Client Services Director

2 weeks ago

Hylo Alberta, Canada Savills Full time $90,000 - $120,000 per year

Purpose of the Role
To lead the operational excellence of HYLO, one of London's most dynamic and forward-thinking commercial buildings. The Senior Site Lead will act as the central conduit between surveying, service partners, occupiers, and the client—ensuring seamless day-to-day operations, exceptional service delivery, and alignment with HYLO's brand values of flexibility, sustainability, and innovation.

Beyond operational leadership, this role is instrumental in curating a vibrant sense of place —activating communal spaces, supporting retail engagement, and fostering a connected occupier experience across the building and wider estate. The Client Services Director will help shape HYLO not just as a workplace, but as a destination.

Key Responsibilities

Team Leadership
: Manage and mentor the on-site team, ensuring high standards of professionalism, responsiveness, and collaboration.


Service Partner Oversight
: Coordinate and monitor all contracted services (cleaning, security, M&E, etc.), ensuring SLAs and KPIs are met or exceeded.


Client & Stakeholder Liaison
: Serve as the primary operational contact for the client, occupiers, and surveying team—translating strategic goals into actionable site-level outcomes.


Placemaking & Community Activation
: Curate a vibrant occupier experience by activating communal spaces, supporting events, and fostering a sense of belonging within HYLO and the wider estate.


Retail Engagement
: Support the activation and leasing strategy of vacant retail units, liaising with potential tenants and integrating retail into the overall placemaking vision.


Compliance & Safety
: Ensure full compliance with health & safety, fire safety, and building regulations. Lead audits and implement corrective actions.


Sustainability & Innovation
: Champion HYLO's environmental and wellness credentials, supporting initiatives that enhance WELL and BREEAM standards.


Technology Integration
: Leverage HYLO's smart building systems and app-based controls to streamline operations and enhance user experience.


Reporting & Budgeting
: Provide regular operational and input into the client reports, manage budgets, and support procurement processes for site-related services.


Crisis & Incident Management
: support with emergency response planning and execution, ensuring business continuity and occupant safety.

Skills, Knowledge And Experience
 Proven experience in senior facilities or property management roles within premium commercial or mixed-use buildings.

 Strong leadership and interpersonal skills, with the ability to inspire and manage multidisciplinary teams.

 Deep understanding of building operations, compliance, and service delivery frameworks.

 Experience in placemaking, occupier engagement, and community activation—ideally within urban estates or mixed-use environments.

 Familiarity with WELL, BREEAM, Wired Score and other sustainability certifications is required..

 Commercial awareness and experience supporting retail strategy, including tenant liaison and activation of vacant units.

 Tech-savvy, with experience using building management systems and digital platforms.

 Excellent communication and stakeholder management skills.

 Financial acumen and experience managing operational budgets.

 Relevant qualifications in facilities management, engineering, or building services (e.g., IWFM, IOSH, NEBOSH).

Working Hours - 08:30 – 17:00

Salary - £75,000

Please see our Benefits Booklet for more information.

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