Community Manager

Community Manager

At PROception we pride ourselves in offering an exemplary welcome to our clients, combining the three key disciplines of reception, concierge and security.

Reporting to the Customer Experience Manager and operating within our Customer Experience Services Team, the Community Manager role is key in helping us deliver a market‑leading fully managed workplace experience, with the customer at its heart.

As our brand ambassador and “go‑to” person on site, you will be passionate about customer experience and will work with our Service Partners to achieve our goals – providing them with the direction and motivation for success.

You will be responsible for the delivery of our workplace strategy, aiming to regularly exceed customers’ expectations and embracing opportunities to identify new ideas and innovations throughout the year. The role involves:

• Customer and Workplace Experience
• Financial Management
• Commercial Planning, Sustainability and Wellness
• Workplace Management
• Service Partner Management
• Decision‑Making
• Key Responsibilities
• Live by our Company Values

Key Objectives

• Responsible for the customer and workplace experience.
• Responsible for day‑to‑day management of your fully managed GPE workplace.

Customer and Workplace Experience

• Support the Customer Experience Manager with the day‑to‑day running of the site.
• Deliver a premium, proactive and enjoyable workplace experience.
• Lead by example, delivering a professional, fun and focused service that aims to achieve customer retention, advocacy and acquisition.
• Position GPE as a partner of choice for our customers.
• Ensure our amenity spaces remain fit for purpose and deliver an exceptional user experience.
• Strengthen relationships with customers by proactively engaging with them, understanding their needs and using anecdotal feedback to shape their experience.
• Support on customer onboarding and off‑boarding – ensuring a smooth transition throughout.
• Lead the customer events programme in line with GPE’s values and strategic objectives.
• Proactively utilise our helpdesk systems to log and monitor ongoing issues and jobs.

Financial Management

• Manage events and amenity space spend within the relevant budget.
• Regularly report to the Customer Experience Manager on budget performance against forecast.

Commercial Planning, Sustainability and Wellness

• Work in partnership with the GPE Customer Experience Manager to contribute to the strategy for your workplace, ensuring alignment with our experiences and achieving customer and commercial objectives.
• Identify opportunities for innovation to elevate our current offering.
• Promote additional services & opportunities that GPE could offer customers.
• Collaborate with local communities and partners to provide a platform to enterprises that aligns with our business objectives.

Workplace Management

• Maintain safe, healthy, secure amenity spaces, meeting rooms and phone booths.
• Carry out regular on‑floor checks to ensure all areas meet standards.
• Support mobilisation on new floors and buildings.
• Generate ideas and innovations that create exceptional workplaces.
• Ensure spaces enable customers to achieve their business objectives.
• Capture and feed back any customer feedback into the wider business.

Service Partner Management

• Manage day‑to‑day delivery of all services (housekeeping, maintenance, catering, security) and liaise with relevant team members to maintain standards.
• Handle indirect management of site‑based service partners.
• Support the Customer Experience Manager in reviewing service partners and ensuring SLAs are pro‑actively managed and reported on.

Decision‑Making

• Make day‑to‑day decisions with guidance from the Customer Experience Manager regarding customer and workplace experience and service delivery.
• Assess situations and make decisions as needed.

Key Responsibilities

• Customer focus – establish and maintain effective customer relationships.
• Decision making – make good, accurate decisions valued over time.
• Courage and resilience – remain calm under pressure and recover well from setbacks.
• Relationship building – promote a culture of teamwork and build constructive relationships with stakeholders.
• Curiosity and innovation – consider and experiment with new ways.
• Act as a role model – be open, honest and fair.
• Takes responsibility and inspires others by setting high standards and showing passion.
• Teamwork – encourage collaboration and trust within and across teams.
• Accountability and ownership – personally spot issues and take accountability.
• Tenacity – push self and others for results.
• Priority setting – sense what helps goal accomplishment and create focus.

Live by our Company Values

• We achieve more together.
• We are committed to excellence.
• We are open and fair.
• We embrace opportunity.

Additional Information

• Seniority level: Not Applicable
• Employment type: Full‑time
• Job function: Marketing and Sales
• Industry: Facilities Services
• Location: London, England, United Kingdom