Commercial Client Experience Manager

Help Build the Next Chapter of Ernst Brothers For nearly 40 years, Ernst Brothers has built some of the region's most exceptional custom homes. Now we're building something new. We're making a significant investment into growing our commercial construction division, and we're looking for someone to help lead that growth. Not as a salesperson. As the face of our commercial relationships. If you're someone who naturally builds trust, opens doors, and loves connecting architects, developers, brokers, business owners, and industry partners, this could be an incredible opportunity. We're looking for a Commercial Client Experience Manager who will help shape the future of our commercial business throughout the Mid-Atlantic. This role is perfect for someone who: Loves meeting people and building genuine relationships Is energized by networking, job sites, industry events, and client meetings Wants to grow a business instead of simply maintaining one Believes exceptional client experience is a competitive advantage Has a passion for architecture, design, development, or construction At Ernst Brothers, we don't believe business development is about cold calls and quotas. We believe it's about becoming the company people naturally think of when an important project comes along. You'll work directly with our leadership team to build meaningful partnerships, create remarkable experiences, and help establish Ernst Brothers as one of the premier commercial builders in the region. If you're entrepreneurial, relationship driven, and excited by the opportunity to help build something special, we'd love to talk. Commercial Client Experience Manager Ernst Brothers | Commercial Job Summary The Commercial Client Experience Manager is responsible for driving commercial business growth, cultivating strategic relationships, and delivering an exceptional client experience across Ernst Brothers' commercial construction work. This outward-facing role blends business development with high-touch relationship management, requiring a polished communicator who thrives in professional service environments and is passionate about architecture, design, construction, and delivering a trusted, hospitality-driven experience to commercial clients and their teams. This role focuses on light commercial construction in the Mid-Atlantic market. The Commercial Client Experience Manager grows the commercial book through several complementary paths, building direct relationships with commercial architects, brokers, developers, and business owners, establishing a strong presence on job sites and in the industry, and converting qualified opportunities that arise from the company's existing client relationships. No single channel defines the role; the objective is a healthy, well-diversified commercial pipeline sourced from wherever qualified work lives. The Commercial Client Experience Manager reports directly to the Vice President of Client Experience and works in close collaboration with leadership, project managers, estimators, and operations teams. Key Performance Indicators (KPIs) Commercial Pipeline Growth : A strong, well-diversified pipeline of qualified commercial opportunities is maintained, with measurable increases in new leads, referrals, and repeat business year over year across multiple sourcing channels. Direct Commercial Relationships : New relationships with commercial architects, brokers, developers, and business owners are actively established and grown, producing a steady flow of qualified opportunities sourced directly from the commercial market. Referral & Repeat Business : Commercial architects, brokers, developers, business owners, and past clients consistently return with new opportunities and referrals, reflecting the strength of relationships built. Diversified Sourcing : Opportunities are generated across a healthy mix of channels, direct commercial outreach, industry and site presence, referral partners, and existing client relationships, without over-reliance on any single source. Revenue Generation : Commission-eligible commercial contract value sourced meets or exceeds established targets. ESP and preconstruction agreements are closed at a consistent rate. Client Experience : Prospective and active commercial clients consistently report a concierge-level experience, feeling informed, supported, and confident at every stage of their engagement. Brand Visibility : The reputation and awareness of Ernst Brothers grows within the commercial construction, development, and design community through consistent representation at events, on job sites, and across the industry. Essential Job Functions & Key Tasks Business Development & Revenue Growth Drive new commercial business opportunities through proactive networking, direct outreach, relationship cultivation, and consistent presence across the Mid-Atlantic commercial market. Build and maintain direct relationships with commercial architects, brokers, developers, business owners, and direct clients to generate a steady flow of new opportunities, referrals, and repeat business. Establish a strong presence on job sites and within the commercial construction and development community, using visibility and reputation as a primary engine of new business. Cultivate