Commercial Client Experience Manager
About The Position
Ernst Brothers is making a significant investment in growing its commercial construction division and is seeking a Commercial Client Experience Manager to help lead this growth. This role is not a sales position but focuses on being the face of commercial relationships, building trust, opening doors, and connecting with architects, developers, brokers, business owners, and industry partners. The ideal candidate is entrepreneurial, relationship-driven, and excited by the opportunity to help build something special. The Commercial Client Experience Manager will work directly with the leadership team to build meaningful partnerships, create remarkable experiences, and establish Ernst Brothers as a premier commercial builder in the Mid-Atlantic region. The role emphasizes building business through genuine relationships, networking, industry events, and client meetings, believing that exceptional client experience is a competitive advantage. The company's approach to business development focuses on becoming the company people naturally think of for important projects, rather than relying on cold calls and quotas.
Requirements
- Polished communicator who thrives in professional service environments.
- Passionate about architecture, design, construction, and delivering a trusted, hospitality-driven experience to commercial clients and their teams.
- Entrepreneurial, relationship-driven.
- Ability to build meaningful partnerships.
- Ability to create remarkable experiences.
- Ability to establish Ernst Brothers as one of the premier commercial builders in the region.
- Believes exceptional client experience is a competitive advantage.
- Loves meeting people and building genuine relationships.
- Energized by networking, job sites, industry events, and client meetings.
- Wants to grow a business instead of simply maintaining one.
- Ability to size and qualify opportunities that fit Ernst Brothers' delivery model and margin expectations.
- Ability to track opportunities, relationship activity, and pipeline progression within the company CRM.
- Ability to support sales forecasting, pipeline reporting, and growth initiatives for the commercial lane.
- Ability to continuously evaluate and improve the commercial client journey from initial inquiry through project onboarding.
Nice To Haves
- Experience in light commercial construction in the Mid-Atlantic market.
- Experience in business development.
- Experience in high-touch relationship management.
- Experience in converting qualified opportunities from existing client relationships.
Responsibilities
- Drive new commercial business opportunities through proactive networking, direct outreach, relationship cultivation, and consistent presence across the Mid-Atlantic commercial market.
- Build and maintain direct relationships with commercial architects, brokers, developers, business owners, and direct clients to generate a steady flow of new opportunities, referrals, and repeat business.
- Establish a strong presence on job sites and within the commercial construction and development community, using visibility and reputation as a primary engine of new business.
- Cultivate opportunities that arise from the company's existing client relationships as one of several sourcing channels, converting established trust into qualified commercial work.
- Identify, pursue, and nurture qualified commercial leads; manage pipeline progression and maintain consistent follow-up with prospects and referral sources.
- Support the disciplined growth of the commercial lane, sizing and qualifying opportunities that fit Ernst Brothers' delivery model and margin expectations.
- Participate in introductory meetings, project walkthroughs, site visits, presentations, and networking events.
- Serve as the primary point of contact for prospective and new commercial clients, delivering a concierge-level experience from first interaction through project onboarding.
- Educate clients and industry partners on company processes, services, timelines, and expectations for commercial work, including how commercial engagements differ from residential.
- Foster long-term relationships that result in repeat engagements, referrals, and strategic partnerships across a client's portfolio.
- Ensure clients feel informed, supported, and confident throughout every touchpoint, recognizing that commercial clients often bring their own teams, timelines, and stakeholders.
- Represent Ernst Brothers at networking events, trade gatherings, development and design community functions, and client-facing occasions within the commercial market.
- Collaborate with commercial architects, brokers, and industry professionals to strengthen partnerships and surface new business opportunities.
- Build awareness and visibility for Ernst Brothers within the commercial construction and development community.
- Gather market feedback and industry insights to help leadership refine the commercial offering and improve the client experience.
- Work closely with leadership, project managers, estimators, and operations teams to ensure a seamless handoff from sales to execution, with particular attention to the added complexity of commercial scopes and stakeholders.
- Track opportunities, relationship activity, and pipeline progression within the company CRM.
- Support sales forecasting, pipeline reporting, and growth initiatives for the commercial lane.
- Continuously evaluate and improve the commercial client journey from initial inquiry through project onboarding.
Benefits
- Health, dental, and vision insurance
- Paid time off and holidays
- Retirement plan options
- Professional development opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
