Directeur(trice), Expérience et événements | Director, Experience and Events

S & E Services Limited Partnership•Montreal, QC

6d•Hybrid

About The Position

The Director, Experience and Events, leads the delivery of a best-in-class experience for internal and external clients. The role oversees events, facilities, internal operations, client experience, and sustainability initiatives, ensuring service excellence, operational effectiveness, and alignment with the firm’s strategic objectives. The incumbent leads high-performing teams, sets service standards, and drives initiatives that enhance engagement and overall experience.

Requirements

Bilingual written and spoken (French and English) given the clientele, mandate and international scope of the firm
Post-secondary studies in hospitality, business administration, marketing, or a related field
Minimum of 10 years of experience in client experience, hospitality, events, or operations leadership
Demonstrated experience with strong collaboration, teamwork, managing multiple teams and functions
Proven ability to lead high-performing service-oriented teams
Strong leadership, organizational, and decision-making skills
Excellent communication and stakeholder management skills

Nice To Haves

Experience in a professional services environment (legal, consulting, financial services) is a strong asset

Responsibilities

Shape an elevated experience that reflects the firm's culture of excellence, creating an environment where every interaction feels thoughtful, polished and distinctly memorable
Lead and develop a multi-disciplinary team overseeing events, and service operations (including the conference center, reception, lounges and gym)
Establish and maintain service standards aligned with the firm’s brand, anticipating client needs to continuously enhance the client experience and service offerings
Support special projects and identify opportunities to enhance the stakeholder experience and implement continuous improvement initiatives
Establish metrics and reporting to evaluate service performance, manage budgets, resources, and operational priorities across all functions
Provide strategic oversight of internal and external events, including client receptions, conferences, and firm initiatives
Ensure events align with business development objectives and deliver measurable impact
Develop annual calendar of key events and activities
Oversee event planning, logistics, and execution to ensure consistency and quality
Partner with Marketing and Business Development teams to maximize external client engagement, as well as Legal Talent, HR and other internal departments to drive internal engagement
Collaborate across departments and with other offices on National initiatives (e.g., Sustainability, 75th anniversary celebrations)
Execute on community engagement initiatives and plans
Oversee all front-of-house services, including reception, meeting rooms, and catering
Ensure a seamless, high-quality experience for all office visitors
Ensure space utilization and service delivery meet operational and client needs
Manage the premises including office-related maintenance and other work, day to day relationship with landlord, conference center and lounges
Implement and oversee compliance with health and safety protocols.
Oversee internal client services (events, conference center, multi-technology center, mailroom and archiving) ensuring responsiveness and efficiency across the firm
Act as a key point of escalation for complex service issues
Support sustainability initiatives, including carbon footprint accounting and office-based projects.
Maintain strong vendor relationships and ensure service excellence across suppliers, integrating sustainability and corporate social considerations, where applicable.