What are the responsibilities and job description for the Client Experience Manager position at Halo Design-Build?
Client Experience Manager
Build More Than Homes. Build Relationships That Last.
At Halo Design-Build, we believe the end of construction is not the end of the relationship.
Our mission is to create an experience that clients remember long after the final walkthrough. We believe the way we care for people after they move into their home is just as important as the way we build it.
We're looking for someone who loves serving people, solving problems, building systems, and creating exceptional experiences. This isn't simply a service position—it's an opportunity to shape one of the most important parts of our company.
If you enjoy making people's lives better, creating organization from complexity, and helping build something that will continue to grow for years to come, we'd love to meet you.
Position Purpose:
The Client Experience Manager serves as the primary relationship manager for Halo clients following construction.
This position is responsible for protecting the Halo experience by overseeing warranty service, coordinating post-project needs, strengthening long-term client relationships, managing smaller enhancement projects, and continually improving the systems that support our clients after move-in.
Rather than waiting for problems to occur, this role proactively creates opportunities to serve, educate, and reconnect with our clients throughout the life of their home.
Primary Areas of Ownership
Client Care & Relationship Management
Own the client relationship after project completion.
Responsibilities include:
- Serve as the primary point of contact following project completion.
- Conduct scheduled client follow-ups after move-in.
- Build lasting relationships with homeowners.
- Ensure every client continues to feel valued long after construction.
- Coordinate annual home visits and warranty walkthroughs.
- Develop opportunities for referrals and repeat business.
Warranty & Service
Own the coordination and successful completion of warranty and service needs.
Responsibilities include:
- Receive and document warranty requests.
- Schedule and coordinate service work.
- Perform minor service work as appropriate.
- Coordinate subcontractors when necessary.
- Ensure clients receive timely communication throughout the process.
Homeowner Education
Help clients become confident homeowners.
Responsibilities include:
- Create seasonal maintenance reminders.
- Develop homeowner maintenance guides.
- Share educational tips and resources.
- Help clients understand how to properly care for their homes.
- Anticipate questions before they become problems.
Client Experience
Continuously improve the Halo client experience.
Responsibilities include:
- Gather client feedback.
- Coordinate testimonials and project reviews.
- Schedule professional photography after project completion.
- Coordinate client appreciation events.
- Develop thoughtful client gifts and recognition opportunities.
- Maintain Halo's client communication standards.
Continuous Improvement
Use every service request as an opportunity to improve the company.
Responsibilities include:
- Identify recurring warranty trends.
- Recommend process improvements.
- Improve documentation and communication systems.
- Help build the future Client Experience department.
- Develop standards and procedures that improve consistency across the organization.
What Success Looks Like
Success in this position isn't measured by how many service calls are completed.
It's measured by how clients feel after working with Halo.
Successful candidates will help create:
- Homes that continue performing well years after completion.
- Organized systems that make future service simple and predictable.
- Opportunities for repeat business built on trust rather than sales pressure.
- A client experience that distinguishes Halo from other builders in our market.
Ideal Candidate
We're looking for someone who is:
- Naturally organized.
- Passionate about serving people.
- Comfortable communicating with clients.
- Able to solve problems calmly and professionally.
- Detail-oriented.
- Self-motivated.
- Interested in building systems and improving processes.
- Comfortable coordinating both office and field activities.
- Excited to help build a department that will continue to evolve as the company grows.
Construction experience is valuable, but character, communication, and a servant's heart are even more important.
Pay: $50,000.00 - $70,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Paid time off
- Vision insurance
Work Location: In person
Salary : $50,000 - $70,000