CBRE Global Workplace Solutions is a leading global provider of integrated facilities and corporate real estate management. We are recruiting for a Customer & Community Experience Manager
Role Purpose
· To fulfil a leading role in managing and evolving the onsite customer experience for both employees and visitors at a large global R&D scientific facility.
· To lead and support the delivery of a program of communications to the community, including professional and inclusive customer focused events, services, and innovative virtual experiences for a distributed community
About the Role
· Based on a large R&D scientific campus the role will be highly visible and act as a key point of contact for both employees and visitors engaging with the site
· The Customer and Community Experience Manager will play a lead role in the operation of a flagship building onsite and will be required to build close working relationships with multiple stakeholders
· This person would be expected to gain a deep understanding of the company and their values, and help ensure that the community working both from home and across the campus connect to each other and the organisation
· The role holder will be expected to continually innovate, enhance and sustain the customer experience, and help develop an inclusive community at Jealott's Hill by supporting the Rec Club, corporate events and wider engagement initiatives
· The role will report to the UK Account Director and will be directly responsible for the day-to-day operation of concierge services, visitor management, hospitality and meeting rooms, ensuring the highest standard of welcome and onward experience for all
Key Duties and Responsibilities
Develop and implement the customer experience strategy and budget aligned to the business objectives
Manages all Front of House Services including FM Helpdesk to ensure the highest possible service at all times
Management of the catering contract delivered by the 3rd party supplier ensuring contract deliverables are met, which include the restaurant and hospitality catering
Liaises as necessary with catering provider with respect to catering requests for meeting and events
Conduct listening exercises to better understand client needs. Develops performance indicators, rhythm of business and methodology for performance management and continuous improvement
Develop or advise in development of resources and materials needed to facilitate change management associated with all in scope customer services programs
Provides formal supervision to individual employees within single functional or operational area. Approves subordinate's recommendations for staff recruitment, selection, promotion, advancement, corrective action and termination
Plans and monitors appropriate staffing levels and utilization of labor, including overtime.
Prepares and delivers performance appraisal for staff. Mentors and coaches team members to further develop competencies. Leads by example and models behaviors that are consistent with the company's values
Co-ordinates staffing rotas to ensure best use of resources at all times
Facilitates cross training to ensure team members can fulfil all roles across applicable functions
Demonstrates the Host values of leadership and great customer service, reflecting a warm, friendly professional greeting to all
Build trusting and strong relationships with Syngenta and CBRE community, as well as head of departments for other service lines, maintaining strong relationships with all parties
Using Host methods, collateral and support, enhance community aspect at Jealott's Hill through a number of engagement routes including but not limited to: communication, events, newsletters, CSR and customer initiatives
Coaches the team through training and developmental sessions, on topic such as great customer service, handling difficult situations, attention to detail etc
Constantly evaluating the service, technology and environment against trends in the wider marketplace, suggesting innovative ways of working and managing change projects
Reviews various customer experience services reports. Meets with CBRE management team and appropriate departments to discuss and resolve discrepancies
Collaborates with company and client IT teams to assess technology, training needs and implementation of program(s), training and tools for and clients
Measuring the operational service against the agreed SOPs and KPIs, presenting reports on performance and identifying risk areas
Researches, gathers and complies data and information for monthly and other reporting purposes. Updates and maintains files and records when required to do so
Oversees meeting and events bookings, with respect to appropriate planning, co-ordination and client liaison, ensuring a seamless experience for all participants. Trouble shoots and resolves complex client enquiries, following up to ensure satisfaction
Regularly carries out checks of concierge, FM and events areas, ensuring all are maintained to the required standards
Supports building tours, new employee orientations, and provides information and guidance to employees on building service
Responds to building user requests around customer experience services
Follows security procedures for the building and responds to emergency situations in a calm and efficient manner
Requires in-depth knowledge of financial terms and principles. Ability to calculate complex figures. Ability to forecast and prepare budgets. Conducts financial/business analysis including the preparation of reports
Performs other duties that may from time to time be required
Other Skills and Knowledge
An innovative and creative individual able to enhance the workplace experience for all employees and visitors with a warm and engaging demeanor and the ability to assess circumstances, empathize and offer help
Ability to comprehend, analyze, and interpret the complex business documents
Ability to respond effectively to the most sensitive issues
Ability to write reports, manuals, speeches and articles using distinctive style
Ability to make effective and persuasive presentations on complex topics to employees, clients, top management and/or public groups
Ability to motivate and negotiate effectively with key employees, top management, and client groups to take desired action
Decisions made with in-depth understanding and interpretation of procedures, company policies and business practices to achieve general results
Responsible for setting department deadlines
Qualifications
· A minimum of 5 years' experience of people management.
· A minimum of 5 year of related experience (e.g. Front Desk, Concierge, Hospitality, Room Management or Customer Services roles) is essential
· A minimum of 5 years' experience in events management
· Demonstrated ability to deploy and maintain a consistently high quality of service at scale
· Excellent writing and verbal communication skills
· Personable and collaborative with a track record of working successfully across teams.
· Warm and engaging demeanor. Ability to assess circumstances, empathize and offer help
· Embody the hospitality culture of Host service model
About CBRE Global Workplace Solutions:
As one of CBRE's core global businesses, Global Workplace Solutions (GWS) provides end-to-end services to occupier clients across the entire lifecycle of a building. Our teams help companies improve their operations and reduce costs, through expert facilities management, project management, real estate and energy and sustainability services. Our dedicated teams work across all industries, and support clients ranging from global Fortune 500 companies to single, iconic buildings.
CBRE Group, Inc. is the world's largest commercial real estate services and investment firm, with 2019 revenues of $23.9 billion and more than 100,000 employees (excluding affiliate offices). CBRE has been included on the Fortune 500 since 2008, ranking #128 in 2020. It also has been voted the industry's top brand by the Lipsey Company for 19 consecutive years and has been named one of Fortune's "Most Admired Companies" for eight years in a row, including being ranked number one in the real estate sector in 2020, for the second consecutive year. Its shares trade on the New York Stock Exchange under the symbol "CBRE.
Application Process:
Your application will be reviewed by our Talent Resourcing Team and you will be contacted if you have been successful in being short listed for the role.
Taking into consideration the costs of sponsorship, the nature of the role and the financial resources of the account in question, we are unable to offer sponsorship for this role.
No agencies please.
Please note: the job title shown above may be different to local job titles used in our business and issued on any contract of employment.
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