Client Experience Manager - Massachusetts

Location: Region near North Andover, MA (within 30 minutes required)

Position Type: Part-Time (Approximately 20–30 hours/week)

Hours: Monday–Friday, availability required between 9:00 AM – 4:00 PM About Living ForwardLiving Forward is a senior move management company dedicated to helping older adults and their families navigate life transitions with care, compassion, and organization. We specialize in supporting seniors as they move from their current home to their future one. Our services include downsizing, furniture floor planning, move coordination, packing, unpacking and settling and creating comfortable, functional homes for our clients.

Position Overview: We are seeking a compassionate, detail-oriented Client Experience Manager to guide clients through every step of the moving process. This role combines client-facing relationship management with hands‑on project coordination, requiring empathy, leadership and strong organizational skills. Key ResponsibilitiesClient Consultations & Planning Conduct in-home visits to introduce Living Forward’s services to prospective clients and families Build trust and establish strong client relationships from the first interaction Take detailed measurements of client homes to support move planning Create customized floor plans using our easy-to-use online design tool Develop clear, accurate project estimates based on client needs Project Management & Move Support Oversee and support downsizing efforts with sensitivity and efficiency Coordinate and participate with packing and unpacking processes Provide on-site oversight of the move team to ensure a smooth experience Lead “settling in” services, including organizing spaces and tasks such as hanging artwork and setting up the home Client Experience Serve as the primary point of contact throughout the project Ensure a high-touch, positive experience for clients and their families Problem-solve in real time with a calm, solutions-oriented mindset

Qualifications: Strong interpersonal and communication skills, with a compassionate approach Highly organized with excellent attention to detail Ability to manage multiple projects and timelines simultaneously Comfortable working in clients’ homes and adapting to changing environments Tech-comfortable (easy to use tools and training will be available)

Requirements: Must have a reliable vehicle and valid driver’s license Must be willing to drive to the North Andover area daily if needed Must be available between 9:00 AM – 4:00 PM on scheduled workdays Ability to lift light to moderate items (up to 20 lbs) occasionally and be on your feet for extended periods Why Join Living Forward?401K Program Paid Holidays and earned PTO Mileage Reimbursement Meaningful work supporting seniors and families during important life transitions Compensation for this role is paid hourly Supportive, team-oriented environment Opportunity to make a direct and lasting impact on clients’ lives