Workplace Experience Manager

3 weeks ago

London, Greater London, United Kingdom CBRE Enterprise EMEA Full time
About the Role

We are seeking a highly skilled and experienced Workplace Experience Manager to join our team at CBRE Global Workplace Solutions in London. As a key member of our team, you will be responsible for managing the integration between Property Management and Hospitality Services on behalf of our clients, ensuring a superior client experience.

Key Responsibilities
  • Oversight of office spaces and users' journey and experience across the building
  • Working closely with client On Site Solutions (OSS) senior stakeholders
  • Point of escalation for operational issues across campus both UK and rest of EMEA
  • Manage/support implementation of agreed initiatives to ensure that the goal is achieved to specification, timescale, and budget
  • Support teams in the management of Hospitality vendors across EMEA using KPIs and industry knowledge
  • Support new site transitions including onboarding of hospitality vendors where needed
  • Ensure quality, statutory, and legislative compliance and consistency of service via delivery work streams, in alignment with client expectations
  • Develop and manage client On Site Solutions (OSS) service delivery, maintaining operational and commercial compliance in accordance with client and CBRE expectations
  • Continually seek to improve client satisfaction, demonstrated through approved key performance indicators and maintaining current performance levels in an ever-changing business environment
  • Demonstrate sound understanding of current legislation, environmental and quality related issues, including sustainability and its impact on energy
  • Closely work across all clients On Site Solutions (OSS) service lines in a collaborative manner
  • Provide problem-solving solutions to client teams
  • Create and maintain strong and positive relationships across all clients On Site Solutions (OSS) service lines
  • Support to EMEA sites as needed
  • Raise, review, and approval of permits
Building Users' Experience & Engagement
  • Communication across all building's users and senior on-floor stakeholders on all client On Site Solutions (OSS) activities taking place that have a business impact
  • Users' engagement and support across all divisional spaces
  • To actively support and facilitate divisional initiatives as needed and requested
  • Point of escalation for the building's occupants with any client On Site Solutions (OSS) operational queries/issues (PTC, London)
Vendors & Contractors Management
  • Vendors support from a client On Site Solutions (OSS) perspective of ad hoc services available in Plumtree Court
  • Facilitating/managing vendors contractors' access to PTC
  • Client One Site Solutions (OSS) support for ad hoc requests
  • Management of vendors/contractors (and budgets) in line with client service delivery expectations
  • Oversee outputs from vendor working to improve and manage the end-to-end process, agree formal service levels, review the Visitor journey/experience
Events & VIP Visits
  • Management of requests for FM service delivery for events taking place in PTC
  • Encourage collaboration and cooperation across all vendors/teams
  • Coordinating necessary FM & Engineering activities with CBRE operational/management teams to ensure effective 'joined up' delivery of services
  • Requesting quotes, managing, and gaining approvals for ad hoc FM and Engineering services that entail costs
  • Raising FM POs according to costs occurred and tracking to budget
  • Closely work with hospitality and events teams to resolve any operational FM/Engineering issues across conference centre and hospitality spaces
  • Collaborating with hospitality/events team on building new processes and procedures spanning across all vendors/spaces
Essential Skills
  • Strong Customer Service background with previous experience in 4/5-star Hospitality/FM industry
  • Passionate about customer service and keen to develop FM knowledge
  • Firm understanding of delivering exceptional customer service
  • Diplomacy in a demanding, fast-moving customer-focused environment
  • Ability to interact successfully at all levels of seniority within client account/the firm
  • Excellent communication skills
  • Excellent Microsoft Office skills i.e., Excel and PowerPoint
  • Experience in managing budgets
  • Proactive, self-motivated energy with a positive can-do attitude and friendly demeanor
  • Flexible, team-oriented, and good organizer
  • Proficiency to follow up on multiple issues/queries simultaneously
  • Good Health and Safety knowledge

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