Customer Experience Manager - Front of House
Core
Lead and develop a team of Customer Experience professionals to deliver a five-star experience for occupiers, visitors, and stakeholders across a commercial real estate portfolio.
Role type
Senior Customer Experience Manager (Front of House)
Builds
Customer experience strategies, service standards, and vibrant workplace communities for commercial property occupiers.
Domain
Commercial Real Estate / Property Management
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership and development, customer journey analysis, stakeholder relationship management, operational excellence, hospitality management, performance management, strategic planning, data analysis, change management
Preferred skills
Commercial real estate expertise, mixed-use development experience, asset management background, influencing skills, continuous improvement mindset
Technologies
Microsoft Office (Outlook, Excel, Word, PowerPoint)
Responsibilities
Lead and motivate the Customer Experience team, drive delivery of customer experience programmes, review and improve customer journeys, gather and analyse customer feedback, produce and analyse performance reporting, implement initiatives to enhance satisfaction and efficiency.
Seniority
Senior, hands-on IC with team leadership