Customer Experience Manager

5 days ago

Cavendish Square, United Kingdom Search Full time
Are you looking for your next opportunity as a Flex Customer Experience Manager within a FTSE 250 Property Investment and Development Company if so this might be the perfect career move for you.
An exciting new role has arisen for a Flex Customer Experience Manager to join a highly respected central London property investment and development company quoted on the London Stock Exchange. The business focuses on acquiring, managing and repositioning properties - to unlock their full potential and value. This client genuinely believes that diversity gives them strength, but they know this strength is only fully realised if their environment is truly inclusive.
The Flex Customer Experience Manager is responsible for delivering exceptional customer experiences and creating productive, enjoyable environments for their partners and customers to thrive in. As a brand ambassador and "go-to" person onsite, you will be passionate about customer experience and will work with the Service Partners to achieve goals - providing them with the direction and motivation to help them achieve more together.
Creating workplaces that provide memorable experiences is priority, so it is vital that you promote and maintain positive relationships with customers, partners, and local communities. To enable you to do this, you will take responsibility for the delivery of the workplace strategy, aiming to regularly exceed customer's expectations and embrace opportunities to identify and implement innovative ideas throughout the year.
You will be passionate and dedicated to delivering great customer and workplace experiences. You should enjoy finding new and innovative ways of doing things and will play a key role in driving a consistent approach to the workplace strategies across the Fully Managed portfolio - helping to implement a culture of continuous improvement and customer engagement.
Key Responsibilities
* Responsible for the customer and workplace experience
* Responsible for the day-to-day management of your Fully Managed Workplace
* Managing relationships and working collaboratively with Key stakeholders - externally and internally from across our business (Portfolio, Finance, Health & Safety and Leasing)
* Responsible for delivering a premium, proactive and enjoyable workplace experience to customers
* Lead by example - delivering a professional, fun and focused service that aims to achieve customer retention, advocacy and acquisition.
* Ensure our amenity spaces remain fit for purpose and deliver an exceptional user experience
* Contribute to the annual customer survey process by taking responsibility for creating and implementing any resulting action plans
* Lead on customer onboarding and offboarding - ensure a smooth transition throughout
* Lead your workplace's programme of events in line with the values and strategic objectives
Financial Management
* Responsible for the management of the budget for your workplace.
* Assessing and highlighting any financial and commercial risk, setting of budgets annually and the ongoing management of the finances within budget parameters
* Regular reporting to the business on budget performance against forecast
Commercial Planning, Sustainability and Wellness
* Engage with engineering and sustainability teams to ensure your workplace is at optimal efficiency
* Help to identify opportunities to reduce energy consumption and improve sustainability performance wherever possible
* Ensure any wellness criteria and objectives are understood, managed and reported on throughout the year
* Work with local communities and our partners to identify opportunities to provide a platform to enterprises that align with our business objectives.
Workplace Management
* Ensure the amenity space, meeting rooms and phone booths are clean, healthy, safe and secure
* Use your knowledge and experience to generate ideas and innovations that create exceptional workplaces and experience for customers
* Responsible for ensuring that the space we deliver allow customers to feel more effective and successful in achieving their own business objectives with us
* Ensure any customer feedback received is captured and fed back into the wider business
Service Partner Management
* Responsible for managing the day-to-day delivery of all services (i.e., Housekeeping, maintenance, catering and security), liaising with the relevant team members to ensure standards are continuously set, discussed and maintained
* Indirect management of any site-based service partners
* Ensure all service partners are regularly reviewed and that the SLA's are being pro-actively managed and reported on
Critical Skills and Experience Required
* IOSH qualifications preferred
* Customer focus - Establishes and maintains effective customer relationships, dedicated to understanding customer requirements and meeting customer expectations
* Good judgement and decision making
* Ability to remain calm under pressure, recovering quickly from setback and willing to make tough decisions.
* Builds constructive and effective relationships with key stakeholders
* Curious and innovative - be prepared to take calculated risks and adopt innovative approaches
* Inspire others, collaborative teamwork as well as taking accountability and ownership of their work.
Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age

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