Customer Experience Manager

4 hours ago

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

We are seeking a highly skilled Communications & Customer Experience Manager to join our team at The Learning Experience #351. This is an exciting opportunity to work in a fast-paced corporate environment and contribute to the success of our Property Management services line.

About the Role:

This role will focus on managing the Customer Experience programme, delivering communications and social media strategy, and amplifying our Property Management brand and positioning across external and internal channels. You will work closely with our Property Management and Facilities Management teams to support and deliver CX and communications for property management in the UK.

Key Responsibilities:
  • Manage and deliver campaigns covering all aspects of engagement for the Customer Experience/CX Champions Programme
  • Create a CX culture across property management, acting as a CX platform ambassador and regularly attending meetings with central and onsite teams
  • Responsible for scheduling CX Champions meetings, producing agendas, notes, and actions, maintaining a CX events calendar, and forward features for content generation
  • Write and produce content and news stories, placing them on social media and internal communications channels, acting as the central point of contact for property management's communication collation and distribution
  • Produce a regular flow of communications and source content, collate, proofread, and edit quarterly PM newsletter and communication updates
  • Establish relationships internally to ensure a regular flow of CX, client, and service line content is received from property management, facilities management, and client finance
  • Support the Director of Business Development (BDD) in proofreading documents, bids, and communication materials prior to distribution
  • Assist on ESG communication activities, liaising with the ESG team
  • Act as a property management ambassador, liaising with wider PM team and central teams; HR, bids, design, and marketing
  • Support on data and CRM strategy, marketing, and client events, helping and mentoring teams to update client contacts and activities on the CRM system, acting as PM Champion to drive regular data cleansing and ownership within property management
  • Work in collaboration with the BDD and central marketing team to support related PR, conference awards submissions, and market awareness campaigns for Property Management
Requirements:
  • Degree educated, preferably in a relevant discipline such as Communications, Customer Experience, Marketing, Public Relations, or English
  • Experience in Customer Experience (CX), Communications, or Customer Engagement delivery
  • Marketing and communications qualifications highly desirable
  • Previous office experience
  • Able to develop and prepare annual plans to deliver CX/customer engagement and communication objectives
  • Able to write copy in brand/tone of voice
  • High level of accuracy
  • High level of organisational skills
  • Ability to work on own initiative
  • Ability to influence senior colleagues
  • Communication, interpersonal, and presentation skills
  • Persuasive and confident style of communication at all levels
  • Planning and organising
  • Commercially astute
  • Delivers innovative solutions
  • Sound decision maker
  • Creative thinker
  • Motivated, driven, and positive outlook
  • Responsiveness to colleagues
  • Responsiveness to clients
  • Responsiveness to markets and opportunities
What We Offer:

We are proud to offer award-winning benefits to support and reward our employees, including financial benefits, pension, life assurance, group income protection, interest-free season ticket loan, bonus scheme, share incentive plan, financial and mortgage advice. BNP Paribas Real Estate is 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, marital status, ancestry, sexual orientation, gender identity, and gender expression, or any other legally protected status.

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