Director of Client Relations - Forrest Solutions : Job Details

Job Title: Client Relations Director – Office Services & Reception

Location: New York, NY (with oversight of Florida sites and coordination with international partner)

Employer: Forrest Solutions (dedicated to a global financial services client)

Job Summary:

The Client Relations Director is responsible for leading Forrest Solutions' partnership with a global financial services client. This role oversees a team of approximately 30 employees across New York City and Florida, while coordinating with our international partner firm to ensure seamless service globally. The Director will ensure operational excellence in Office Services and Reception, serve as the client's primary point of contact, and drive initiatives that enhance service quality and client satisfaction. This is a high-visibility leadership position requiring both strategic oversight and hands-on management to ensure success.

Key Responsibilities:

Client Relationship & Strategy

• Serve as the senior point of contact for the client, building strong partnerships and ensuring satisfaction.
• Understand client goals and evolving needs, delivering solutions that align with expectations.
• Conduct regular client meetings and provide updates on performance, metrics, and initiatives.
• Anticipate challenges, proactively resolve issues, and identify opportunities for service enhancements.

Operations & Service Delivery

• Oversee daily operations of Office Services and Reception teams across NYC and Florida sites.
• Coordinate with our international partner firm to ensure global service consistency and alignment.
• Ensure adherence to service-level agreements (SLAs), client standards, and operational playbooks.
• Implement process improvements, best practices, and innovative service solutions.
• Partner with internal Forrest Solutions leadership to align account strategy with company objectives.

Team Leadership & Development

• Lead and mentor a team of ~30 employees, ensuring high performance and professional growth.
• Manage scheduling, staffing, training, and performance reviews.
• Foster a positive, client-focused culture that emphasizes teamwork, accountability, and service excellence.
• Support career development, succession planning, and cross-training opportunities.

Financial & Compliance Oversight

• Manage account-level budgets, forecasting, and financial performance.
• Ensure accurate and timely billing, invoicing, and reporting.
• Maintain compliance with contract terms, staffing requirements, and pricing structures.

Innovation & Continuous Improvement

• Introduce best practices in office services and corporate hospitality.
• Monitor industry trends to bring fresh ideas and enhancements to the client.
• Drive operational efficiencies and cost savings where possible without compromising service quality.

Qualifications:

• Bachelor's degree required; graduate degree preferred.
• Minimum of 5 years in leadership roles within office services, facilities, hospitality, or operations management.
• Strong background in client relationship management, ideally within financial or professional services.
• Proven experience managing teams across multiple sites (20–40+ employees).
• Solid financial acumen with budget and P&L accountability.
• Excellent interpersonal, communication, and presentation skills.
• Ability to travel as needed to Florida and coordinate with international partner.

Competencies:

• Client-first mindset and service excellence orientation.
• Strong leadership and people management capabilities.
• Strategic thinker who can also dive into day-to-day operational details.
• Adaptable, proactive, and solutions-driven.
• Skilled at influencing and building trust with stakeholders at all levels.

Why Join Us:

This is an exciting opportunity to lead the delivery of Office Services and Reception for one of Forrest Solutions' most prestigious financial services clients. As Client Relations Director, you'll oversee a talented team in NYC and Florida, coordinate with our international partner, strengthen a key client relationship, and play a pivotal role in shaping high-quality service delivery across multiple locations.