Client Relationship Officer

This role involves working closely with technical leads, such as architects, during initial client meetings and for specialist questions. The officer identifies and refers uncertainties regarding facility classification, scope, or feasibility for technical confirmation, as making these determinations is outside the scope of this role. While the technical lead manages delivery and technical client communication, the Client Relationship Officer is responsible for maintaining commercial records, following up on proposals, and managing agreed client contact. Both roles coordinate to ensure clients receive consistent information and clear points of contact.

1. Receive and process client inquiries from various channels like visitors, phone, messaging, website, email, and events.
2. Determine client objectives, requirements, timelines, budget expectations, and decision-making processes using the company's intake guide.
3. Create and maintain accurate CRM records for each unique inquiry, linking repeat contacts to existing records.
4. Provide a substantive human response within four working hours, addressing known information, asking qualifying questions, and outlining next steps and timelines.
5. Seek technical input when necessary and avoid making unconfirmed commitments.
6. Route inquiries according to approved internal rules, escalating as required.
7. Coordinate proposal development by gathering technical scope, quantities, pricing, and commercial input from specialists.
8. Assemble approved proposals, track review and presentation dates, and follow up with clients.
9. Apply approved pricing and escalate any exceptions through the internal approval framework.
10. Avoid approving technical scope, pricing exceptions, or delivery commitments beyond delegated authority.
11. Maintain commercial contact with current and former clients, identifying genuine client needs and arranging further support.
12. Agree on follow-up dates and record opportunities and outcomes.
13. Represent the firm at designated events and partner meetings, recording inquiries and follow-up actions.
14. Ensure accurate and current inquiry, response, and proposal records, confirming them at each monthly reporting point.

1. Possess a diploma or degree in business, marketing, commerce, or a related field.
2. Have typically three to four years of relevant business-to-business or professional-services experience.
3. Demonstrate a track record of identifying client needs before making recommendations.
4. Provide evidence of disciplined follow-up, accurate CRM record-keeping, and coordination of proposals or similar multi-contributor processes.
5. Show examples of maintaining or developing client accounts, highlighting personal contributions and the client needs addressed.
6. Exhibit clear written and spoken communication skills.
7. Possess sound commercial judgment.
8. Have the confidence to involve a technical colleague rather than making assumptions.
9. (Desirable) Experience in healthcare, construction, or the built-environment sector.
10. (Desirable) Training in consultative selling, account management, or CRM practices.
11. (Desirable) Experience working in a founder-led or owner-managed firm.