Customer Experience Manager

Overview

Lead CX initiatives, community engagement and digital media for The Forum property.

Key Responsibilities

• social media
• portal management
• content scheduling
• journey mapping
• data visualization
• cx reporting

Tasks

-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 -Launch & maintain property social media handles, as well as maintain a social media content planner -Manage and administer any customer services portal and app to drive engagement and adoption by the estate community -You preempt the work required ensuring you are always delivering high levels of service -Responding to telephone or email enquiries from internal or external clients in a professional manner, ensuring appropriate follow up on any actions as required -Deal with complaints and offer prompt resolutions, escalate where necessary -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 -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 -You identify new initiatives for enhancing customer experiences -Ensure property guest management processes are strictly followed -Mapping property customer journeys in order to identify CX enhancement opportunities -Track, oversee and optimise all customer interactions to build strong relationships with all stakeholders -Illustrate statistics on various matters such as occupancy level, energy consumption, specific BMS data, key depravation areas -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. -You actively look for best practice ways of working, encouraging CX team interactions with clients, customers, guests and stakeholders -Practice quality assurance inspections (internal & external) -Proactively design processes and preventive measures to eliminate any complaints and service delivery shortfalls -Increase client, customer, guest and service partner loyalty and achieve highest satisfaction ratings -You are the ‘go to’ person in your area of expertise/specialty for questions from your colleagues, clients and customers -Obtain and evaluate CX feedback from customers, guests and stakeholders, draft improvement action plans -You can tailor your message to different stakeholders to ensure that the correct message is received -Create, plan and execute community, occupier & social value engagement initiatives working closely with the Beyond leadership team -Data processing and management of databases, ensuring accurate and timely import of information -Actively assist with marketing initiatives and viewing activity. -You will communicate to provide required information as well as offer prompt resolutions -Lead by example and inspire wider onsite teams -Log any property faults/issues with the Facilities Management team -You actively listen and interpret key information from and to clients, customers, colleagues and service partners -Maintain and produce CX specified reports (pre and post execution data) -You actively request, take on board and action any feedback to develop, as well as provide positive and constructive feedback to CX team -Co-ordinate with all key stakeholders including the hotel to maximise value for the community. -Carry out daily/weekly walk arounds to personally engage with the occupiers -You continuously look to improve the quality of your work and ensure quality control -You will create a positive and collaborative working environment -Ensure all front of house areas including the lounge are always immaculately presented

Requirements

• commercial awareness
• communication
• ms office
• reporting
• change management
• hospitality

What You Bring

-You possess commercial awareness and awareness of latest customer experience market trends -You are solutions focused, advising colleagues and stakeholders with solutions not problems -Be flexible and open minded and positively adapt to any reasonable changes to your role (duties & responsibilities) proposed by your line manager and/or the Client -You demonstrate and role model the key behaviours of service excellence. -Possess excellent oral and written communication skills -You demonstrate a keen interest in new technology and adoption strategies -You have an excellent change management mindset -You manage and exceed expectations by prioritizing tasks -Ability to produce detailed building management reports -You are aware of the property’s financial and business objectives -Excellent knowledge of MS Office and social media platform management -You have FOH/Events background in the hospitality sector -You display creative and innovative thinking to deliver best in class CX -You are results and impact focused and go the extra mile to deliver the best CX -You demonstrate excellent organizational and time management skills -You are aware and can identify where professional conduct and integrity should be challenged, and act as a role model and advocate Colliers values -You seek out and attend relevant personal and professional development such as training courses, new projects and assignments -You have strong trusting relationships and promote a culture of information sharing and cross working relationships

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About Colliers

-A global leader in real estate and infrastructure, evolving from regional roots. -Diversifies services across real estate, engineering, and investment management. -Handles high-value transactions and manages large-scale infrastructure projects. -Offers comprehensive advisory and consulting services globally.

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