Customer Experience Manager

1 month ago


London, UK, United Kingdom GPE Full time

Reporting to the Flex Senior CX Manager and operating within our CX Team, the Customer Experience Manager role is key in helping us deliver a market-leading fully managed workplace experience, with the customer at its heart.


At GPE we are committed to excellence and consistently delivering the brilliant basics will demonstrate this. To do that, you will ensure our workplaces are clean, healthy, safe, and secure as standard. You will lead by example - delivering exceptional customer experiences and creating productive, enjoyable environments for our partners and customers to thrive in.


As our brand ambassador and "go-to" person onsite, you will be passionate about customer experience and will work with our Service Partners to achieve our goals - providing them with the direction and motivation to help us achieve more together.


Creating workplaces that provide memorable experiences is our priority, so it is vital that you promote and maintain positive relationships with our customers, partners, and local communities. To enable you to do this, you will take responsibility for the delivery of our workplace strategy, aiming to regularly exceed customer's expectations and embracing opportunities to identify and implement innovative ideas throughout the year.


Drawing on your own experience and knowledge of our customers, you will help shape the look and feel of our workplaces in a way that sets us apart from our competition, demonstrates the collaborative approach we take and that creates an open, fair, and inclusive environment for all.

You will be passionate and dedicated to delivering great customer and workplace experiences. You should enjoy finding new and innovative ways of doing things and will play a key role in driving a consistent approach to our workplace strategies across the GPE Fully Managed portfolio - helping us to implement a culture of continuous improvement and customer engagement.


Key Objectives


  • Responsible for the customer and workplace experience.
  • Responsible for day-to-day management of your Fully Managed GPE workplace.
  • Managing relationships and working collaboratively with key stakeholders - externally and internally from across our business(Portfolio, Finance, Health & Safety, Leasing)


Customer and Workplace Experience


Key responsibilities:


  • Responsible for delivering a premium, proactive, and enjoyable workplace experience to customers.
  • Lead by example - delivering a professional, fun, and focused service that aims to achieve customer retention, advocacy, and acquisition.
  • Position GPE as a partner of choice for our customers.
  • Ensure our amenity spaces remain fit for purpose and deliver on exceptional user experience.
  • Strengthen relationships with customers by proactively engaging with them, understanding their needs, and using anecdotal feedback to shape their experience with GPE.
  • Contribute to the annual customer survey process, taking responsibility for creating and implementing any resulting action plans.
  • Lead on customer onboarding and offboarding - ensure a smooth transition throughout.
  • Lead your workplace’s programme of events in line with GPE’s values and strategic objectives.


Financial Management


  • Responsibility for the management of our Op-Ex budget for your workplace. Assessing and highlighting any financial and commercial risk, setting of budgets annually and the ongoing management of the finances within budget parameters.
  • Regular reporting to the business on budget performance against forecast.


Commercial Planning, Sustainability & Wellness


  • Work in partnership with the GPE Fully Managed team, contributing to the strategy for your workplace, working to ensure this is aligned against our experiences and will achieve our customer and commercial objectives.
  • Proactively identify opportunities for innovation and areas where commercialisation initiatives can be introduced and tested.
  • Understand and promote additional services & opportunities that GPE could potentially offer customers.
  • Engage with engineering and sustainability teams to ensure your workplace is at optimal efficiency
  • Help to identify opportunities to reduce energy consumption and improve sustainability performance wherever possible.
  • Ensure any wellness criteria and objectives are understood, managed, and reported on throughout the year.
  • Work with local communities and our partners to identify opportunities to provide a platform to enterprises thot align with our business objectives.


Workplace Management


  • Ensure our amenity space, meeting room(s) and phone booth(s) are clean, healthy, safe, and secure.
  • Use your knowledge and experience to generate ideas and innovations that create exceptional workplaces and experiences for our customers.
  • Responsible for ensuring that the spaces we deliver allow our customers to feel more effective and successful in achieving their own business objectives with us.
  • Ensure any customer feedback received is captured and fed back into the wider business.


Service Partner Management


  • Responsible for managing the day-to-day delivery of all services (i.e., Housekeeping, maintenance, catering and security), liaising with the relevant team members to ensure standards are continuously set, discussed, and maintained.
  • Indirect management of any site-based service partners.
  • Ensure all service partners are regularly reviewed and thot SLA’s ore being pro- actively managed and reported on.


