Client Experience Specialist

Position Overview

The Client Experience Specialist plays a key role in facilitating seamless, high-quality client journey touchpoints at Blue Heron. This role ensures that every moment, whether a milestone event, personalized interaction, or brand experience, reflects Blue Heron’s values of luxury, innovation, and excellence. The specialist will also provide support for internal and external events, helping to execute flawless experiences that foster culture, promote the brand and reinforce our reputation as a leader in design-led development.

Key Responsibilities

Client Journey & Experience

• Design, enhance, and optimize the client journey across all touchpoints for a seamless, high-quality experience.
• Identify and elevate high-value interactions (personalized communications, gifting, milestone ceremonies) and oversee flawless execution.
• Maintain accurate records of client interactions in HubSpot, ensuring alignment, transparency, and continuity across teams.
• Gather and analyze client feedback through NPS surveys; synthesize insights to drive continuous improvement.

Client Engagement & Event Support

• Plan and organize milestone events such as groundbreaking (“golden shovel”) and handover ceremonies, ensuring they reflect Blue Heron’s brand values.
• Support in the planning and execution of client interactions on site at the Blue Heron Client Experience Center. 
• Support the planning and execution of other events and functions for Blue Heron off site including client and prospect events, charity functions, realtor events and company celebrations. 
• Provide administrative support such as pre-and-post event planning, invoicing settlement, presentations, and any tasks necessary for successful completion. 
• Assist in the creative development and design of event invitations, collateral, and visual communications using Adobe Creative Cloud.

Collaboration & Communication

• Partner with internal stakeholders across marketing, sales, design, and construction to refine communications and resources that elevate the client experience.
• Ensure client initiatives align with larger business strategies and brand objectives.
• Support the internal Client Experience Center team including temporary filling in the front of house / welcome function and support other on site needs that may arise.

Essential Qualifications

Background/Experience

• 3–5 years of experience in luxury hospitality, client relations, or high-end event management.
• Comfortable working evenings, weekends, and non-traditional hours to support client events.
• Desired proficiency in Adobe Creative Cloud; Photoshop and InDesign experience strongly preferred.
• Familiarity with CRM systems (HubSpot preferred).
• Experience supporting or executing luxury event experiences.

Skills

• Exceptional communication and interpersonal skills with a polished, client-first approach.
• Strong organizational and project management skills with the ability to manage multiple priorities.
• Proactive, flexible, and solutions-oriented with the ability to adapt quickly.
• Creative thinker with strong problem-solving abilities.
• High attention to detail with a passion for excellence.
• Team player with a collaborative mindset, eager to support cross-functional success.

Personal Attributes

• Passionate about creating memorable, high-touch experiences.
• Polished, poised, and professional presence suitable for luxury clientele.
• Hands-on collaborator who thrives in a team-driven environment.
• High attention to detail with creative problem-solving skills.
• Commitment to confidentiality and integrity in all client relationships.