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Workplace Experience Manager
3 months ago
CBRE Global Workplace Solutions is a recognized global provider of integrated facilities and corporate real estate management. We are looking for a Workplace Experience Manager to join our team in London. The ideal candidate will oversee the integration between Property Management and Hospitality Services on behalf of the client to ensure an outstanding client experience.
Key Responsibilities:
- Oversight of office spaces, users' journey, and experience throughout the building
- Close collaboration with client On Site Solutions (OSS) senior stakeholders
- Handling operational issue escalations across the campus in the UK and EMEA
- Management and support in implementing agreed initiatives to achieve goals within specifications, timelines, and budgets
- Assistance to teams in managing Hospitality vendors across EMEA using KPIs and industry expertise
- Supporting new site transitions, including onboarding hospitality vendors when necessary
- Ensuring service quality, statutory compliance, and consistency in service delivery alignment with client expectations
- Development and management of client On Site Solutions (OSS) service delivery to maintain operational and commercial compliance
- Continuous enhancement of client satisfaction levels through approved key performance indicators
- Sound understanding of current legislation, environmental issues, quality-related matters, including sustainability impact on energy
- Collaborative work across all client On Site Solutions (OSS) service lines
- Providing problem-solving solutions to the client team
- Establishing and nurturing positive relationships across all client On Site Solutions (OSS) service lines
- Supporting EMEA sites as required
- Review and approval of permits
- Effective communication with all building users and senior stakeholders regarding client On Site Solutions (OSS) activities with business impact
- Engagement and support for users across all divisional spaces
- Actively supporting and facilitating divisional initiatives as requested
- Addressing building occupants' operational queries/issues related to client On Site Solutions (OSS)
- Client On Site Solutions (OSS) perspective support for vendor ad hoc services at Plumtree Court
- Facilitating/managing vendors contractors' access to PTC
- Client One Site Solutions (OSS) assistance for ad hoc requests
- Managing vendors/contractors (and budgets) in line with client service delivery expectations
- Overseeing vendor outputs to enhance end-to-end processes, agree on service levels, and review visitor journey/experience
- Handling FM service delivery requests for events at PTC
- Promoting collaboration and cooperation across all vendors/teams
- Coordinating FM & Engineering activities with CBRE operational/management teams for seamless service delivery
- Requesting, managing, and obtaining approvals for ad hoc FM and Engineering services incurring costs
- Creating FM POs based on incurred costs and tracking against budget
- Close collaboration with hospitality and events teams to resolve operational FM/Engineering issues in conference center and hospitality spaces
- Working with hospitality/events team on developing new processes and procedures across all vendors/spaces
- Strong background in Customer Service with prior experience in 4/5-star Hospitality/FM industry
- Passion for customer service and willingness to expand FM knowledge
- Proficiency in delivering exceptional customer service
- Diplomatic approach in a fast-paced customer-focused setting
- Effective interaction at all levels of seniority within client accounts/the firm
- Excellent communication skills
- Proficiency in Microsoft Office tools such as Excel and PowerPoint
- Experience in budget management
- Proactive, self-motivated with a positive can-do attitude and friendly demeanor
- Flexible, team-oriented, and good organizer
- Ability to handle multiple issues/queries concurrently
- Good knowledge of Health and Safety regulations
As a core global business of CBRE, Global Workplace Solutions (GWS) offers comprehensive services to occupier clients throughout a building's lifecycle. Our teams aid companies in enhancing operations and cutting costs through expert facilities management, project management, real estate, and energy/sustainability services. We work across various industries, supporting clients from global Fortune 500 corporations to individual iconic buildings.
CBRE Group, Inc. is a top commercial real estate services and investment firm globally, with significant revenues and a large workforce. CBRE has a consistent record of success, recognized for its brand and industry reputation for numerous consecutive years.
Application Process:
Your application will undergo review by our Talent Resourcing Team. You will be contacted if shortlisted for the role.
Due to constraints, sponsorship is not available for this role based on role nature and financial considerations.
No agencies, please.
Please note that the job title mentioned may differ from local titles.
