Customer Experience and Communications Manager

3 days ago

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

We are seeking a highly skilled Customer Experience and Communications Manager to join our team at The Learning Experience #351. 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.

The ideal candidate will have a strong background in Customer Experience, Communications, or Customer Engagement delivery, with a proven track record of creating and implementing effective CX and communications strategies. You will be responsible for amplifying our Property Management brand and positioning across both external and internal channels, showcasing all aspects of property management.

Key Responsibilities:

  • Manage and deliver campaigns, covering all aspects and engagement for the Customer Experience/CX Champions Programme
  • Create a CX culture across property management, acting as a CX platform ambassador
  • Responsible for scheduling CX Champions meetings, producing agendas, notes and actions, along with maintaining a CX events calendar and forward features for content generation
  • Write/produce and edit content and news stories and place them on social media and internal communications channels
  • Responsible for producing a regular flow of communications and sourcing content
  • 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 BDD, proof read documents, bids and communication materials prior to distribution
  • Assist on ESG communication activities, liaising with ESG team
  • Act as 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 CRM system
  • Work in collaboration with BDD and central marketing team to support related PR, conference awards submissions and market awareness campaigns for Property Management

Requirements:

  • Degree educated, preferably in relevant discipline such as Communications, Customer Experience, Marketing, Public Relations, 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

We offer a competitive salary and benefits package, including pension, life assurance, group income protection, interest free season ticket loan, bonus scheme, share incentive plan, financial and mortgage advice. 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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