Client Services Director - HYLO, London

Purpose of the Role

To lead the operational excellence of HYLO, one of London’s most dynamic and forward-thinking commercial buildings. The Senior Site Lead will act as the central conduit between surveying, service partners, occupiers, and the client—ensuring seamless day-to-day operations, exceptional service delivery, and alignment with HYLO’s brand values of flexibility, sustainability, and innovation.

Beyond operational leadership, this role is instrumental in curating a vibrant sense of place —activating communal spaces, supporting retail engagement, and fostering a connected occupier experience across the building and wider estate. The Client Services Director will help shape HYLO not just as a workplace, but as a destination.

Key Responsibilities

 Team Leadership : Manage and mentor the on-site team, ensuring high standards of professionalism, responsiveness, and collaboration.

 Service Partner Oversight : Coordinate and monitor all contracted services (cleaning, security, M&E, etc.), ensuring SLAs and KPIs are met or exceeded.

 Client & Stakeholder Liaison : Serve as the primary operational contact for the client, occupiers, and surveying team—translating strategic goals into actionable site-level outcomes.

 Placemaking & Community Activation : Curate a vibrant occupier experience by activating communal spaces, supporting events, and fostering a sense of belonging within HYLO and the wider estate.

 Retail Engagement : Support the activation and leasing strategy of vacant retail units, liaising with potential tenants and integrating retail into the overall placemaking vision.

 Compliance & Safety : Ensure full compliance with health & safety, fire safety, and building regulations. Lead audits and implement corrective actions.

 Sustainability & Innovation : Champion HYLO’s environmental and wellness credentials, supporting initiatives that enhance WELL and BREEAM standards.

 Technology Integration : Leverage HYLO’s smart building systems and app-based controls to streamline operations and enhance user experience.

 Reporting & Budgeting : Provide regular operational and input into the client reports, manage budgets, and support procurement processes for site-related services.

 Crisis & Incident Management : support with emergency response planning and execution, ensuring business continuity and occupant safety.

Skills, Knowledge and Experience

 Proven experience in senior facilities or property management roles within premium commercial or mixed-use buildings.

 Strong leadership and interpersonal skills, with the ability to inspire and manage multidisciplinary teams.

 Deep understanding of building operations, compliance, and service delivery frameworks.

 Experience in placemaking, occupier engagement, and community activation—ideally within urban estates or mixed-use environments.

 Familiarity with WELL, BREEAM, Wired Score and other sustainability certifications is required..

 Commercial awareness and experience supporting retail strategy, including tenant liaison and activation of vacant units.

 Tech-savvy, with experience using building management systems and digital platforms.

 Excellent communication and stakeholder management skills.

 Financial acumen and experience managing operational budgets.

 Relevant qualifications in facilities management, engineering, or building services (e.g., IWFM, IOSH, NEBOSH).

Working Hours - 08:30 – 17:00 

Salary - £75,000

Please see our Benefits Booklet for more information.