Client Centre Manager

Cassels Brock & Blackwell LLP is a leading national law firm focused on serving the transaction, advocacy and advisory needs of Canada’s most dynamic business sectors. We have one of the largest business law practices in the country, serving multinational, national and mid-market clients from our offices in Toronto, Vancouver and Calgary.

Our Culture:

At Cassels, our mission is to attract, retain and promote individuals of exceptional ability and talent from as broad a range of backgrounds as possible. We offer meaningful career opportunities, invest in professional growth, and foster an inclusive environment. Our Firm’s success is built on the unique skills, perspectives, experiences and values of each individual. We encourage a corporate culture that respects and celebrates the dignity, value and diversity of all.

Role Overview:

Our firm is currently seeking a Client Centre Manager to join our Facilities, Business, & Client Services department. The Client Centre Manager is responsible for the strategic and operational leadership of the Firm’s Client Centre, ensuring the delivery of a premium hospitality, event, and client experience that reflects the Firm’s brand and service excellence standards. This role oversees all client centre operations, client-facing events, hospitality services, facility readiness, and client staff while driving continuous improvement, operational efficiency, and exceptional client service.

The Client Centre Manager serves as a trusted partner to Firm leadership, Marketing, Facilities, Business, & Client Services, leading the planning and execution of high-profile client and internal events, managing budgets, vendor relationships, and service standards, and ensuring the Client Centre operates as a best-in-class professional environment.

The successful candidate will be responsible for:

• Providing overall leadership and management of the Client Centre, ensuring consistent delivery of exceptional hospitality and client service.
• Developing, implementing, and maintaining service standards, policies, and procedures that support the Firm’s client experience strategy.
• Overseeing day-to-day operations of the Client Centre, ensuring meeting rooms, reception areas, and event spaces are maintained to the highest standards.
• Managing and mentoring related Client Centre services staff, providing coaching, performance management, scheduling, and professional development.
• Ensuring appropriate staffing levels are maintained to support business needs, client meetings, and events.
• Establishing quality assurance measures and regularly evaluates service delivery to identify opportunities for improvement.
• Responding to escalated client service concerns and resolves issues promptly and professionally.
• Building collaborative relationships across the Firm to ensure seamless delivery of Client Centre services.
• Promoting a culture of hospitality, accountability, professionalism, and continuous improvement.

Client & Internal Event Management

• Overseeing the strategic planning, coordination, and execution of all internal events hosted within the Firm.
• Overseeing the execution of all client-facing events hosted within the Firm by the Marketing team direction.
• Serving as the primary escalation point and senior contact for all internal events.
• Partnering closely with Marketing, Practice Groups, Firm leadership, and external stakeholders to deliver memorable client experiences.
• Ensuring all events align with Firm branding, client engagement objectives, and operational standards.
• Providing leadership and direction during event execution to ensure flawless service delivery.
• Developing and implementing event evaluation processes and performance metrics to continuously enhance service quality.
• Identifying innovative opportunities to elevate the client experience and enhance the Firm’s hospitality offerings.
• Developing, managing, and monitoring Client Centre operating budgets and event-related expenditures.
• Reviewing and approving expenditures, invoices, catering costs, and vendor contracts.
• Identifying opportunities for cost optimization while maintaining premium service standards.
• Establishing and managing relationships with catering partners, audiovisual suppliers, event vendors, furniture providers, and other service providers.
• Conducting periodic reviews of vendor performance and negotiates service agreements when appropriate.
• Ensuring compliance with Firm purchasing policies and financial controls.

Facilities & Space Management

• Overseeing the operational readiness and presentation of all Client Centre and client-facing spaces.
• Partnering with Facilities and Building Management to ensure the timely resolution of maintenance, HVAC, lighting, security, and operational issues.
• Reviewing Client Centre room utilization data and develops recommendations to optimize space utilization and client service delivery.
• Ensuring health, safety, accessibility, and operational standards are maintained throughout all conference and event spaces.
• Developing contingency and risk management plans for conferences, events, and operational disruptions.

Strategic Planning & Continuous Improvement

• Developing long-term strategies to enhance Client Centre operations, hospitality offerings, workplace experience, and client engagement.
• Establishing key performance indicators (KPIs) and service metrics to measure operational effectiveness and client satisfaction.
• Analyzing service trends, utilization reports, event feedback, and operational data to identify improvement opportunities.
• Leading initiatives focused on service innovation, technology adoption, efficiency improvement, and best practices.
• Providing regular operational updates and recommendations to the Chief Administrative Officer.
• Collaborating with Facilities, Marketing, IT, and Business Services leadership to support Firm-wide strategic objectives.

The successful candidate must have the following education, experience and/or demonstrated skills:

• 15+ years of hospitality, conference centre, luxury hotel, event management, or professional services experience, including leadership responsibilities.
• 10+ years of people management experience.
• Proven experience leading high-performing hospitality or conference services teams.
• Exceptional client service orientation with a demonstrated commitment to service excellence.
• Strong project management and event planning skills with the ability to manage multiple complex initiatives simultaneously.
• Advanced communication and interpersonal skills, with the ability to build relationships at all levels of the organization.
• Strong financial acumen, budget management, and vendor negotiation experience.
• Demonstrated ability to think strategically while maintaining operational excellence.
• Excellent problem-solving, decision-making, and conflict resolution skills.
• Ability to prioritize competing demands and perform effectively under pressure.
• Experience working in a professional services, law firm, corporate hospitality, luxury hotel, or executive conference centre environment preferred.
• Strong knowledge of conference room technologies, audiovisual systems, and event management practices.
• Proficiency with Microsoft Office Suite and meeting/event management software.
• Availability to work flexible hours, including evenings and weekends, as business needs require.
• Smart Serve Certification and/or Food Handler Certification considered an asset.
• Demonstrated leadership presence, professionalism, and commitment to creating exceptional client and employee experiences.

Employment Type: Permanent, Full-Time

This is an onsite job five days a week. Flex hours based on weekly events.

Salary Range: $103,500 - $110,000 Annually

What we offer:

• Competitive compensation + Extended Health & Dental Care.
• RRSP Matching Program.
• Fitness Reimbursement Program.
• Diversity and Inclusion Centric Culture.
• A Culture of Wellness: Cassels recognizes the importance of wellness and provides a comprehensive program that addresses the mental and physical well-being of our employees by providing resources, services, training and support on an ongoing basis.
• A fully stocked kitchen with healthy snacks, plus coffee, tea, and drinks throughout the year.
• A business casual dress code (client/day specific).
• Employee referral bonus.

Cassels is an equal opportunity employer committed to fostering a workplace where people of all identities and lived experiences feel valued, respected, and supported. We are dedicated to removing barriers and ensuring equitable access to employment. We strongly encourage applications from Indigenous peoples, racialized people, people with disabilities, 2SLGBTQIA+ communities, and individuals with intersectional identities. All qualified candidates are welcome to apply. Accommodations for disabilities, accessibility needs, or cultural practices are available throughout the recruitment process upon request. Please contact our recruiter with any questions or accommodation needs.

We wish to thank all applicants for their interest, however, only candidates selected for interviews will be contacted. We regret that we are unable to respond to individual inquiries about application status, unless required for accommodation purposes.

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