Decision-making


The role will have responsibility for making day-to-day decisions relating to the customer and workplace experience and service delivery within the asset(s) you are responsible for. These decisions could include (but will not be limited to) people, health and safety, finances, sustainability targets, technical delivery, service partner performance and workplace experience. You will be supported by the Customer Experience General Manager but should be comfortable to risk-assess situations and make decisions as and when required.


Key competencies


  • IOSH qualification preferred.
  • Customer Focus — Establishes and maintains effective customer relationships — dedicated to understanding customer requirements and meeting customer expectations.
  • Decision Making— Makes good and accurate decisions that ore valued when judged over time.
  • Courage and Resilience - Able to remain calm and positive under pressure. Positive influence in pressure situations. Recovers quickly from setbacks. Willing to make tough decisions and embrace tough situations.
  • Relationship building — Promotes a culture of together we thrive. Builds constructive and effective relationships, relating well to all kinds of stakeholders, internally and externally.
  • Curiosity and Innovation - Willing to consider and experiment with new ways of doing things. Encourages others to put forward innovative ideas. Prepared to take calculated risks and adopt innovative approaches.
  • Acting as a Role Model - Acts as a role model by being honest, open, and fair. Takes responsibility and inspires others by setting ambitious standards and by showing passion and commitment.
  • Teamwork — Encourages collaboration, cooperation, and trust within and across teams — balances own and team interests well.
  • Accountability and ownership — Personally, spotting issues or opportunities and taking accountability to ensure they are resolved and/or capitalised upon
  • Tenacity — Constantly and consistently pushing self and others for results— can be counted on to see things through.
  • Priority setting — Quickly sense what will help/hinder the accomplishment of a goal. Creates focus, eliminating roadblocks, spending time on what is important.



  • London,, UK, United Kingdom Bundl Full time

    Customer Experience ManagerAbout BundlBundl (formerly Sound Travel) is a pioneering disruptor in the event tourism market. We create official, ticket and hotel package experiences in partnership with event organisers and hotels. Bundl is a partnership platform that connects the event and hotel industries to create a zero risk, easy-to-implement new revenue...


  • London,, UK, United Kingdom Harnham Full time

    CUSTOMER EXPERIENCE MANAGER (CX)UP TO £55,000HYBRID WORKING – 1X DAY A WEEK IN ESSEX We're partnering with one of the fastest growing travel insurance organisations in the world. With a portfolio of brands covering the UK, Ireland and Australia, this is a great opportunity to work with a variety of data and really drive internal customer experience...


  • London,, UK, United Kingdom Ted Experience Full time

    This RoleOur mission is to change the lives of adult smokers and educate them about a better alternative to continued smoking – IQOS, a new reduced risk heated tobacco product.We have a team of 100+ Field Sales Executives nationwide, raising awareness of reduced risk products and selling the product to adult smokers within a controlled environment.As a...


  • London,, UK, United Kingdom The Barton Partnership Full time

    The company:A high growth, venture capital backed disruptor in the pet products market, D2C, vertically integrated across R&D, manufacturing, sales, and marketing. The opportunity:In this role, you will lead the vision and strategy for the end-to-end customer experience, with an obsessive focus on a customer-first approach. Reporting directly to the CXO and...


  • London,, UK, United Kingdom Ted Experience Full time

    About Ted Experience?People, Simplified.We do bespoke workforce solutions to sell, sample, demonstrate and audit for the world’s largest companies – optimised by Ted-technology.About The Role? We are seeking an experienced and dynamic National Field Sales Manager to head up our National field sales function and manage our key account. The successful...


  • London,, UK, United Kingdom Ted Experience Full time

    About Ted: At ted, we specialise in deploying large-scale workforces to drive sales, audits, and product demonstrations across the globe. Our operations are continuous, seamless, and precisely managed for some of the world’s leading companies and brands. Leveraging our cutting-edge ted-tech platform, we enable, manage, and report on these activities in...


  • London,, UK, United Kingdom Ted Experience Full time

    About Us at Ted Experience: Our mission - “Offering bespoke workforce solutions to sell, sample, demonstrate and audit for the world’s largest companies – optimised by Ted-technology.”At Ted, we blend expert staffing, innovative technology, and streamlined processes to remove the typical challenges associated with working with people at scale. We...


