Client Experience Manager

About the Company

Oktra are the UK’s leading workplace design and build company, shaping places that connect people and inspire our every day. With over 30 years of experience and B Corp certification, we create future-focused workplaces where people and businesses thrive.

Oktra's designers, builders & strategists provide complete workplace consultancy — from a single office relocation, design and fit out, to workspace planning, refurbishment, and interior branding on a global scale. Our in-house model means that our clients benefit from speed, simplicity, and a single point of accountability at every stage of their journey.

We're headquartered in London, with a regional presence in the South, Midlands, and North of England.

Role Overview

The Client Experience Manager is the ambassador of Oktra’s workplace and service culture, ensuring every interaction — whether internal, client-facing, or with external partners — is polished, efficient, and memorable.

This role blends high impact front of house service with operational management, ensuring our office runs smoothly while creating an exceptional experience for colleagues, clients and visitors.

You will oversee workplace operations, manage guest experience, support supplier relationships, and uphold the highest standards in presentation, communication, and hospitality.

Key Responsibilities

Client & Visitor Experience

• Deliver an exceptional, warm and professional welcome to all visitors, clients and partners.
• Manage the visitor journey end to end, ensuring meeting rooms, hospitality and spaces are prepared to a consistently high standard.
• Lead the front of house function, ensuring best in class service, seamless communication, and a calm, solution driven environment.
• Coordinate guest refreshments, catering and meeting support; manage client and supplier facing sessions.

Workplace & Office Operations

• Oversee the day to day operations of the office, ensuring it is safe, efficient and beautifully presented.
• Ensure relationship with building management is maintained and optimum service provided.
• Maintain office systems, H&S procedures, energy reporting, and ISO documentation where required.
• Coordinate equipment maintenance, stationery and kitchen supplies; raise POs
• Maintain the design library and recycling/ disposal of samples to ensure office remains clean and tidy.

Team Support & Internal Culture

• Plan and deliver office inductions for new starters and support onboarding activities.
• Partner with the Marketing & People team on internal events, company socials, client events and charity initiatives.
• Support staff with day to day queries, travel bookings, and ad hoc administrative tasks.
• Cover the Front of House Host lunchbreak daily and any annual leave.

Hospitality, Communications & Administration

• Manage switchboard operations: answer, route and relay calls professionally when required.
• Oversee incoming and outgoing post, deliveries, couriers and car bookings when required
• Ensure all office and front of house communications are clear, timely and aligned with Oktra’s tone and brand.

Required skills and attributes

• A real people person, who loves to help others
• At least 6 months’ experience in a administrative, office management or client experience role.
• Excellent telephone manner
• Excellent written and verbal communication skills
• Self-motivated, with excellent attention to detail and ability to be proactive and problem solve
• Excellent organisational skills; ability to multitask and prioritise workload
• Highly organised, proactive and adaptable; thrives in a fast-paced environment.
• Able to manage competing priorities, anticipate needs and work autonomously
• Strong relationship-builder: professional, warm, and able to represent Oktra with confidence.
• High attention to detail and pride in maintaining immaculate office and meeting environments.

What’s in it for you

• A competitive salary
• 23 days holiday including 3 days automatically allocated for the office closure at Christmas. Rising by 1 day each year, until a maximum of 28 days have been accrued.
• Enhanced parental and maternity leave
• 2 volunteering days a year
• Paid training & development opportunities
• Cycle to work scheme
• Weekly drinks, quarterly socials and staff meals
• Daily fresh fruit and biscuits with barista style coffee and monthly birthday cakes.
• Death in service life insurance- 4x annual salary
• Nationwide gym discount plus free fitness classes
• 24/7 employee assistance programme with BUPA
• Funding towards eye test and glasses

*Oktra is an Equal Opportunity Employer. Oktra seeks applications from all backgrounds to join our teams and we encourage our employees to bring their authentic, original, and best selves to work.