Responsible for overall content/engagement (events, activities, amenities, social media) plans for properties across the Beyond portfolio.
Creating bespoke site plans and executing community, customer & social value engagement initiatives to elevate all customer interactions and build strong and loyal relationships.
Actively contribute towards ESG targets geared towards transforming the Beyond Portfolio for sound environmental performance and wellbeing.
You preempt the work required ensuring you are always delivering high levels of service.
You actively listen and interpret key information from and to clients, customers, colleagues, and service partners.
Maintain and up to date beyond service overview file
Conducting monthly documented 121s with each onsite team member, ensure all CX managers attend to discuss the engagement plans, social value data, success stories, feedback.
Maintaining and producing CX specified reports (pre and post engagement plans execution data), illustrating operational statistics/data etc.
Responsible for managing the Beyond direct recruitment process (job adverts, phone screening, interviews etc)
Ensure all SOPs are signed and sent back for approval.
Design and carry out occupier and guest satisfaction surveys, as well as mystery shopper audits.
You actively look for best practice ways of working, encouraging CX team interactions with clients, customers, guests, and stakeholders.
You continuously look to improve the quality of your work and ensure quality control.
Mapping customer journeys in order to identify CX enhancement opportunities
Ensure any new beyond assets are mobilized as per the standards
Carry out CX assessments at each property as specified
Launch & maintain property social media handles, create a social media content planner for each asset.
You will create a positive and collaborative working environment.
Recording and reporting success stories/case studies
Building a strong supplier database for occupier & community engagement events/activities
You will communicate to provide required information as well as offer prompt resolutions.
Design and maintain the CX Team Channel content
Research and source products and services as per business/client needs, submit costs proposals – managing expectations.
You actively request, take on board and action any feedback to develop, as well as provide positive and constructive feedback to CX team.
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.
Carry out walk arounds and inspections as appropriate when visiting sites, personally engaging with the customers.
Identify and propose new initiatives to enhance CX
You represent Colliers in community groups at internal and external events and look at how your CX team can have an impact to the wider internal and external community.
Ensure all CX managers draft a monthly social media report, review, and evaluate the quality assurance of the content.
Track, oversee and optimise all customer interactions across beyond assets to build strong relationships with all stakeholders (internal & external).
Make arrangements/book - travel, accommodation, F&B, meeting rooms etc as requested
Vlogs/Blogs – deliver vlogs and blogs as specified
Digital Marketing: Carry out any marketing tasks and produce digital content design as required –newsletters, proposals, MS office & canva, infographics – brand alignment
Lead by example and demonstrate best practices for all Beyond teams to follow and adhere.
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.
Regularly meet CX Managers on-site, especially on key event days to ensure the highest quality of service is delivered, interact, and engage with occupiers, guests etc.
Requirements
digital marketing
social media
foh
hospitality
cx reporting
2+ years
You are results and impact focused and go the extra mile to deliver the best CX.
At least 1 year of experience managing digital campaigns and events, with a grasp of social media platforms and community engagement.
You have strong trusting relationships and promote a culture of information sharing and cross working relationships.
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 are confidently able to execute Beyond: Front of House department’s onsite succession plan.
Ability to produce detailed CX reports.
Be flexible and open minded to positively adapt to any reasonable changes to your role proposed by your line manager and/or the Client.
You demonstrate excellent organizational and time management skills.