Location: Gloucestershire
Working Pattern: Permanent, 36-40 hrs a week, Mon-Fri
Salary: 30-32k
We are looking for a dynamic Customer Experience (CX) Manager to help us build an exceptional destination where memorable moments happen every day. This pivotal role involves collaborating with our property management transformation team to ensure our properties thrive through outstanding customer experience, a strong sense of community, appealing amenities, and integrated technology. You will drive onsite marketing initiatives, manage our social media presence, design engaging digital screen content, and craft comprehensive engagement plans to achieve top-tier occupier satisfaction.
Core Responsibilities
1. Create bespoke CX enhancement plans to drive positive outcomes and customer retention
2. Develop and execute community, occupier, and social value engagement initiatives in collaboration with the Beyond leadership team
3. Launch and maintain property social media handles; create and manage a social media content calendar
4. Manage and administer the customer services portal and app to promote engagement within the estate community
5. Produce CX reports (pre- and post-implementation data), illustrating operational statistics and data
6. Gather and evaluate CX feedback from customers, guests, and stakeholders; draft improvement action plans
7. Identify opportunities to enhance customer experiences through innovation and creativity
8. Increase loyalty and achieve high satisfaction ratings among clients, customers, guests, and service partners
9. Map property customer journeys to identify CX enhancement opportunities
10. Provide a warm hospitality-style welcome and farewell to clients, customers, and guests, ensuring a memorable experience throughout their visit
11. Foster team spirit and collaboration among staff
12. Lead by example and motivate onsite teams
13. Ensure fundamental customer service standards are consistently met and exceeded
14. Track and optimize all customer interactions to strengthen stakeholder relationships
15. Follow Beyond: Front of House standard operating procedures and guidelines
16. Respond professionally to inquiries via telephone or email, ensuring appropriate follow-up
17. Adhere to property guest management processes
18. Support and participate in all Beyond: Front of House initiatives to improve customer experience
19. Ensure temporary team members are trained according to standards and maintain training records
20. Maintain compliance with dress code and personal presentation policies
21. Report property faults/issues to Facilities Management
22. Conduct daily/weekly walkarounds to engage with occupiers
23. Perform quality assurance inspections (internal and external)
24. Perform duties with dedication and commitment
Randstad CPE values diversity and promotes equality. We welcome applications from all sections of society and are happy to discuss reasonable adjustments or additional arrangements to support your application.
Candidates must be eligible to live and work in the UK.
For permanent vacancies, we act as an Employment Agency; for temporary/contract roles, as an Employment Business.
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