Client Services Director

The Role

Reporting to the Regional Client Services Director, this role is responsible for client relationship management, operational and financial performance. Within the role you will have full responsibility for all Instant services (as well as hard FM and soft services) delivered to your local clients.

You will require a full understanding of your clients’ requirements to ensure that solutions are delivered to time, budget & to client satisfaction. You will also be expected to recognise opportunities for selling additional services to clients.

You will integrate seamlessly with the client contacts while still adhering to Instant’s values and keeping an eye on the commercial aspects of the contract.

Department Services Employment Type Permanent Location Manila Workplace type Onsite

What will you be doing?

Operational Management

• Lead in-country teams to meet/exceed operational SLAs, KPIs, and compliance requirements.
• Drive continuous improvement and risk management.
• Build key vendor relationships and manage service implementations and projects.
  
  

Client Relationship Management

• Proactively manage and exceed client expectations.
• Position Instant Group as a strategic partner by developing solutions that add value.
• Develop strategic client plans and foster relationships with key decision-makers.
  
  

Financial Management

• Oversee budgeting, forecasting, and financial performance.
• Ensure site leads achieve financial targets and respond to client feedback effectively.
  
  

People Management and Development

• Manage staff selection, development, and performance.
• Communicate effectively with all levels, ensuring feedback is acted upon.
• Oversee succession planning and manage HR matters consistently.
  
  

Who are we looking for?

• Alignment with our company behaviours: Play To Win, Own Your Outcome, Solve It Together, Help Each Other Grow
• Background of delivering hard and soft Facilities Management solutions for large scale projects over 20,000 sq m in size with MNC’s, delivery within the financial sector is considered advantageous but not essential
• Experience of administering the FARM IN and FARM OUT process associated with PEZA compliant projects
• Experience of mission critical engineering installations with high levels of uptime
• Superior client relationship management skills
• Proven account development experience
• Experience of managing service providers, SLAs/KPIs
• Good understanding of outsourcing and outsourcing processes; particularly FM and related services
  
  

What's in it for you?

• Competitive pay scales reviewed annually
• Discretionary annual company bonus
• Private healthcare and life cover
• Hybrid working with a focus on connectivity, flexibility and bigger relationships as part of our workplace experience strategy
• Bespoke training programmes and our bespoke ‘Instant Learning’ portal
• Reward Gateway (discounts!)
• Wellbeing Centre
• Global Employee Assistance Programme
• Brilliant colleague recognition scheme, with quarterly and annual ‘Let’s Celebrate’ awards (with great prizes!)
• Generous referral scheme
• Laptop / tech provided
  
  

At The Instant Group, we prioritise our people and our clients. We are committed to fostering diversity, equality and inclusion, providing equal opportunities in all aspects of employment. Our goal is a workforce that truly reflects society and our customers, creating an environment where every employee feels respected and empowered. When hiring or promoting from within, we see diverse experiences from a variety of backgrounds and welcome all applications regardless of age, gender, race, ethnicity, sexual orientation, religion, disability status or any other dimensions of diversity. Should you need any reasonable adjustments made to this application process, please don't hesitate to let us know. We use AI to help us assess applications fairly and objectively.

About The Instant Group

The Instant Group has been rethinking workspace since 1999 with over 500 experts working globally across more than 175 countries. Instant’s digital platforms constitute the world’s largest digital marketplace for flexible workspace listing meeting rooms, virtual offices, flexible office space and coworking memberships. Its global team advises on commercial real estate solutions from serviced offices to fully customised managed offices, and consulting services for portfolio and net zero strategies.

Instant’s approach enables agility, hybrid working solutions and improved operational resilience for more than 250,000 businesses every year. Clients include Prudential, Booking.com, Shell, Jaguar Land Rover and GSK. Instant has global offices including London, Paris, New York, Hong Kong, Singapore and Sydney.

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