Engagement Lead

Global Workplace Strategy (GWx) function responsible for managing client relationships, leading successful project delivery, and enhancing overall client satisfaction and enablement. The position requires driving strategic alignment across projects and initiatives, ensuring cross-functional collaboration, and proactively fostering client-centric excellence. This role collaborates extensively across diverse business functions, ensuring alignment with overarching business objectives to deliver measurable outcomes and cultivate strategic partnerships.

Responsibilities:

• Manage and oversee strategic execution and continuous enhancement of client engagement initiatives.
• Manage and strengthen relationships with high-profile clients, proactively ensuring client satisfaction, loyalty, and effective issue resolution.
• Strategically align project deliverables with client objectives and internal organizational priorities.
• Foster cross-functional collaboration and effective communication among internal teams such as Finance, Human Resources, Office of General Counsel, SPMC, Information Technology, Global Security, and others.
• Provide executive oversight and manage escalations for high-stakes or complex GWx engagements.
• Implement continuous improvement processes in client relationship management and service delivery.
• Monitor and analyze client engagement metrics, leveraging analytics to drive improvements in operational excellence.
• Facilitate proactive conflict resolution by mediating cross-functional challenges, aligning stakeholder expectations, and fostering a culture of transparency and mutual accountability.
• Participate and/or lead in special GWx Strategy and planning projects and perform other duties as assigned.
• Research industry trends relating to key business unit partners' direct functions; be well-positioned as a forward-thinking, solutions-driven partner to clients.

GWx Engagement:

• Serve as the primary liaison facilitating understanding and strategic alignment between clients and key GWx service areas.
• Build the breadth and depth of the engagement network of GWx leaders and key team members.
• Leverage GWx experience and internal network to determine creative solutions for clients.
• Use understanding of Vanguard to strategically position GWx services.
• Serve as the Strategy team lead for capital project intake.
• Act as the Strategy team engagement liaison for projects relating to Workplace Neighborhood model adoption.
• Collaborate closely with GWx Leaders, Communications, and Operations’ Building Ambassadors.

Client Engagement:

• Conduct proactive strategic consultations and research to accurately assess client needs, clearly establishing and articulating client priorities.
• Schedule and facilitate regular client feedback sessions and effectively triage client feedback.
• Resolve complex client issues related to GWx services or processes.
• Drive the development and implementation of potential solutions to meet client needs, in collaboration with various GWx groups.
• Ensure conflicting stakeholder requirements are mediated appropriately.
• Handle stakeholders’ complaints and escalations through a sympathetic yet formal process.
• Lead and manage business partner satisfaction reporting (net favorable score).

Qualifications:

• Education - Bachelor’s degree in Business Administration, Management, Marketing, Real Estate, Construction, Sales and Marketing or related discipline (Masters preferred). Project Management Professional (PMP) Certification, Agile, or Six Sigma background a plus.
• Experience - Minimum 5+ years in engagement management, client relationship management, strategic account management, or project management. Management Consulting or Business Development experience preferred.
• Technical Skills - Proficiency in CRM tools (e.g., Salesforce), Microsoft Office Suite, Project Management software, Data Management and Analytics.
• Leadership Competencies - Strategic oversight, client-centric approach, analytical proficiency, conflict resolution, problem-solving capabilities, executive presence.

Special Factors

Sponsorship

About Vanguard

At Vanguard, we don't just have a mission—we're on a mission.

To work for the long-term financial wellbeing of our clients. To lead through product and services that transform our clients' lives. To learn and develop our skills as individuals and as a team. From Malvern to Melbourne, our mission drives us forward and inspires us to be our best.

How We Work

Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.