Americas Lead of Space Management, Planning & Occupancy; SPO

Job Title

Americas Lead of Space Management, Planning & Occupancy (SPO)

The Americas Lead of SPO will be responsible for all existing Global Occupier Services Client Accounts within the Americas region. This individual will provide the necessary leadership and support to existing GOS Account teams with managing all aspects of the account evolution including, but not limited to, expansion (geography/scope), service levels, contract renewals, team development, innovation, best practices and overall profitability.

The primary focus of the role is in organic growth of services within the region.

• Responsible for implementing overall vision, strategy and multi-year contract/metrics for client accounts, focused on the expansion of SPO services.
• SPO Platform representative for the Americas region, serving as an extension of the Platform SMEs and drawing upon their unique expertise to solution, provide business processes, and own their individual specialties with the practice.
• Primary executive point of contact for GOS occupier clients within the region, collaborating with the entire platform to deliver client value, expand client relationships, and grow GOS business across the region.
• Set operational and financial goals through internal Business Planning and client facing Strategic Agendas.
• Indirect P&L contributor for all regional accounts including forecasting of opportunities, quarterly financial reviews/recommendations and achievement of EBITDA targets.
• Have awareness of the client maturity curve, where a client is currently on their advancement of SPO services and the end‑state goal of our partnership with them. Recognize the belief in C&W for Better Never Settles and the continuous improvement mindset as the industry changes and advances.
• Support a highly engaged, top talent workforce with focus on client needs, satisfaction and positive KPI results.
• Participate in semi‑annual account reviews which will include: summary of performance, financial review, risks and mitigation, growth opportunities, talent developments and succession planning, etc.
• Identify opportunities to support and champion automation, process efficiency, and continuous improvement through technology throughout SPO to provide a competitive advantage.
• Instill a strategic, data driven approach with all account team members on behalf of client.
• Participate in all regional delivery updates, AD/EAD meetings and business reviews as required to represent the SPO service line. Have awareness of critical business related technology products in the areas of occupancy management, visitor management, bookings/reservations, and sensors.
• Develop a working knowledge of C&W platform resources including service line leads, marketing, research, technology and core best practices to enhance overall client satisfaction and sales efforts.
• Partner with service line leaders to build and create a culture of trust and teamwork across business lines.
• Ensure superior delivery of all contract deliverables, including measurable value-add, innovation, continuous improvement and overall client satisfaction.
• Ensure coordination of regular performance reviews between clients and C&W, as outlined in the contract or required, enhancing client relationship, improvement opportunities and managing suitable action plans.
• Ensure that fixed compensation services under client contracts are realized and variable compensation opportunities are maximized to improve business unit and company profitability. Have a working knowledge of all staffing solutions and value adds for each solution so we remain flexible and strategic within our staffing plans.
• Demonstrate tangible leadership and relationship management skills across primary client stakeholders and internal C&W individuals.
• Manage information and escalations to Global Lead of SPO in a way that balances information, critical and high‑risk escalations, and value contribution of the SPO service line in an appropriate method and timeframe.

• Leadership
• Customer Relationship Management
• Technical Skills in Occupancy, Spatial Data Management, and Strategic Planning throughout the life of…