opportunities that arise from the company's existing client relationships as one of several sourcing channels, converting established trust into qualified commercial work. Identify, pursue, and nurture qualified commercial leads; manage pipeline progression and maintain consistent follow-up with prospects and referral sources. Support the disciplined growth of the commercial lane, sizing and qualifying opportunities that fit Ernst Brothers' delivery model and margin expectations. Participate in introductory meetings, project walkthroughs, site visits, presentations, and networking events. Client Experience & Relationship Management Serve as the primary point of contact for prospective and new commercial clients, delivering a concierge-level experience from first interaction through project onboarding. Educate clients and industry partners on company processes, services, timelines, and expectations for commercial work, including how commercial engagements differ from residential. Foster long-term relationships that result in repeat engagements, referrals, and strategic partnerships across a client's portfolio. Ensure clients feel informed, supported, and confident throughout every touchpoint, recognizing that commercial clients often bring their own teams, timelines, and stakeholders. Strategic Partnerships & Industry Engagement Represent Ernst Brothers at networking events, trade gatherings, development and design community functions, and client-facing occasions within the commercial market. Collaborate with commercial architects, brokers, and industry professionals to strengthen partnerships and surface new business opportunities. Build awareness and visibility for Ernst Brothers within the commercial construction and development community. Gather market feedback and industry insights to help leadership refine the commercial offering and improve the client experience. Internal Collaboration & Sales Operations Work closely with leadership, project managers, estimators, and operations teams to ensure a seamless handoff from sales to execution, with particular attention to the added complexity of commercial scopes and stakeholders. Track opportunities, relationship activity, and pipeline progression within the company CRM. Support sales forecasting, pipeline reporting, and growth initiatives for the commercial lane. Continuously evaluate and improve the commercial client journey from initial inquiry through project onboarding. What Does Exceptional Work Look Like? Business Development : The Manager has built a robust, self-sustaining network across commercial architects, brokers, developers, and business owners. New opportunities are arriving consistently through direct relationships and market presence, and the commercial pipeline is healthy without requiring heavy direction from leadership. Diversified Sourcing : The pipeline is drawing from a healthy mix of channels, direct commercial outreach, industry and site presence, referral partners, and existing client relationships, so growth is not dependent on any single source. Client Experience : Commercial clients describe their interactions with Ernst Brothers as distinctly different from competitors, personal, responsive, and trustworthy. Repeat engagements and unsolicited referrals are a regular outcome of relationships the Manager has cultivated. Brand Presence : Ernst Brothers is more visible and better regarded in the commercial construction and development community as a direct result of the Manager's representation and relationship-building activity. Disciplined Growth : The commercial book is growing on well-qualified, well-fit projects that protect margin and delivery quality, laying a durable foundation for the lane rather than chasing volume. Measurement Pipeline & Revenue Reporting Monthly pipeline reviews with the VP of Client Experience tracking new leads, active opportunities, contracts sourced, and ESP agreements closed. Quarterly review of commission-eligible commercial contract value against established targets. Relationship & Referral Tracking Ongoing tracking within the CRM of relationship activity, referral sources, and repeat engagement by client and partner. Regular tracking of pipeline by sourcing channel (direct outreach, site and industry presence, referral partners, existing client relationships) to ensure healthy diversification. Annual review of referral and repeat business volume as a percentage of overall commercial pipeline. Client Experience Feedback Informal and formal feedback gathered from commercial clients and industry partners on the quality of their experience with the brand. Leadership assessment of client-facing interactions and representation of brand values. Leadership & Cross-Departmental Feedback Regular feedback from leadership, project managers, and operations teams on collaboration, communication, and effectiveness of the sales-to-execution handoff on commercial projects. Alignment with company culture, values, and the standards expected of a senior relationship-facing representative of Ernst Brothers. Compensation & Benefits From $140,000 to $150,000 base salary, plus commission Health, dental, and vision insurance Paid time off and holidays Retirement plan options Professional development opportunities #J-18808-Ljbffr