Client Services Manager

Job Description

Job Description

The Client Services Manager (CSM) is the operational leader of an L&E Research physical market research facility, responsible for delivering exceptional in-person and virtual client experiences, managing front-line staff, and ensuring daily operational excellence. This role is central to the execution of L&E’s “Extreme Client Service” philosophy and oversees all aspects of facility readiness, client coordination, and team performance.

The CSM may also oversee sensory testing components such as test kitchens, sensory booths, or other specialized infrastructure, and must ensure seamless integration of these features into daily workflows. The CSM reports directly to the Associate Client Services Director and collaborates closely with cross-functional teams including Project Management, IT, and Corporate Operations.

Below outlines the core job responsibilities of the position. The employer reserves the right to amend and modify these responsibilities should alternate needs arise. The employee must be able to perform the essential functions of the position satisfactorily. If requested, reasonable accommodation will be provided.

Key Responsibilities

Facility Leadership & Client Experience

• Serve as the primary face of L&E Research at the local facility, delivering consistent, high-quality experiences for clients and respondents.

• Own all aspects of facility operations including equipment functionality, facility cleanliness, security, and client readiness.

• Collaborate with Project Managers to gather project-specific needs and prepare Day of Needs documentation.

• Oversee setup and execution of sensory-related projects where applicable, including test kitchens, booths, and product preparation.

• Ensure facility alignment with all SOP, ISO, and safety standards.

Staff Oversight & Scheduling

• Lead, hire, train, and manage a team of Client Services Representatives (CSRs), ensuring effective onboarding and continuous development.

• Assign work schedules based on project demands, maintaining optimal coverage while managing labor budgets.

• Identify and train a designated Senior CSR or Client Services Assistant (CSA) to provide day-to-day support and leadership continuity.

• Foster a collaborative, accountable, and client-focused team culture.

Technology & Equipment Management

• Maintain and troubleshoot in-facility technology including audio-visual systems, video streaming, recording tools, and general office equipment.

• Partner with the IT team and AV Group to resolve issues and implement improvements.

• Monitor and document equipment use, arrange service repairs, and ensure readiness for all client-facing sessions.

Inventory, Supplies & Vendor Coordination

• Maintain inventory of food, beverages, client materials, and operational supplies; manage reordering and payment submissions.

• Oversee vendor relationships for cleaning, building maintenance, and shipping services.

• Ensure quality control of meals and supplies ordered for client sessions and sensory testing as needed.

Administrative & Reporting Duties

• Oversee documentation of project execution, including Virtual Incentive processing, project summaries, and nightly reports.

• Submit timely and accurate FMP billing entries and support financial tracking at the facility level.

• Prepare and distribute weekly facility updates, including Virtual Reports and internal staff newsletters.

• Provide coverage for reception or broad support duties during peak times or staff shortages.

Safety, Security & Compliance

• Maintain security protocols, monitor facility access, and ensure safe handling of money, technology, and client property.

• Adhere to ISO/IEC 27001:2013 and ISO 20252:2019 standards.

• Partner with the Associate Director and other leaders to continuously refine procedures and uphold service standards.

Qualifications

Education & Experience

• Minimum 3 years of facility management experience, ideally in hospitality, retail, or customer service industries.

• Prior experience managing hourly teams in a client-facing environment.

• Experience with sensory research or facilities involving kitchens/booths is a plus.

Technical Proficiency

• Working knowledge of Microsoft Office Suite (Excel, Word, Teams), email, and cloud-based storage (OneDrive).

• Familiarity with AV tools, video streaming, and general office technologies.

Other Requirements

• Full-time, exempt position with the ability to work flexible hours based on project schedules.

• Valid driver’s license, reliable transportation, and proof of auto insurance required.

• Occasional local errands and infrequent travel as needed (mileage reimbursed).

Core Competencies

• Client Focus: Delivers personalized, high-impact service that anticipates client needs.

• Leadership: Models accountability and motivates others through clarity, consistency, and support.

• Operational Agility: Balances multiple priorities with precision and professionalism.

• Communication: Articulate, approachable, and effective across clients, staff, and cross-functional teams.

• Problem-Solving: Responds proactively to challenges, using sound judgment and strategic thinking.

• Team Development: Builds trust and invests in staff success through coaching and mentorship.

Benefits

• Full-time salaried position with comprehensive benefits including:

• Medical, Dental, Vision

• Short- and Long-Term Disability (STD & LTD)

• Paid Time Off (PTO) and 11 Paid Holidays

• Unlimited Sick Days

• 401(k) with employer matching up to 4%

• Life and Accident Insurance options

• Employee recognition and rewards programs

• Opportunities for internal advancement, leadership development, and cross-market collaboration