Why This Role Exists

The Client Experience & Events Coordinator exists to bridge executional event coordination with elevated client experience ownership across the Blue Heron journey. This role serves as a critical connector between foundational event support and higher-level client experience strategy, helping ensure that every interaction, milestone, and environment reflects the polish, intentionality, and operational excellence expected of the Blue Heron brand.

The Coordinator is expected to proactively manage event logistics, contribute to client experience refinement, anticipate operational needs, and help maintain continuity across marketing, sales, design, and construction touchpoints.

The ideal candidate is highly organized, hospitality-minded, detail-driven, and capable of balancing client-facing professionalism with hands-on execution in a fast-paced luxury environment.

Events may include evenings and weekends as required. 

Core Accountabilities

Event Planning & Execution

• Coordinate and execute milestone events including groundbreaking (“golden shovel”) ceremonies, handovers, client appreciation events, realtor functions, charity events, and internal celebrations.
• Independently manage event logistics including scheduling, vendor coordination, timelines, guest communication, onsite execution, setup/breakdown, and day-of operations.
• Support the Client Experience Specialist in maintaining consistent event standards, brand presentation, and operational excellence across all experiences.
• Assist in developing event run-of-show documents, guest lists, staffing coordination, presentation materials, and post-event reporting.
• Ensure all client-facing spaces, event environments, and hospitality moments align with Blue Heron’s luxury brand standards.

Client Journey Coordination

• Support and help execute elevated client touchpoints including gifting, milestone communications, personalized follow-up, and curated hospitality experiences.
• Maintain accurate and timely documentation of client interactions, event details, and follow-up actions within HubSpot.
• Coordinate client communications and scheduling related to milestone events and experience initiatives.
• Assist in gathering and organizing client feedback and NPS survey data to support continuous improvement efforts.

Cross-Functional Collaboration

• Partner closely with Marketing, Sales, Design, Construction, and Executive stakeholders to ensure seamless coordination across the client journey.
• Support alignment between event execution, client communications, and broader brand initiatives.
• Coordinate with internal teams and external vendors to ensure deadlines, deliverables, and expectations are clearly communicated and executed.

Brand & Experience Support

• Assist in the creation and coordination of event collateral, invitations, signage, presentations, and branded materials.
• Support content capture coordination during events including photography needs, shot lists, vendor communication, and social/media readiness.
• Help maintain a high standard of presentation and hospitality within the Client Experience Center.
• Provide occasional front-of-house and welcome support when needed to ensure a seamless client experience.

What Success Looks Like

Success in this role means clients, guests, and internal stakeholders consistently experience Blue Heron as polished, thoughtful, organized, and hospitality-driven.

A successful Client Experience & Events Coordinator:

• Executes events with minimal oversight and strong attention to detail.
• Anticipates logistical needs before issues arise.
• Creates a calm, professional, and solutions-oriented experience during fast-moving events.
• Demonstrates ownership while remaining collaborative and adaptable.
• Elevates the overall client experience through thoughtful execution and operational consistency.

Who This Role Serves & Sets Up for Success

Primary Stakeholders

• Client Experience Specialist and the Marketing Team
• Sales Team
• Design Team
• Construction Team
• Blue Heron Clients & Prospects
• External Vendors & Event Partners

What “Setting Others Up for Success” Means

This role helps create operational clarity and executional consistency that allows teams to focus on delivering exceptional client outcomes. Success means anticipating needs, maintaining strong communication, following through on commitments, and ensuring every event or interaction supports the broader Blue Heron experience.

The Coordinator is expected to be dependable, proactive, and highly collaborative — reducing friction, improving coordination, and helping maintain the elevated standards clients associate with the Blue Heron brand.

How Performance Is Measured

• Quality and execution consistency of events and client experiences
• Accuracy, organization, and timeliness of event and client documentation
• Responsiveness and follow-through with internal teams and external vendors
• Ability to manage multiple priorities and deadlines effectively
• Client and stakeholder feedback regarding professionalism and hospitality
• Contribution to positive client sentiment and NPS outcomes
• Maintenance of presentation standards within client-facing environments
• Reliability during high-volume event periods and fast-paced operational needs

Capabilities Required

Technical & Functional Acumen

• 2–4 years of experience in luxury hospitality, client experience, event coordination, marketing support, or related fields.
• Experience supporting or coordinating high-touch events and client-facing experiences.
• Familiarity with CRM systems; HubSpot experience preferred.
• Working knowledge of Adobe Creative Cloud, particularly Photoshop and InDesign, preferred.
• Strong organizational and project coordination skills.
• Comfortable working evenings, weekends, and non-traditional hours as required.

Business & Integration Mindset

• Understands how client experience impacts brand perception, referrals, and long-term business relationships.
• Able to coordinate across multiple departments while maintaining alignment and professionalism.
• Balances hospitality instincts with operational discipline and accountability.
• Thinks proactively about logistics, communication, and downstream impacts.

Communication & Leadership

• Strong verbal and written communication skills.
• Professional, polished, and client-centered presence.
• Ability to remain composed and solutions-oriented under pressure.
• Builds collaborative relationships across teams and with external partners.
• Demonstrates ownership and accountability in day-to-day execution.

Character & Professionalism

• High attention to detail and commitment to excellence.
• Hospitality-minded with a genuine passion for creating memorable experiences.
• Resourceful, adaptable, and willing to step in wherever needed.
• Maintains confidentiality and professionalism in all client interactions.
• Coachable, team-oriented, and motivated to continue growing within the Client Experience function.

How This Role Shows Up (Blue Heron Expectations)

• Leads with professionalism, hospitality, and accountability.
• Approaches every interaction with intentionality and attention to detail.
• Contributes positively to team culture through collaboration and reliability.
• Demonstrates pride of ownership in both client experiences and operational execution.
• Maintains composure and professionalism in dynamic, fast-paced environments.
• Operates with integrity, discretion, and respect for clients, partners, and team members.
• Represents the Blue Heron brand with consistency, polish, and care.