirements established for CBRE employees, supervisors and managers are additionally required to:
a. Provide sufficient distraction-free time for employees to complete all required HSE training & support the HSE training program implicitly,
b. Investigate and resolve (if possible) all reported unsafe conditions / acts and communicate results back to the affected stakeholders,
c. Support "stop work" authority when it is exercised in good faith,
d. Communicate any / all potential workplace hazards and workplace procedures.

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