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Community Experience Manager
2 months ago
We are seeking a highly skilled and experienced Community Experience Manager to join our team at PROception. As a key member of our Customer Experience Services Team, you will play a vital role in delivering a market-leading fully managed workplace experience that exceeds our customers' expectations.
Key Responsibilities- Customer Focus: Establish and maintain effective customer relationships, dedicated to understanding customer requirements and meeting customer expectations.
- Decision Making: Make good and accurate decisions that are valued when judged over time.
- Courage and Resilience: Remain calm and positive under pressure, positively influencing in pressure situations, and recovering well from setbacks.
- Relationship Building: Promote a culture of collaboration and teamwork, building constructive and effective relationships with stakeholders, both internally and externally.
- Curiosity and Innovation: Encourage new ideas and approaches, taking calculated risks to elevate our current offering.
- Accountability and Ownership: Take responsibility for ensuring issues or opportunities are resolved and capitalized upon.
- Tenacity: Consistently push for results, eliminating roadblocks, and focusing on what is important.
- Priority Setting: Quickly sense what will help or hinder goal accomplishment, creating focus and eliminating distractions.
- Responsible for the customer and workplace experience.
- Responsible for day-to-day management of your fully managed GPE workplace.
- Support the Customer Experience Manager with the day-to-day running of the site.
- 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 an 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.
- Support on customer onboarding and offboarding, ensuring a smooth transition throughout.
- Lead on customer events, in line with GPE's values and strategic objectives.
- Proactively utilize our helpdesk systems to log and monitor ongoing issues and jobs.
- Responsibility for the management of our events and amenity space spend, ensuring we work within the relevant budget.
- Regular reporting to the Customer Experience Manager on budget performance against forecast.
- Work in partnership with the GPE Customer Experience Manager, contributing to the strategy for your workplace, ensuring it is aligned against our experiences and will achieve our customer and commercial objectives.
- Proactively identify opportunities for innovation to elevate our current offering.
- Understand and promote additional services and opportunities that GPE could potentially offer customers.
- Work with local communities and our partners to identify opportunities to provide a platform to enterprises that align with our business objectives.
- Ensure our amenity spaces, meeting rooms, and phone booths are clean, healthy, safe, and secure.
- Carry out regular on-floor checks, ensuring all areas are in order and up to standards.
- Support with mobilization on new floors and buildings.
- 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.
- 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.
- Supporting the Customer Experience Manager to ensure all service partners are regularly reviewed and that SLAs are being proactively managed and reported on.
