Customer Experience Manager

Company DescriptionColliers is a global leader in commercial real estate services, providing strategic solutions to occupiers, developers, and investors at local, national, and international levels. Our services include brokerage sales and leasing, real estate management, valuation, consulting, project management, project marketing, and research. We operate across core sectors such as office, industrial, retail, and hotel, as well as a range of specialized property types.Colliers UK is headquartered in London, with over 1,200 professionals across 16 offices in the UK and Ireland.The role of the Customer Experience (CX) manager at The Forum is a dynamic and visionary role, working with the property management transformation team, to create a vibrant, dynamic, delivering memorable moments - everyday. CX Manager will have the unique opportunity to build an exciting destination in the heart of city, with customer experience, community, amenities, and technology at its core.CX Manager will lead the onsite marketing initiatives by managing The Forum’s social media handle, execute the media façade content design, draft and deliver the engagement planner to ensure we achieve the highest occupiers satisfaction ratings.Job DescriptionBasics done better – Ensure the fundamentals of customer services are followed and delivery to the highest standardsDeliver a warm hospitality-style welcome and a fond farewell to clients, customers, and guests, ensuring they receive a unique experience throughout their time at the propertyActively assist with marketing initiatives and viewing activity.Co-ordinate with all key stakeholders including the hotel to maximise value for the community.Create, plan and execute community, occupier & social value engagement initiatives working closely with the Beyond leadership teamLaunch & maintain property social media handles, as well as maintain a social media content plannerSchedule and manage content for the external media façade as well as internal digital screen working closely with the site team, marketing partners and community stakeholdersManage and administer any customer services portal and app to drive engagement and adoption by the estate communityMaintain and produce CX specified reports (pre and post execution data)Illustrate statistics on various matters such as occupancy level, energy consumption, specific BMS data, key depravation areasObtain and evaluate CX feedback from customers, guests and stakeholders, draft improvement action plansIncrease client, customer, guest and service partner loyalty and achieve highest satisfaction ratingsMapping property customer journeys in order to identify CX enhancement opportunitiesLead by example and inspire wider onsite teamsTrack, oversee and optimise all customer interactions to build strong relationships with all stakeholdersFollow Beyond: Front of House standard operating procedures and guidelinesResponding to telephone or email enquiries from internal or external clients in a professional manner, ensuring appropriate follow up on any actions as requiredEnsure property guest management processes are strictly followedDeal with complaints and offer prompt resolutions, escalate where necessaryProactively design processes and preventive measures to eliminate any complaints and service delivery shortfallsEnsure all front of house areas including the lounge are always immaculately presentedData processing and management of databases, ensuring accurate and timely import of informationFirmly abide by Beyond: Front of House dress code and personal presentation policyLog any property faults/issues with the Facilities Management teamCarry out daily/weekly walk arounds to personally engage with the occupiersPractice quality assurance inspections (internal & external)QualificationsExpertise & Professional DevelopmentYou are the ‘go to’ person in your area of expertise/specialty for questions from your colleagues, clients and customersYou are solutions focused, advising colleagues and stakeholders with solutions not problemsExcellent knowledge of MS Office and social media platform managementYou demonstrate a keen interest in new technology and adoption strategiesYou have FOH/Events background in the hospitality sectorCommercial Awareness & Value AddYou are aware of the property’s financial and business objectivesYou actively look for best practice ways of working, encouraging CX team interactions with clients, customers, guests and stakeholdersYou are confidently able to implement Beyond: Front of House department’s onsite succession planYou possess commercial awareness and awareness of latest customer experience market trendsYou identify new initiatives for enhancing customer experiencesInnovative Thinking & AgilityYou display creative and innovative thinking to deliver best in class CX You will demonstrate a sense of urgencyCommunication & Managing ExpectationsYou actively listen and interpret key information from and to clients, customers, colleagues and service partnersYou manage and exceed expectations by prioritizing tasksYou can tailor your message to different stakeholders to ensure that the correct message is receivedYou will strive to anticipate needs and exceed expectationsYou will communicate to provide required information as well as offer prompt resolutionsService ExcellenceYou demonstrate and role model the key behaviours of service excellence.You continually go above and beyond the expectation of your team and stakeholdersYou preempt the work required ensuring you are always delivering high levels of serviceBe flexible and open minded and positively adapt to any reasonable changes to your role (duties & responsibilities) proposed by your line manager and/or the ClientHigh Quality WorkYou continuously look to improve the quality of your work and ensure quality controlYou demonstrate excellent organizational and time management skillsProductivity & EfficiencyYou challenge where you see that time is wasted and tasks could be delivered more efficiently by focusing your energy on those tasks that are within your controlPossess excellent oral and written communication skillsAbility to produce detailed building management reportsCollaborationYou have strong trusting relationships and promote a culture of information sharing and cross working relationshipsYou will create a positive and collaborative working environmentAdditional InformationService ExcellenceYou are results and impact focused and go the extra mile to deliver the best CXYou show reliance, even when under pressure and during challenging timesYou have an excellent change management mindsetPersonal DevelopmentYou actively request, take on board and action any feedback to develop, as well as provide positive and constructive feedback to CX teamYou seek out and attend relevant personal and professional development such as training courses, new projects and assignmentsProfessional Conduct & IntegrityYou are aware and can identify where professional conduct and integrity should be challenged, and act as a role model and advocate Colliers valuesDiversity & InclusionYou are involved in the Balance in Business initiatives for the organization and promote a culture of inclusivity free of bias, calling out inappropriate behaviours and conductCommunityYou represent community groups at internal and external events and look at how the onsite CX team can have an impact to the wider internal and external community.Colliers International provides equal employment opportunity to all persons. No employee or applicant for employment will be discriminated against because of race, creed, origin, marital status, sexual orientation, age, otherwise qualified disabled or veteran status or any other characteristic protected by law.Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. #J-18808-Ljbffr