  • London,, UK, United Kingdom ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses Full time

    The Company:Privately owned London based SaaS solution focussed on advocacy across the company workforce.2-Year plan to become a market leader in the Employee Communication space with a major focus on both UK and US growth!Operating at a carbon neutral level for 2 years!The Opportunity:Joining a small, but globally spread CSM team, you will take ownership of...


  • London, UK, UK, United Kingdom deverellsmith Full time

    Role OverviewWe are looking for a Customer Experience Coordinator, supporting resident satisfaction at two premier London developments reporting to the Head of Customer Experience, you'll provide a seamless resident experience in collaboration with developers.Key ResponsibilitiesPrimary contact for residents, managing move-ins and addressing...


  • London, UK, United Kingdom myGwork Full time

    This job is with Mindshare, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly. Description Position at Mindshare Worldwide Customer Experience, Partner Job title: Customer Experience Partner, Owned SolutionsGroup: Mindshare...


  • London,, UK, United Kingdom The TalentPool Company Full time

    Customer Experience Lead Ecommerce experience is essentialOpportunity to develop quickly with this dynamic and exciting personal care businessSeeking candidates passionate about sustainability!My client is extremely passionate about eliminating single use plastics across the UK. Backed by leading consumer investment funds, they’re now scaling their brand...


  • London,, UK, United Kingdom Few&Far Full time

    Few&Far has teamed up with a Series A start-up based in London. Thy are looking for an ambitious, self-starting Customer Support Lead who is passionate about creating exceptional customer experiences and driving growth in a fast-paced, design-led, and iterative environment.This is a role for someone who loves the challenge of creating something from scratch...


  • London, UK, UK, United Kingdom Healthera Full time

    About Healthera: Healthera is a leader in digital health innovation, dedicated to revolutionizing the operating model of healthcare providers and creating the most modern, seamless experience possible for millions of patients in the UK and abroad.Our technology empowers patients to access faster medicine delivery and personalised local medical care....


  • London,, UK, United Kingdom SLS Recruitment Ltd Full time

    Customer Assistants (No experience Required)Looking for a role that will support you and develop your skills within customer facing environments?Fed up and want to start earning and gaining valuable experience? Sales / customer service - Based in the centre of London our clients well established company is currently recruiting for vibrant and enthusiastic...


  • London,, UK, United Kingdom Konversational - The ServiceNow Customer Workflow Experts Full time

    DIRECT APPLICATIONS ONLY. CLOSING DATE 29th NOVEMBER 2024It's not just about deploying ServiceNow; it's about accelerating real business outcomes. The real return on investment is realised by the customer after implementation.At Konversational, we are building a Managed Service team to work in partnership with customers, helping them realise tangible...


  • London,, UK, United Kingdom ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses Full time

    The Company:VC Backed Scale-up HR-Technology platform, working with some of the most recognised organisations on the planet!A platform designed to identify and support career growth for under-represented individuals.The Opportunity:Joining the growing customer facing team as a Customer Support Administrator, you will work closely with the wider client...


  • London,, UK, United Kingdom ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses Full time

    The Company:Privately owned high-growth MedTech solution helping drive clinical value and patient engagement!Looking to 5x their revenue by end of 2025 and close to securing Series-A funding!Customer Success focussed! Despite being a young business, they know that a Customer Centric direction is key!The Opportunity:Lead the Customer Success strategy for this...


  • London, UK, UK, United Kingdom WeAreAspire Full time

    Job Ad: Brand Experience ManagerOur client, a globally recognised leader in the premium and luxury sector, is seeking an experienced and innovative Brand Experience Manager to join their Global Marketing team.Role OverviewThe Brand Experience Manager will drive the development and execution of impactful strategies that elevate the brand experience across all...


  • London,, UK, United Kingdom Harnham Full time

    CUSTOMER INSIGHT MANAGERUP TO £70,000 + BENEFITSLONDONLarge insurance company is searching for a skilled Customer Insight Manager to join their team. In this role, the successful Customer Insight Manager will provide insights into end-to-end customer journeys, gathering insights from surveys and complaints to optimize customer journeys. THE COMPANY:The...


  • London,, UK, United Kingdom Harnham Full time

    CUSTOMER INSIGHTS MANAGER (CX)UP TO £70,000LONDONHarnham are working with a well-known financial services business, hiring for a Customer Insights Manager. The Customer Insight Manager will be responsible for building out a new function within the business, with the aim of turning measurement of CX into a science.THE ROLE:The Customer Insights Manager will...