Director of Client Relations

Company Description

SM Lifestyle Inc. – Arena Group is the lifestyle and entertainment solutions company of SM Prime Holdings Inc., offering events, leisure, and entertainment experiences to Filipino families and friends. The company began with SM Cinema, the largest cinema exhibitor in the country, and has expanded to include Mall of Asia Arena, SM Tickets, SM Skating Rink, SM Bowling and Leisure Center, and E-Plus. SMLI – Arena Group focuses on providing accessible, personalized services that complement the modern Filipino lifestyle. The company aims to become the largest and best-managed lifestyle solutions provider in Southeast Asia, expanding into relevant and allied businesses serving SM affiliates and other organizations. Its mission is to make its entertainment and food brands the first choice for Filipinos by delivering great experiences and strong value through empowered leaders and motivated team members. Role Description The Director of Client Relations is a full-time remote role responsible for leading client relationship strategies across SM Lifestyle Inc. – Arena Group’s entertainment and leisure brands. This role oversees key client accounts, ensuring that service delivery meets agreed standards and that client needs are proactively identified and addressed. Daily responsibilities include managing client communication channels, reviewing feedback and satisfaction metrics, and coordinating with internal teams to resolve issues and enhance the client experience. The Director will design and implement client engagement programs, support contract renewals and negotiations, and collaborate with operations, marketing, and customer service teams to align offerings with client expectations. This position also involves mentoring client relations staff, establishing best practices, and reporting on client trends and opportunities to senior leadership.

Qualifications

Candidates should possess strong Business Relationship Management and Client Relations skills to build, maintain, and grow strategic partnerships. Candidates should possess proven Customer Service and Customer Satisfaction skills to ensure consistent, high-quality experiences across all touchpoints. Candidates should possess excellent Communication skills, including clear written and verbal communication, presentation abilities, and stakeholder management. Candidates should possess leadership and people management capabilities, including team coaching, performance management, and cross-functional collaboration. Candidates should possess strategic planning and analytical skills, with experience interpreting client data, feedback, and market trends to inform decisions. Bachelor’s degree in Business, Marketing, Communications, Hospitality Management, or a related field; advanced degree is an advantage. Significant experience in client relations, account management, or customer success, ideally in entertainment, hospitality, or lifestyle services. Ability to work effectively in a remote setup, manage multiple priorities, and use digital collaboration and CRM tools.