Client Relations Project Manager
The Client Relations Project Manager is a key role of the SMS Facilities business unit that will design and build the client special and capital project business by facilities trade service categories, reporting directly to the Associate Director. The Client Relations Project Manager is responsible for driving both profitable business results and operational excellence in a variety of client driven special projects and maintenance work orders. Duties for the Client Relations Project Manager will include assisting the corporate team in designing the client capital project management process; scoping projects and sourcing local affiliates/vendors/subcontractors to execute the construction work; overseeing the work being performed at client sites; and negotiating pricing and warranty related follow up work.
Core Responsibilities of a Client Relations Project Manager
- Participate in all aspects of client-driven special project operations (Retail store renovations, HVAC Unit installs, ADA project work, LED Retrofits) and monitor SMS affiliate performance
- Leverage a thorough understanding of location density and KPI data to negotiate with affiliates to ensure market leading pricing and superior performance
- Build and grow a client-driven project business that will use the SMS affiliate base to provide repair and renovation services to retail locations, restaurants, other client sites; scope/review/approve project bids/budgets; monitor change orders; coordinate project execution to minimize project time; and manage related warranties
- Create/review project bids/budgets to ensure that each project is completed quickly and cost-effectively
- Execute approved project scopes by managing affiliates and subcontractors to ensure on-time and on-budget delivery of all client projects
- Observe job site safety during project management visits to properties
- Document and submit change orders for approval with supporting documentation by Client. Ensure necessity of change orders and proper completion of approved work.
- Identify additional costs that could arise related to the scope being executed
- Manage quality control review for all client projects
- Handle quality control, investigate complaints and ensure highest levels of customer service.
- Partnering with the SMS Affiliate Relations team members for affiliate onboarding and scoring
- Partnering with the SMS Procurement team to assist with job material purchasing
- Provide reporting as required to Client and SMS Leadership
Client Relations Project Manager Key Competencies
- Large retail experience is preferred
- Strong network of local superintendents, construction managers, service technicians, vendors and general contractors
- Retail-based capital project, construction and maintenance experience with strong knowledge of regional pricing, municipal codes and construction standards
- General knowledge of lighting, plumbing, electrical and HVAC
- Must have valid driver's license, valid auto insurance and transportation
- Ability to Multi-Task, manage multiple projects at one-time, work independently and communicate effectively to entire team
- Knowledgeable in subcontractor/vendor interaction and providing a high level of service
- Strong negotiation skills
- Strong verbal and written communication skills, particularly via phone and email
- Ability to analyze and see patterns in costs and information in order to create proactive solutions
- Proficient in Microsoft Office Suite, especially with Excel
- Demonstrated ability to provide instruction, training and guidance to others
- Ability to motivate and lead others
- Driven by numbers/measures and comfortable in environment with heavy emphasis on customer service and satisfaction metrics
- Exceptional problem-solving skills
- High integrity
- Flexibility, adaptability and able to juggle multiple projects and priorities in a fast-paced environment
Education and Experience of Client Relations Project Manager
- Bachelor’s degree preferred; high school degree required
- 5+ years business experience including 3+ years in retail/restaurant property maintenance, other building maintenance, construction or related trade is required
- Thorough knowledge of maintenance/construction terms and pricing
- Excellent organizational skills and strong communication skills both verbal and written
- Work collaboratively with team members regionally and nationally
Additional Requirements for Client Relations Project Manager
- Travel Expected: up to 20% of the time
- Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities, and schedule may change at any time with or without notice.
Job Classification
- This is a full time exempt position
- The schedule for this position is Monday- Friday 8:00 AM-5:00 PM
- Internally this position is known as Project Coordinator – Client Relations
SMS Assist is an Equal Opportunity Employer (EOE) that welcomes and encourages all applicants to apply regardless of age, race, color, religion, sex, sexual orientation, gender identify and/or expression, national origin, disability, veteran status, marital or parental status, ancestry, citizenship status, pregnancy or other reasons prohibited by law.