Engagement Manager

6 days ago

London, United Kingdom Savills Management Resources Full time

Impact Statement

We are looking for an Engagement Manager to work with our teams on the delivery of engagement and messaging on the Kings Cross estate. This role is crucial for Savills and Related Argent to drive engagement within the customer groups at King's Cross (residents, retail partners and office occupiers/workers), helping bring people together within the business and residential communities. Collaborating with our team, you will create clear messaging and inspiring content to ensure our occupiers and residents know about what a brilliant place King's Cross is, ensuring the smooth functioning of the neighbourhood and enhancing the overall experience.

Purpose of the Role

As Engagement Manager you will be responsible for creating, leading, and delivering customer engagement , communication and marketing assets for our direct customers – retail partners, occupiers, and residents. You will work with an experienced marketing, digital, events and communications team, as well as working cross functionally with our delivery teams including Social Value, Customer Experience, Operations, Innovation and Asset Management teams. Your primary role is to ensure our brand is embedded in what we communicate every day with direct customers and that they know about what we do at King's Cross, which will include building compelling content to support our wider teams as they deepen relationships. You'll not just be the go to person on this – over time you'll influence our team to be better at engagement

Key Responsibilities

Day to Day tasks

Customer experience:

  • Support the neighbourhood manager with any content they need in their role . So you'll work with them daily to map their needs
  • You'll understand the CX and engagement strategy in particular and work with CX lead on any needs
  • Build awareness over time of channels our customer use to communicate to their users and map what collateral you need to produce
  • You would need to highlight any risks to occupier relationships and work with General Manager, asset team and Operation Directors to find solutions.

Customer engagement:

  • You'll be working with the neighbourhood manager to help promote a sense of community across the KX estate by pushing firstly our wider events and then organising and planning events, social value and well-being activities, and initiatives that encourage occupier and resident participation and interaction with KX. When you first arrive, you'll be helping to publicise existing content that has been created by our teams. You'll prep any content for this and share with digital teams for use on app and resi agents for portals
  • You'll own the 'Inside track' strategy for B2B. Working with the events and marketing teams to map out monthly activity for B2B audience. This could be a twist on what they are currently doing or a separate piece of work. Work with the team on any collateral and pass to digital manager for app upload. Pass to resi agents for portal upload
  • You'll be accountable for the occupier and resident comms plan with the neighbourhood manager – covering updates about KX inc wider events and specific events for occupiers and residents, as well as comms on operational issues for occupiers.
  • You'll assist with B2B comms if needed
  • Managing to the KX standards and ensuring all stakeholder are on board.
  • With CX lead, survey all material given to B2B customers and develop improvement plan and development of collateral
  • Holder of all TOV/Brand standards the ops team need to adhere too
  • Develop up B2B portals and manage content – ie ESg and Estate – with view to move collateral we share online
  • Support the CX team with established forums and identify and engage with occupiers and residents to promote awareness. Such events could be:
  • Work with the engagement and digital managers to communicate effectively through relevant platforms (e.g., app, digital displays, signage, internal comms, newsletter etc).
  • Maintain accurate records, files, and databases related to occupiers, contracts, finances, and community activities.
  • Overtime you'll work with retailers to connect them to our offices and residents.
    • Networking events (e.g. ESG & PA forum)
    • KX wide volunteering
    • C-Suite events
    • KX Recruit events

Financial management:

  • Develop and manage the given budget (in compliance with RICS code of conduct), ensuring that expenses are controlled, and revenue is maximised.
  • Prepare regular formal reports on financial performance and effectiveness.
  • Manage suit of suppliers to support your role and ensure they adhere to KX brand

Continuous improvement:

  • Identify areas for improvement and propose innovative solutions.
  • Stay updated on industry trends, best practices, and local regulations related to community management.
  • Be the core ambassador for our brand and values.
  • Enjoy counting your steps and there will be a coffee budget

Content and messaging

Develop and execute a comprehensive and compelling content and communications strategy aligned with the brand's goals and objectives.

Liaise with members of the operational, marketing team, neighbourhood manager, social value team and CX team.

Plan, coordinate, and execute marketing and communication campaigns that resonate with the target audience and enhance brand awareness.

Create engaging and high-quality content for various channels including website, social media, app, digital screens, email campaigns, and written collateral.

Ensure consistency in messaging and branding across all content.

Work collaboratively with marketing and comms teams to synergise activity.

Work with the Neighbourhood Manager to create content to support their role

Help prepare monthly comms via relevant channels (app, newsletters, notices, and other communication materials) to keep all occupiers and residents informed.

Standards

Embed the King's Cross brand and tone of voice within occupier communications, aiding the teams to improve their communication style and skills through a coaching style.

Accountable for any collateral development and roll out in occupier facing areas to King's Cross standards.

Develop and manage the given budget (in compliance with RICS code of conduct), ensuring that expenses are controlled, and revenue is maximised.

Prepare regular formal reports on financial performance and effectiveness.

Customer Experience

Suppo

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