Customer Experience Manager

Reporting to the Flex Senior CX Manager and operating within our CX Team, the Customer Experience Manager role is key in helping us deliver a market-leading fully managed workplace experience, with the customer at its heart.

At GPE we are committed to excellence and consistently delivering the brilliant basics will demonstrate this. To do that, you will ensure our workplaces are clean, healthy, safe, and secure as standard. You will lead by example - delivering exceptional customer experiences and creating productive, enjoyable environments for our partners and customers to thrive in.

As our brand ambassador and "go-to" person onsite, you will be passionate about customer experience and will work with our Service Partners to achieve our goals - providing them with the direction and motivation to help us achieve more together.

Creating workplaces that provide memorable experiences is our priority, so it is vital that you promote and maintain positive relationships with our customers, partners, and local communities. To enable you to do this, you will take responsibility for the delivery of our workplace strategy, aiming to regularly exceed customer's expectations and embracing opportunities to identify and implement innovative ideas throughout the year.

Drawing on your own experience and knowledge of our customers, you will help shape the look and feel of our workplaces in a way that sets us apart from our competition, demonstrates the collaborative approach we take and that creates an open, fair, and inclusive environment for all.

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 our workplace strategies across the GPE Fully Managed portfolio - helping us to implement a culture of continuous improvement and customer engagement.

Key Objectives

• Responsible for the customer and workplace experience.
• Responsible for day-to-day management of your Fully Managed GPE workplace.
• Managing relationships and working collaboratively with key stakeholders - externally and internally from across our business(Portfolio, Finance, Health & Safety, Leasing)

Customer and Workplace Experience

Key responsibilities:

• 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.
• Position GPE as a partner of choice for our customers.
• Ensure our amenity spaces remain fit for purpose and deliver on exceptional user experience.
• Strengthen relationships with customers by proactively engaging with them, understanding their needs, and using anecdotal feedback to shape their experience with GPE.
• Contribute to the annual customer survey process, 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 GPE’s values and strategic objectives.

Financial Management

• Responsibility for the management of our Op-Ex 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 & Wellness

• Work in partnership with the GPE Fully Managed team, contributing to the strategy for your workplace, working to ensure this is aligned against our experiences and will achieve our customer and commercial objectives.
• Proactively identify opportunities for innovation and areas where commercialisation initiatives can be introduced and tested.
• Understand and promote additional services & opportunities that GPE could potentially offer customers.
• 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 thot align with our business objectives.

Workplace Management

• Ensure our amenity space, meeting room(s) and phone booth(s) are clean, healthy, safe, and secure.
• Use your knowledge and experience to generate ideas and innovations that create exceptional workplaces and experiences for our customers.
• Responsible for ensuring that the spaces we deliver allow our 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 thot SLA’s ore being pro- actively managed and reported on.

Decision-making

The role will have responsibility for making day-to-day decisions relating to the customer and workplace experience and service delivery within the asset(s) you are responsible for. These decisions could include (but will not be limited to) people, health and safety, finances, sustainability targets, technical delivery, service partner performance and workplace experience. You will be supported by the Customer Experience General Manager but should be comfortable to risk-assess situations and make decisions as and when required.

Key competencies

• IOSH qualification preferred.
• Customer Focus — Establishes and maintains effective customer relationships — dedicated to understanding customer requirements and meeting customer expectations.
• Decision Making— Makes good and accurate decisions that ore valued when judged over time.
• Courage and Resilience - Able to remain calm and positive under pressure. Positive influence in pressure situations. Recovers quickly from setbacks. Willing to make tough decisions and embrace tough situations.
• Relationship building — Promotes a culture of together we thrive. Builds constructive and effective relationships, relating well to all kinds of stakeholders, internally and externally.
• Curiosity and Innovation - Willing to consider and experiment with new ways of doing things. Encourages others to put forward innovative ideas. Prepared to take calculated risks and adopt innovative approaches.
• Acting as a Role Model - Acts as a role model by being honest, open, and fair. Takes responsibility and inspires others by setting ambitious standards and by showing passion and commitment.
• Teamwork — Encourages collaboration, cooperation, and trust within and across teams — balances own and team interests well.
• Accountability and ownership — Personally, spotting issues or opportunities and taking accountability to ensure they are resolved and/or capitalised upon
• Tenacity — Constantly and consistently pushing self and others for results— can be counted on to see things through.
• Priority setting — Quickly sense what will help/hinder the accomplishment of a goal. Creates focus, eliminating roadblocks, spending time on what is important.