Customer Experience Manager

Overview

Colliers is a global leader in commercial real estate services, providing strategic solutions to occupiers, developers, and investors at local, national, and international levels. Our services include brokerage sales and leasing, real estate management, valuation, consulting, project management, project marketing, and research. We operate across core sectors such as office, industrial, retail, and hotel, as well as a range of specialized property types. Colliers UK is headquartered in London, with over 1,200 professionals across 16 offices in the UK and Ireland.

The role of the CX Manager at The Forum is a dynamic and visionary role, working with the property management transformation team, to create a vibrant, dynamic, delivering memorable moments – everyday. The CX Manager will have the unique opportunity to build an exciting destination in the heart of the city, with customer experience, community, amenities, and technology at its core. The CX Manager will lead onsite marketing initiatives by managing The Forum’s social media handle, execute the media façade content design, and draft and deliver the engagement planner to ensure we achieve the highest occupier satisfaction ratings.

Responsibilities

• Basics done better – Ensure the fundamentals of customer services are followed and delivery to the highest standards
• Deliver a warm hospitality-style welcome and a fond farewell to clients, customers, and guests, ensuring they receive a unique experience throughout their time at the property
• Actively assist with marketing initiatives and viewing activity
• Coordinate with all key stakeholders including the hotel to maximise value for the community
• Create, plan and execute community, occupier & social value engagement initiatives working closely with the Beyond leadership team
• Launch & maintain property social media handles, as well as maintain a social media content planner
• Schedule and manage content for the external media façade as well as internal digital screen working closely with the site team, marketing partners and community stakeholders
• Manage and administer any customer services portal and app to drive engagement and adoption by the estate community
• Maintain and produce CX specified reports (pre and post execution data)
• Illustrate statistics on various matters such as occupancy level, energy consumption, specific BMS data, key deprivation areas
• Obtain and evaluate CX feedback from customers, guests and stakeholders, draft improvement action plans
• Increase client, customer, guest and service partner loyalty and achieve highest satisfaction ratings
• Mapping property customer journeys in order to identify CX enhancement opportunities
• Lead by example and inspire wider onsite teams
• Track, oversee and optimise all customer interactions to build strong relationships with all stakeholders
• Follow Beyond: Front of House standard operating procedures and guidelines
• Responding to telephone or email enquiries from internal or external clients in a professional manner, ensuring appropriate follow up on any actions as required
• Ensure property guest management processes are strictly followed
• Deal with complaints and offer prompt resolutions, escalate where necessary
• Proactively design processes and preventive measures to eliminate any complaints and service delivery shortfalls
• Ensure all front of house areas including the lounge are always immaculately presented
• Data processing and management of databases, ensuring accurate and timely import of information
• Firmly abide by Beyond: Front of House dress code and personal presentation policy
• Log any property faults/issues with the Facilities Management team
• Carry out daily/weekly walk arounds to personally engage with the occupiers
• Practice quality assurance inspections (internal & external)

Qualifications

• Expertise & Professional Development
  • You are the ‘go to’ person in your area of expertise/specialty for questions from your colleagues, clients and customers
  • You are solutions focused, advising colleagues and stakeholders with solutions not problems
  • Excellent knowledge of MS Office and social media platform management
  • You demonstrate a keen interest in new technology and adoption strategies
  • You have FOH/Events background in the hospitality sector
• Commercial Awareness & Value Add
  • You are aware of the property’s financial and business objectives
  • You actively look for best practice ways of working, encouraging CX team interactions with clients, customers, guests and stakeholders
  • You are confidently able to implement Beyond: Front of House department’s onsite succession plan
  • You possess commercial awareness and awareness of latest customer experience market trends
  • You identify new initiatives for enhancing customer experiences
• Innovative Thinking & Agility
  • You display creative and innovative thinking to deliver best in class CX
  • You will demonstrate a sense of urgency
• Communication & Managing Expectations
  • You actively listen and interpret key information from and to clients, customers, colleagues and service partners
  • You manage and exceed expectations by prioritizing tasks
  • You can tailor your message to different stakeholders to ensure that the correct message is received
  • You will strive to anticipate needs and exceed expectations
  • You will communicate to provide required information as well as offer prompt resolutions
• Service Excellence
  • You demonstrate and role model the key behaviours of service excellence
  • You continually go above and beyond the expectation of your team and stakeholders
  • You preempt the work required ensuring you are always delivering high levels of service
  • Be flexible and open minded and positively adapt to any reasonable changes to your role proposed by your line manager and/or the Client
• High Quality Work
  • You continuously look to improve the quality of your work and ensure quality control
  • You demonstrate excellent organizational and time management skills
• Productivity & Efficiency
  • You challenge where you see that time is wasted and tasks could be delivered more efficiently by focusing your energy on those tasks that are within your control
  • Possess excellent oral and written communication skills
  • Ability to produce detailed building management reports
• Collaboration
  • You have strong trusting relationships and promote a culture of information sharing and cross working relationships
  • You will create a positive and collaborative working environment
• Additional Information
  • You are results and impact focused and go the extra mile to deliver the best CX
  • You show reliance, even when under pressure and during challenging times
  • You have an excellent change management mindset
• Personal Development
  • You actively request, take on board and action any feedback to develop, as well as provide positive and constructive feedback to CX team
  • You seek out and attend relevant personal and professional development such as training courses, new projects and assignments
• Professional Conduct & Integrity
  • You are aware and can identify where professional conduct and integrity should be challenged, and act as a role model and advocate Colliers values
• Diversity & Inclusion
  • You are involved in the Balance in Business initiatives for the organization and promote a culture of inclusivity free of bias, calling out inappropriate behaviours and conduct
• Community
  • You represent community groups at internal and external events and look at how the onsite CX team can have an impact to the wider internal and external community.

Additional Information

Colliers International provides equal employment opportunity to all persons. No employee or applicant for employment will be discriminated against because of race, creed, origin, marital status, sexual orientation, age, otherwise qualified disabled or veteran status or any other characteristic protected by law.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.