Communications and Customer Experience Manager

9 hours ago

London, Greater London, United Kingdom The Learning Experience #351 Full time
Job Title: Communications and Customer Experience Manager

We are seeking a highly skilled Communications and Customer Experience Manager to join our team at BNP Paribas Real Estate. As a key member of our Property Management services line, you will be responsible for managing the Customer Experience programme and delivering the communications and social media strategy.

About the Role

This role requires a strong emphasis on amplifying our Property Management brand and positioning across both external and internal channels. You will be responsible for promoting activity undertaken within the buildings under management, covering events, community programmes, ESG and occupier engagement, as well as central services and all aspects of the property management offering.

Key Responsibilities
  • Management and delivery of campaigns, covering all aspects and engagement for the Customer Experience/CX Champions Programme
  • Creating a CX culture across property management, acting as a CX platform ambassador; regularly attending meetings with central and onsite teams
  • Responsible for scheduling CX Champions meetings, producing agendas, notes and actions, along with maintaining a CX events calendar and forward features for content generation
  • Writing/producing and editing content and news stories and placing them on social media and internal communications channels – acting as the central point of contact for property management's communication collation and distribution.
  • Responsible for producing a regular flow of communications and sourcing content. Collating, proof reading and editing quarterly PM newsletter and communication updates
  • Establishing relationships internally to ensure a regular flow of CX, client and service line content is received from property management, facilities management and client finance
  • Supporting BDD, proof reading documents, bids and communication materials prior to distribution.
  • Assisting on ESG communication activities, liaising with ESG team
  • Acting as property management ambassador, liaising with wider PM team and central teams; HR, bids, design and marketing
  • Supporting on data and CRM strategy, marketing and client events, helping and mentoring teams to update client contacts and activities on CRM system – acting as PM Champion to drive regular data cleansing and ownership within property management.
  • Work in collaboration with BDD and central marketing team to support related PR, conference awards submissions and market awareness campaigns for Property Management
Requirements
  • Excellent written English and strong communication, proof reading and content generation skills
  • Works within clearly defined, well established processes with BDD and central marketing team
  • Monitoring property press and competitor activity for ideas for content
  • Defining and delivering on engagement and communication objectives
  • Managing brand and tone of voice through communications
  • Ability to confidently communicate with and influence colleagues across all levels
  • Creation of communications calendar and comms scheduling
  • Reporting of ROI of engagements activities and making business case for investment where required
  • Comfortable working in a matrix organisational structure working cross business to achieve objectives
What We Offer

We are proud to offer award-winning benefits to support and reward our employees, including private medical cover, 25 days annual leave + public holidays, health screening, gym discounts, wellbeing support, volunteering opportunities, cycle to work scheme, eye care voucher, travel & retail discounts, travel insurance, concierge service, kids pass, open fairways golf card, great company culture and social events.

We are committed to providing a work environment that fosters diversity, inclusion, and equal employment opportunity without regard to race, colour, gender, age, creed, sex, religion, national origin, disability (physical or mental), marital status, ancestry, sexual orientation, gender identity and gender expression, or any other legally protected status.

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