Workplace Experience Manager

Workplace Experience Manager

Office Space. Building Management. Community Manager.

Salary: £35,000 to £40,000

Working Hours: Monday to Friday, 9:30am to 5:30pm

Location: Canary Wharf or Soho with work from home opportunities

Benefits: Pension - 3% minimum contribution from employee, employer will contribute double up to 12%, Private Healthcare, plenty of opportunity for training and development, Discretionary Bonus.

Our client are the in-house award winning creative consultancy of one of the worlds largest and most successful Real Estate advisory businesses. You will be part of the workplace customer experience strategy team, a small but high performing team with over 25 years industry experience. You will benefit from being part of the wider business, which sits in the Property and Asset Management team. You will work with creatives, designers, marketing managers, facilities managers, surveyors, fund managers and front of house teams to deliver strategic customer projects.

The job role objective is to work with your clients to help them to better understand their customers across their property portfolios. They want to improve the customer experience by monitoring satisfaction. formulating and delivering a customer experience strategy advice.

Our client use Customer Experience initiatives to drive a customer focused ethos into property management. The Workplace Experience Manager will act as a consultant to the client. You will be expected to act on your own initiative and success will be down to your passion for the customer, your determination, energy, and drive.

Key Responsibilities and Deliverables

• Manage the delivery of workplace experience strategies and projects relating to the individual assets, giving consideration (but not limited) to:
• Vision & Culture delivery
• Customer Journey mapping
• Placemaking + community creation
• Taking ownership for periodic Voice of the Customer programmes across portfolios. This will include (but will not be limited to):
  • Co-ordination, cleanse and segmentation of customer data as required
  • Ensuring cluster delivery teams produce effective actions plans in response to feedback
• KPI management and measurement
• Customer Relationship Management (technology & approach)
• Regularly meet with the portfolio team to ensure their interaction with customers reflects positively on the business and the client so that property management issues can be discussed and resolved
• Service partner selection & management
• Use of technology & digital in the delivery of customer experience
• Working with portfolio lead and delivery teams, define and implement standards/ procedures for ensuring optimal customer experience
• Attend customer networking / industry events
• Act as the customer experience champion and mentor for your portfolio
• Promote sustainability and customer service initiatives fostered by the client
• Contribute to strategic initiative reviews on a 6-monthly basis
• Contribute to quarterly performance reviews and reporting
• Manage and support in the delivery of various projects as part of the customer experience strategy.

Required Qualifications, Skills and Experience

• No specific qualifications are necessary although the position requires an understanding of the issues surrounding the leasing and occupation of property from both the occupier and landlord perspective.
• Some knowledge and experience of the property construction and facilities management industries will be useful.
• Previous experience within a customer experience management role is essential
• A passion for excellence in the delivery of customer service is an essential
• Strong communication, interpersonal and presentation skills
• Persuasive and confident style of communication
• Experience in effective dispute resolution
• Experience of using CRM systems
• Experience in customer journey mapping desirable
• Experience in customer service training desirable
• Strong IT skills are essential
• Self-motivated, with a desire to deliver high standards and to promote this quality in others
• Ability to utilise all available resources to deliver the service and resolve problems as a team
• Highly motivated self -starter, driven to achieve results
• Approachable, empathetic, diplomatic and a good listener
• Good networking and stakeholder management skills