Estate Community Manager - London

MAPP is the UK’s leading specialist in commercial property and asset management, with over £30bn+ of property under management for a wide range of UK and overseas fund managers, REITs and property owners. We believe property management can be a force for good. That’s why we focus on making buildings work — not just for profit, but for people and the planet too. Through our Property Management framework, we help clients and occupiers navigate a rapidly changing landscape, delivering a fully integrated and genuinely holistic approach.

In February 2022, MAPP acquired RE-DEFINED to broaden the offer and resources required to scale in the fast-moving Flex industry. RE-DEFINED operates flex workspaces within a variety of clients' buildings. Services range from design and build to marketing and lettings, and of course pure operations; onboarding occupiers and delivering great services to occupiers, their staff and guests. While RE-DEFINED operates in many MAPP managed buildings, it also operates in those with other property managers in place, and as a result RE-DEFINED is growing rapidly, and we are hiring!

If this role excites you and you think you could make a difference here, we’d encourage you to apply — even if you don’t tick every box. We’re interested in people who want to do meaningful work, add real value, and be rewarded for their efforts in a genuinely great place to work. MAPP is an equal opportunities employer. All applicants must have the legal right to work in the UK by the start date of employment. MAPP does not provide immigration sponsorship.

Role Summary / Purpose and Scope

As an Estate Community Manager for RE-DEFINED, you will take charge of a new exciting and expanding portfolio of flex spaces across multiple buildings on The Portman Estate, known as Portman WorkWell. This is not just a traditional Community Manager role — it’s a unique opportunity to combine operational leadership with a strong customer-centric focus. You’ll become the main point of contact for occupiers and property managers across the portfolio, ensuring smooth operations, strong relationships, and a service that exceeds expectations.

In this role, you will serve as the Estate Community Manager, working closely with the Regional Manager and other key team members. Your responsibilities will span managing daily operations, overseeing building performance, ensuring compliance, and driving customer satisfaction across all the spaces you manage. As an Estate Community Manager, you’ll be entrusted with the entire lifecycle of occupier engagement, from their initial onboarding to maintaining their satisfaction as long-term tenants. You’ll play an instrumental role in ensuring that each building operates efficiently and remains a vibrant, high performing space for its occupants.

Skills, Knowledge and Values

• You are the Estate Champion! By being an advocate for the occupiers at every step, you'll help the rest of the team keep the customer at the heart of everything we do.
• Act as the main point of contact for occupiers and property managers, ensuring seamless communication, prompt resolutions and exceptional service across the portfolio.
• Take ownership of the occupier journey, cultivating strong relationships.
• Good interpersonal skills; acting as the main point of contact for customers and property managers across the portfolio.
• Strong operational leadership; able to lead day-to-day management of each centre to the highest standards.
• Health & Safety Legislation Compliance.
• Engaging proactively with the MAPP support functions and supply chain.
• Regularly reviewing all building amenities and engaging with occupiers through meetings and surveys to identify changes in requirements.
• Confidence in cost control management and supplier relationships.
• Self-motivated, diligent, enthusiastic and approachable with a strong customer-centric mindset.
• Experience in organising and hosting customer events, networking activities and community engagement initiatives, with the ability to create positive and memorable customer experiences.
• Monitoring statutory and internal compliance, including meeting MAPP policies and procedures, RICS and ISO standards and any statutory timelines and escalation requirements.

Values & Behaviour

• Exhibition of MAPP Values: Avoid Ambiguity, Appreciative, Adventurous, Authentic and Accountable.
• Self Management including showing initiative, being proactive and meeting deadlines.
• Embracing Change including Technology.
• Engaging with the Big Picture.
• Great service delivery including working in partnership with internal and external individuals and good communicating in written and verbally.
• Achieving Results and Prioritise Work including attention to delivery to all stakeholders.
• Innovative Solutions and Problem Solving.
• Developing Self and Others and willing to Learn.
• Interpersonal and Relationship skills capable of communicating at various levels including meetings with occupiers, client, supplier and wider stakeholders.
• Strong written and verbal communications including report writing.

Experience and Salary

• 3+ years experience working in a similar role.
• Working Hours: 9am - 5.30pm Monday - Friday.
• Salary Range (Based on Experience): £37,000 - £39,000 per annum, depending on experience.