Client Experience Manager

Job DescriptionCompany DescriptionEgis is a leading global architectural, consulting, construction engineering, operations and mobility services firm. We create and operate intelligent infrastructure and buildings that both respond to the climate emergency and contribute to balanced, sustainable and resilient development. Our 20,500 employees operate across over 100 countries, deploying their expertise to develop and deliver cutting-edge innovations and solutions for clients. Through the wide range of our activities, we are central to the collective organisation of society and the living environment of citizens all over the world.In the UK, we're proud to be delivering some of the most iconic projects which help connect people, protect our environment, and meet emission reduction targets. From motorways to tramways, and nuclear power plants to smart cities, clients choose us to help them solve their most complex challenges - delivering climate-responsible growth that meets the needs of communities, industry and the planetWe are creating a new Client Experience Manager role to build and lead Egis first global client feedback and satisfaction programme. This is a key position in shaping a truly client-centric culture across the Group - ensuring that the voice of our clients is heard, understood and acted upon at every level of the business.Job DescriptionReporting to the Chief Marketing Officer, the Client Experience Manager will design and manage a structured global programme to capture, analyse and respond to client feedback - driving continuous improvement in how Egis delivers value and builds long-term relationships.Working closely with business line leaders, regional teams, and client-facing functions, this individual will transform feedback into actionable insight, helping the organisation anticipate client needs, strengthen performance, and reinforce Egis reputation for excellence.This is a unique opportunity to establish the systems, processes and culture that will underpin Egis ambition to be recognised as one of the most trusted and client-focused engineering consultancies in the world.Key responsibilitiesDesign, implement and manage a Group-wide client feedback programme (e.g. Net Promoter Score, project surveys, relationship reviews)Develop consistent methodologies, tools and reporting frameworks for use across regions and business linesAnalyse feedback at both strategic and operational levels, identifying trends, risks and opportunities for improvementPartner with regional, sector and project teams to ensure feedback is acted upon locally and insights are shared globallyProduce clear, actionable reporting for leadership, enabling data-led decisions on client strategy, operations and service excellenceIntegrate client satisfaction metrics into key account management, business planning and performance reviewsCollaborate closely with marketing, business development and operations to ensure client insights inform brand positioning and value propositionsChampion client-centricity across Egis, promoting best practice in listening, responsiveness and relationship managementThe role is based in the UK, with collaboration expected across global teams. It will take effect in 2025.Qualifications8+ years experience in client experience, customer insight, service quality or B2B relationship managementProven track record developing and managing large-scale satisfaction or NPS programmes, ideally in professional services, engineering or infrastructure sectorsStrong analytical capability with the ability to translate qualitative and quantitative feedback into strategic recommendationsExcellent stakeholder engagement and communication skills; comfortable presenting insights and influencing senior leadershipExperience working across diverse geographies, cultures and matrixed organisationsCollaborative, pragmatic and committed to continuous improvement and client valueFluent in English; French language skills an advantageAdditional InformationWe are committed to our planetIn each project we design, engineer and operate we care deeply about the legacy were leaving behind. As part of our team, youll have a unique opportunity to use your skills and expertise to shape a better future for our communities in the UK, and all around the globe.Our commitment is translated in the work carried out by our Egis Foundation, which funds concrete actions to address the climate crisis and is focused on educational and social initiatives that will help in the responsible and sustainable shift towards a sustainable world.We are an Equal Opportunities employer and we strive to build a workforce that truly reflects the communities we represent. We welcome candidates from all backgrounds, regardless of age, disability, gender, gender identity, gender expression, race, religion or belief, sexual orientation, socioeconomic background, and any other protected characteristic. If you decide to apply for an opportunity with us, your application will be assessed based purely on your experience, the essential and desirable criteria, and your suitability for the role. We value each and every ones contribution as this builds our culture and means that if you work with us, you will be included, listened to, and respected.

Created: 2025-11-09