Client Experience Manager

1 month ago

London, Greater London, United Kingdom Landmark Ltd Full time
Client Experience Manager (CEM)

DEPARTMENT:Building - Operations

REPORTS TO:Area General Manager

DIRECT REPORTS:Assistant CEM, Client Experience Assistants

BUDGET RESPONSIBILITY:Yes

LOCATION:
London

Summary

You will be responsible for delivering incredible client experience in your building. Responsible for achieving target EBITDA through P&L management, leading your team, delivering targeted revenue, client retention and small office sales.

External your clients, brokers and agents and all parties supporting the effective operational running of your building.

Internal the inside sales team, ancillary team,property, facilities and finance teams.

Main Duties and Responsibilities of the role:

Your Team:
To recruit, induct and train Client Experience Assistants with a client-first mindset
To be accountable for all your direct report(s), escalating any ER issues to your Area General Manager when required
Accurate management of teams personal development in line with the Companys policy and maintaining up to date records
Carry out bi-annual performance reviews and monthly 1-2-1s, all to be recorded on the HR system.
To encourage and display our company values at all times to create an inclusive and collaborate team environment.

Clients:
Take full responsibility of delivering exceptional client experience within your building
Delivering the building service levels in line with the client experience blueprint
Responsibility for the prompt resolution of all client queries / enquiries
Understand the output of the client feedback survey and your local NPS score, ensuring a development Action Plan is delivered owning the success of your NPS and growth plan.
Follow the mantra of what is the right thing to do for the client? at all times to ensure that the voice of the customer is always front and foremost of your decision making.
Potential clients - own and drive the client journey from end to end, ensuring we are consistently exceeding clients expectations and maximising conversion through service.
Onboarding - manage client key touchpoints throughout their term (e.g. viewing, move-in, post move in feedback, regular business reviews, events, ancillary products)
Retention own the end to end renewal process, ensuring client retention is as per the your target in line with the financial requirements of the business within your budget / forecast.

Commercials:
Take responsibility for the commercial success of your building/s across all revenue streams.
Achieve budgeted profit for your building
Control budgeted expenditure within your Centre including monitoring and ordering of consumables and stock, using ordering efficiencies.
Identify opportunities to maximise revenue through additional products and services, expansions and cross-building commercial opportunities. Display commercial acumen when forecasting future revenue.
Effectively manage your assets, ensuring investment to maximise return in line with your budget

Health and safety Management:
Comply with all health and safety processes in conjunction with the facilities and property team.

Project Management:
Manage projects relating to the building.

Person Specification:
Every Client Experience Manager is the senior client facing ambassador for our brand.
Hospitality is key, and the ability to mentor and train your team to deliver industry-leading service, increasing your NPS score.

You will also:
Have the confidence, presence, gravitas and credibility to hold your own in negotiation with Clients and Landmark senior team.
Have experience working in B2B and B2C, passionate drive to succeed.
Have a genuine interest in the continual development of youand your team.
Be articulate, have a positive attitudeand able to adapt in an ever-changing environment.
Be able to adapt to different personalities, at differing levels of seniority.
Be flexible and able to adapt in an ever-changing environment.
Have experience of managing and developing a team.
Have a background in the sector, or in hospitality, leisure/fitness, retail or other client-facing business.

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