Client Experience Planner

Established nearly two centuries ago, FM is a leading mutual insurance company whose capital, scientific research capability and engineering expertise are solely dedicated to property risk management and the resilience of its policyholder-owners. These owners, who share the belief that the majority of property loss is preventable, represent many of the world’s largest organizations, including one of every four Fortune 500 companies. They work with FM to better understand the hazards that can impact their business continuity to make cost-effective risk management decisions, combining property loss prevention with insurance protection.

Summary

The Client Experience Planner supports client and partner visit logistics at the Science & Technology Center in Norwood, MA. The Client Experience team designs and hosts outcome-focused visits at FM’s unique facilities around the world in support of strengthening relationships and business outcomes. This role will ensure a seamless experience from arrival to departure for visitors. The Client Experience Planner will also serve as a global subject matter expert for the online briefing management tool, and will lead the development and maintenance of global logistics processes and reporting for visitor centers and briefings across FM’s international locations.

Schedule & Location

This is a full-time on-site position in Norwood, MA. Occasional domestic travel may be required.

Client Visit Coordination

• Coordinate all logistics for client, broker and other partner visits to the FM Science & Technology Center in Norwood, MA.
• Manage catering, transportation, name badges, agendas and other visit logistics.
• Coordinate visits with departments involved including security, EHS, food service, Research, FM Approvals, FM Academy and others.
• Consult with internal stakeholders to build customized agendas aligned with client objectives.
• Personalize visitor experiences through tailored agendas, collateral, welcome screens, and branded materials.
• Oversee ordering and stock of giveaways and other supplies for the visitor center.
• Facilitate on-site, virtual, and hybrid briefings, including welcoming guests, managing transitions, and ensuring a seamless experience.

Briefing Source Administration

• Serve as the global administrator and expert for Briefing Source, our briefing / visit management tool.
• Train and support global users on best practices and system functionality.
• Maintain data integrity and generate reports to support program metrics and continuous improvement.

Global Logistics & Process Development

• Develop and implement standardized logistics processes for FM’s visitor centers worldwide.
• Collaborate with regional teams to ensure consistency in briefing execution and visitor experience.
• Establish vendor relationships and service-level expectations for global support functions.

Program Support & Continuous Improvement

• Maintain briefing center readiness, including supplies, cleanliness, and technology.
• Coordinate with facilities, A/V, and security teams to ensure operational excellence.
• Collect and analyze feedback from clients and account teams to enhance future engagements.
• Provide backup support to other New England area visitor experiences, including the Research Campus (Rhode Island) and downtown Boston.
• Support special projects and strategic initiatives, as assigned.

Required Education

• Bachelor’s degree or equivalent experience.

Required Work Experience

• 3+ years in a client-facing, event coordination, or executive briefing role.

Highly Preferred Work Experience

• Experience with briefing management systems (e.g., Briefing Source) strongly preferred.
• Experience in a corporate briefing center preferred.

Required Skills

• Strong organizational and project management skills.
• Excellent interpersonal, written, and verbal communication abilities.
• Ability to manage multiple priorities in a fast-paced, high-stakes environment.
• Proficiency in Microsoft Office Suite.

Highly Preferred Skills

• Global mindset with experience supporting international teams or clients.
• Comfortable working independently and collaboratively across functions.
• Professional demeanor with a commitment to delivering world-class client experiences.
• Willingness to travel occasionally to support initiatives.

The hiring range for this position is $72,160-$103,700 annually. The final salary offer will vary based on individual education, skills, and experience. The position is eligible to participate in FM’s comprehensive Total Rewards program that includes an incentive plan, generous health and well-being programs, a 401(k) and pension plan, career development opportunities, tuition reimbursement, flexible work, time off allowances and much more.

FM is an Equal Opportunity Employer and is committed to attracting, developing, and retaining a diverse workforce.