Customer Experience Manager
7 days ago
About the Company
An exciting new role has arisen for a Flex Customer Experience Manager to join the CX team at a highly respected central London property investment and development company quoted on the London Stock Exchange. The business focuses on acquiring, managing and repositioning properties – to unlock their full potential and value. This approach, combined with successful reading of the real estate market, continues to deliver great performance for shareholders and makes for a dynamic environment in which to work.
About the Role
The Flex Customer Experience Manager is responsible for delivering exceptional customer experiences and creating productive, enjoyable environments for the partners and customers to thrive in. You will be passionate about customer experience and will work with our Service Partners to achieve their goals. 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 the workplace strategies across the Fully Managed portfolio - helping to implement a culture of continuous improvement and customer engagement.
Key Responsibilities
Responsible for the customer and workplace experience
Responsible for the day-to-day management of your Fully Managed Workplace
Managing relationships and working collaboratively with Key stakeholders - externally and internally from across our business (Portfolio, Finance, Health & Safety and Leasing)
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.
Ensure our amenity spaces remain fit for purpose and deliver an exceptional user experience.
Financial Management
Responsible for the management of the 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 and Wellness
Proactively identify opportunities for innovation and areas where commercialisation initiatives can be introduced and tested.
Understand and promote additional services and opportunities that you could potentially offer customers.
Workplace Management
Ensure the amenity space, meeting rooms and phone booths are clean, healthy, safe and secure.
Use your knowledge and experience to generate ideas and innovations that create exceptional workplaces and experience for customers.
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 that the SLA's are being pro-actively managed and reported on.
Critical Skills and Experience Required
- IOSH qualifications preferred
- Customer focus - Establishes and maintains effective customer relationships, dedicated to understanding customer requirements and meeting customer expectations
- Good judgement and decision making
- Ability to remain calm under pressure, recovering quickly from setback and willing to make tough decisions.
- Builds constructive and effective relationships with key stakeholders
- Curious and innovative - be prepared to take calculated risks and adopt innovative approaches
- Inspire others, collaborative teamwork as well as taking accountability and ownership of their work.
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