Client Experience and Delivery Manager

Two positions Available:

• Hyde Park, Johannesburg, Gauteng

• Constantia, Cape Town, Western Cape

 

Employment Type             Full-Time

Industry          Events / Hospitality / Venue Management

Reports To       Client Experience Director

 

Job Summary     

A growing events and hospitality business is looking for two Client Experience and Delivery Managers to manage the full client journey at venue level. One position will be based at Hyde Park, Johannesburg, and one position will be based at Constantia, Cape Town. The successful candidates will be responsible for the client journey from first enquiry through event planning, requirement capture, internal handover, event delivery oversight, post-event follow-up, and long-term relationship management.

This is a senior client-facing role suited to someone who is highly organised, service-driven, detail-focused, and able to supervise coordinators while ensuring that every client receives a professional, consistent, and high-quality experience. This is not simply an events coordinator position. The role is responsible for ensuring that client expectations are properly understood, documented, communicated internally, and delivered by the operational team.

Key Responsibilities

 

Client Journey Management

• Oversee the full client journey from first contact to post-event follow-up.

• Ensure every client interaction is professional, warm, accurate, and aligned with company standards.

• Monitor the quality of client communication and follow-up.

• Ensure smooth handover between enquiry, coordination, operations, banqueting, and event delivery teams.

• Identify gaps in the client journey and recommend improvements.

 

Enquiry Handling and First Contact

• Supervise the timely and professional response to all calls, emails, website enquiries, walk-ins, and referrals.

• Ensure coordinators capture client details, event requirements, budgets, expectations, and follow-up actions accurately.

• Monitor enquiry follow-up to ensure no potential client is missed, delayed, or left unanswered.

• Guide coordinators in qualifying enquiries and identifying potential business opportunities.

• Ensure site inspections, client consultations, and follow-up meetings are properly scheduled and prepared for. Coordinator Supervision

• Supervise venue-based events coordinators, enquiry coordinators, and client service staff.

• Review enquiry records, event files, and client communication for accuracy and professionalism.

• Coach coordinators on client communication, service standards, and follow-up discipline.

• Monitor response times and the quality of written and verbal communication.

• Escalate complex, high-value, or sensitive client matters to the Client Experience Director.

 

Event Requirement Capture and Handover

• Ensure all event details are clearly and accurately documented.

• Confirm that client expectations, special requests, timings, guest numbers, room setup, food and beverage requirements, AV requirements, and service expectations are captured.

• Ensure operational teams receive accurate event briefs in time to prepare properly.

• Attend or lead pre-event briefing meetings where required.

• Reduce last-minute confusion caused by incomplete or inaccurate information.

 

Event Delivery Oversight

• Monitor whether the client experience promised during planning is delivered on the day.

• Support the client-facing side of event delivery.

• Liaise with banqueting, food and beverage, AV, maintenance, cleaning, and operations teams where required.

• Assist with resolving client-facing concerns during events.

• Report recurring service issues to the Client Experience Director.

 

Complaints and Service Recovery

• Ensure client complaints are acknowledged quickly and handled professionally.

• Investigate complaints with the relevant departments.

• Communicate clearly and professionally with clients.

• Ensure corrective actions are documented and followed up.

• Escalate serious or sensitive complaints where required.

 

Post-Event Follow-Up and Client Retention

• Ensure clients are thanked after events.

• Collect feedback, compliments, and complaints.

• Identify opportunities for repeat bookings, referrals, and future business.

• Maintain relationships with corporate clients, regular bookers, event planners, and key clients.

• Report client feedback trends and client experience concerns to management.

 

Required Experience

• Previous experience in events, hospitality, venue management, client service, or banqueting coordination.

• Experience supervising coordinators, administrators, or junior client-facing staff.

• Strong experience dealing directly with clients.

• Experience handling enquiries, event requirements, site inspections, client follow-ups, or event documentation.

• Experience in a venue, hotel, conference centre, function venue, or events business would be advantageous.

• Complaint handling and service recovery experience would be beneficial.

 

Required Skills and Competencies

• Excellent verbal and written communication skills.

• Strong attention to detail.

• High level of organisation and follow-through.

• Ability to supervise and guide junior team members.

• Strong client relationship skills.

• Calm and professional under pressure.

• Ability to manage multiple enquiries and events at the same time.

• Strong problem-solving ability.

• Professional presentation and conduct.

• Ability to translate client expectations into clear operational instructions.

• Commercial awareness and ability to identify repeat business opportunities.

• Strong service mindset.

 

Key Performance Areas

The successful candidates will be measured on:

• Enquiry response times.

• Quality and accuracy of client information captured.

• Follow-up completion.

• Client satisfaction and feedback.

• Complaint handling and resolution.

• Accuracy of event handovers.

• Coordinator performance and communication standards.

• Repeat business and referral opportunities.

• Reduction in client complaints caused by poor communication or unclear handovers.

 

Ideal Candidate Profile

The ideal candidate is a polished, professional, and detail-driven client service leader who understands the pressure of events and the importance of accurate communication. They should be able to supervise coordinators, manage client expectations, protect the client relationship, and ensure that what is promised to the client is properly handed over and delivered. This role would suit someone who has grown beyond a standard events coordinator position and is ready to take ownership of the full client experience at venue level.

Important Role Clarification

This role is responsible for the client journey, communication, enquiry supervision, requirement capture, handover quality, follow-up, complaints, and relationship management. This role is not primarily responsible for food and beverage stock control, kitchen operations, waiter staffing, bar operations, banqueting labour cost control, maintenance, or cleaning operations.