Customer Experience Manager

The role of Customer Experience (CX) manager is to create a CX enhancement strategy for their property to achieve the highest Client, Customer, guest and service partner satisfaction. CX manager is responsible to assess every interaction touchpoint with a mindset to deliver the most memorable experiences. CX manager will lead by example and be a role model for the onsite teams. CX manager will act as advocate for Beyond: Front of House brand by maintaining best practices

• Basics done better – Ensure the fundamentals of customer services are followed and delivery to the highest standards
• Lead by example and inspire wider onsite teams
• Deliver a warm welcome and a fond farewell to clients, customers and guests
• Responsible for the day to day operation of the building
• Track, oversee and optimize all customer interactions to build strong relationships with all stakeholders
• Establish team spirit and collaboration
• Increase client, customer, guest and service partner loyalty and achieve highest satisfaction ratings
• Create bespoke CX enhancement plans to drive positive outcomes and customer retention
• 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
• Ensure all front of house areas are always immaculately presented
• Data processing and management of databases, ensuring accurate and timely import of information
• Identify opportunities to enhance the customer experiences by being innovative and creative
• Actively participate and support all Beyond: Front of House initiatives to elevate customer experience delivery
• Ensure temporary team members are trained as per Beyond: Front of House standards and maintain training records
• Firmly abide by Beyond: Front of House dress code and personal presentation policy
• Log any property faults/issues with the helpdesk and inform the Facilities Management team
• Obtain and evaluate CX feedback from customers, guests and stakeholders, draft improvement action plans

• Mapping property customer journeys in order to identify CX enhancement opportunities
• Proactively design processes and preventive measures to eliminate any complaints and service delivery shortfalls
• Build professional relationships with clients, customers, guests and stakeholders
• Maintain and produce specified reports such as onsite holiday planner, CX initiatives plan (pre and post execution data) etc.
• Be prepared to work on reception to cover for any gaps in security hours and cover for breaks
• Plan and execute community, occupier & social value engagement initiatives working closely with the Beyond leadership team (design property content planner for each of the above sections)
• Launch & maintain property social media handles, create a social media content planner
• Ensure you perform your duties to the highest degree of dedication and commitment
• Practice lobby hosting on a daily basis as specified by the property management leadership team
• Monitor property CCTV to ensure safety and security is maintained.
• Carry out property quality assurance checks at the property (inside and outside) as specified by the RFM
• Ensure the lobby and guest lounge is tidy and well presented at all times
• Keep (S2 Riskwise) risk and compliance updated
• Assist the RFM with processing of invoices, and monitoring of expenditure
• Be helpful and assist marketing agents to show potential new occupiers vacant spaces
• Act as fire manager in fire emergencies
• Assist RFM in preparing emergency planning and business continuity documentation.
• Management of contractor
• Be the occupier liaison, hold occupier meetings and organize any occupier access as required  

Expertise & Professional Development

• • 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 Outlook, Word, Excel and PowerPoint
  • You demonstrate knowledge and awareness of property H&S and Compliance, building management, onsite service partner liaison & performance management.
  • You are willing to learn CAFM reporting systems such as Meridien, RiskWise.
  • Demonstrate understanding of the service charge
  • Understanding of service contracts and assist with putting together service specifications for purpose of tenders.
  • Maintain elogbooks and use permit to work system

Commercial Awareness & Value Add

• • You are aware of the building’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 execute 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

Innovative Thinking & Agility

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

Communication & Managing Expectations

• • 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

Service Excellence

• • You demonstrate and role model the key behaviors 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

High Quality Work

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

Productivity & Efficiency

• • 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

Collaboration

• • 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

Service Excellence

• • 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

Personal Development

• • 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

Professional Conduct & Integrity

• • You are aware and can identify where professional conduct and integrity should be challenged, and act as a role model and advocate Colliers values

Diversity & Inclusion

• • 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

Community

• • 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