Customer Experience Manager

 We are seeking a Customer Experience (CX) Manager to lead the customer engagement strategy at 19 Cornwall Street, Birmingham. This role is dedicated to delivering exceptional experiences for clients, customers, guests, and service partners by ensuring that every interaction within the property reflects excellence, efficiency, and warmth. The CX Manager will take full ownership of the day-to-day building operations, oversee data-driven customer insights, and continuously enhance the overall customer journey. Acting as an ambassador for Beyond: Front of House, the CX Manager will uphold best practices and drive service excellence.

Customer Engagement & Experience

• Ensure first-class service is consistently delivered across all customer touchpoints.

• Lead by example, inspiring and motivating the onsite teams to uphold high service standards.

• Deliver a warm welcome and a professional farewell to clients, customers, and guests.

• Develop and implement bespoke CX enhancement strategies to boost customer satisfaction and retention.

• Proactively address customer queries, resolve complaints effectively, and escalate issues when necessary.

• Organize community, occupier, and social value engagement initiatives, fostering a vibrant and inclusive environment.

• Ensure social media platforms for 19 Cornwall Street are actively maintained, including creating and managing a content calendar.

Building Operations & Service Excellence

• Oversee the day-to-day management of 19 Cornwall Street, ensuring seamless front-of-house operations.

• Conduct daily lobby hosting to maintain a welcoming and professional environment.

• Maintain immaculate presentation of all front-of-house areas.

• Liaise with service partners, manage contracts, and ensure compliance with service specifications.

• Monitor property CCTV for safety and security, and act as fire manager in emergencies.

• Assist with contractor management, occupier liaison, and organize necessary access arrangements.

• Collaborate with the Facilities Management team to log and resolve property issues efficiently.

• Ensure all health, safety, and compliance standards are met, including maintaining S2 Riskwise records.

Data, Analytics & Reporting

• Track, oversee, and optimize customer interactions by gathering and analyzing feedback.

• Maintain and produce key reports such as:

  • Customer experience initiatives plan (pre- and post-execution data).

  • Occupancy insights and trends to support strategic decision-making.

  • Holiday planner and staffing reports to ensure consistent service levels.

• Utilize CAFM reporting systems such as Meridien and RiskWise to track building management metrics.

• Conduct customer journey mapping to identify CX enhancement opportunities.

• Support the Facilities Management team with invoice processing and expenditure monitoring.

• Strong understanding of customer experience management, property operations, and stakeholder engagement.

• Proven ability to analyze data, generate reports, and implement CX-driven improvements.

• Excellent proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).

• Familiarity with CAFM reporting systems and compliance tracking tools is desirable.

• Ability to effectively communicate with stakeholders at all levels, both internally and externally.

• Commercial awareness, with a keen eye for identifying customer experience trends and service enhancements.

As the Customer Experience Manager at 19 Cornwall Street, you’ll play a pivotal role in shaping the future of customer engagement within a premier Birmingham property. This is a fantastic opportunity for an individual passionate about customer experience, hospitality, and operational excellence. If you thrive in a fast-paced, people-focused environment, we’d love to hear from you!