Client Experience Manager & Project Coordinator

Space in the City | Toronto / GTA | Remote | Part-time, as-needed

Space in the City is looking for a systems‑savvy Client Experience Manager & Project Coordinator to keep moving projects moving, support our organizing team and deliver thoughtful, professional service to our clients.

You’ll be the main point of contact between the owner, clients and team: turning enquiries into clear next steps, coordinating bookings, keeping records accurate and making sure details don’t fall through the cracks.

If you enjoy client conversations as much as a well organized dashboard, we’d love to hear from you.

About Space in the City

Space in the City is a luxury home organizing company serving busy professionals and families across Toronto and the GTA.

We help clients declutter, organize and unpack after a move, creating calm functional homes iwth systems that work for everyday life.

As we grow, we need someone who takes ownership of the coordination behind the scenes and helps protect our schedule, revenue and client experience.

We are not hiring an assistant.

We are hiring the person who protects our revenue, our schedule & the client experience.

The Role

You will manage the flow from enquiry to consultation, proposal, booking, project delivery and follow-up. You’ll work closely with the owner and lead organizers to keep the calendar healthy, match projects with team capacity and address problems early.

Hours fluctuate with client demand and seasonality, from around 5 hours in a quiet week to 25-30 hours during peak periods. This is a part-time, as-needed role rather than a fixed full-time schedule.

Key Responsibilities

Client enquiries, proposals and follow-up

- Respond promptly to new enquiries and arrange discovery calls.
- Speak confidently and empathetically with prospective clients, understand their needs and explain our services clearly.
- Collect photos and project details, coordinate estimates using approved pricing and guidelines, and ensure proposals are sent promptly.
- Follow up consistently on enquiries, proposals, contracts and deposits, keeping a clear record of each client’s next step.
- Answer questions, set realistic expectations and provide proactive updates from first contact through project close-out.
- Track enquiry progress, proposal turnaround and booking outcomes.

Scheduling and project coordination

- Coordinate project dates, team availability and assignments, considering skills, location, travel and client needs.
- Balance team capacity and flag staffing gaps, scheduling conflicts or changes in scope early.




- Prepare clear project handoffs so lead organizers have the scope, priorities, client information and resources they need.
- Monitor project hours, budgets, progress and outstanding actions with the owner and team leads.
- Keep clients and team members informed when plans change, and confirm the next steps after each project.
- Support team check-ins, training coordination and occasional onboarding, offboarding or interview administration.

Payroll, expenses and billing administration

- Reconcile team timesheets in software against job schedules, project records and approved hours, following up on missing entries or discrepancies.
- Prepare the biweekly payroll-hours summary and compare it with the accountant’s payroll report, flagging differences for the owner’s approval before payroll is finalized.
- Reconcile receipts, employee expense claims, reimbursements and project-related purchases against the relevant records and approvals.
- Assist with design & purchases, track product purchases, returns and refunds, and confirm that approved billable expenses are allocated to the correct client project.
- Prepare and maintain accurate contracts and invoices, track deposits and outstanding balances, and carry out professional payment follow-ups.
- Keep supporting records organized for the owner and accountant. Final payroll approval and payment authorization remain with the owner.
- Handle basic HR admin (interview, onboard, offboard).

Systems, processes and reporting

- Maintain accurate client and project records in our CRM and other business systems.
- Create, update and follow practical standard operating procedures.
- Identify recurring bottlenecks and recommend improvements to workflows, communication and administration.
- Use approved automation and AI tools thoughtfully, checking accuracy and protecting confidential information.
- Provide a concise weekly update on calendar capacity, close rate, project progress, outstanding payments and issues requiring a decision.

HOW SUCCESS WILL BE MEASURED

Our goal is to keep projects booked 3 - 4 weeks ahead at the target labour margin, while delivering a reliable client and team experience.

You’ll work with the owner towards targets including:

- 70 - 80% or more of available team capacity booked approximately three weeks ahead.




- Proposal turnaround within 24 hours once the required information and approvals are available.
- A 60 - 70% or higher proposal-to-booking close rate.
- Fewer than 2% scheduling errors.
- Accurate, on-time payroll preparation and expense reconciliation.
- Positive client and team feedback.

WHAT YOU BRING

- Strong client communication and relationship-building skills, including confidence on the phone.
- Experience coordinating projects, schedules or service delivery with multiple moving parts.
- Excellent attention to detail with numbers, timesheets, invoices and expenses.
- A practical understanding of budgets, reporting and task prioritization.
- An empathetic, professional approach with clients and teammates.
- Initiative, sound judgement and the ability to resolve routine problems while knowing when to escalate.
- Confidence learning software and using Google Workspace, particularly Sheets.
- Good Toronto/GTA geography and scheduling awareness.
- The ability to stay calm, organized and transparent when plans change.

Qualified organizing, executive assistant or similar background is a bonus.

Marketing / social media experience is a bonus, not the core of the role.

SCHEDULE AND LOCATION

- Part-time, casual, seasonal/as-needed, hourly work.
- Approximately 5 - 30 hours per week, depending on workload and seasonality.
- Remote - GTA.
- Some evening or weekend availability during peak periods.
- Eligibility to work in Canada and a satisfactory background check relevant to the role.

WHAT WE OFFER

- A friendly, supportive workplace where initiative is valued.
- Flexible hours that can grow with the business.
- The opportunity to help shape practical systems and take on more responsibility as the team grows.

HOW TO APPLY

Apply through Indeed with your résumé and a short note about your experience coordinating clients, schedules and administrative details. Please include your availability and one example of a process you improved or a problem you helped resolve. If you want to stand out Record 90 second or less video introducing yourself. Include what organization means to you in your own life and why you want to join our team.

While every application is reviewed, only candidates who best match the criteria will be contacted. Thanks for understanding!

(This posting provides a general overview; final compensation, contract type, and hours will be discussed with shortlisted candidates.)

Pay: From $25.00 per hour

Expected hours: 5.0 – 20.0 per week

Benefits:

- Flexible schedule

Education:

- DCS / DEC (required)

Location:

- Ontario (required)

Work Location: Remote

📌 Client Experience Manager &  Project Coordinator (As‑Needed / Flexible Hours) (Ontario)
🏢 Space in the City
📍 Ontario