Customer Experience Manager

• 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.
• Co-ordinate 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 depravation 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)

• 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

• 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

• You display creative and innovative thinking to deliver best in class CX
• You will demonstrate a sense of urgency

• 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

• 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 (duties & responsibilities) proposed by your line manager and/or the Client

• You continuously look to improve the quality of your work and ensure quality control
• You demonstrate excellent organizational and time management skills

• 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

• 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

• 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

• 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

• 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 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

• 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.

Colliers International