Customer Experience Manager

Colliers is a leading commercial real estate services company, providing a full range of services to real estate customers, developers and investors on a local, national and international basis. Services include real estate management, brokerage sales and leasing (landlord and tenant representation), valuation, consulting, project management, project marketing and research. We provide our services across the core sectors (office, industrial, retail and hotel) as well as many specialised property types.
The UK business is headquartered in London, with over 900 specialists throughout 16 offices across the UK and Ireland.

The role of the Customer Experience (CX) manager at G1 is a dynamic and visionary role, working with the G1 property management transformation team, to create a vibrant, dynamic, delivering memorable moments - everyday. CX Manager will have the unique opportunity to build an exciting destination in the heart of Glasgow, with customer experience, community, amenities, and technology at its core.
CX Manager will lead the onsite marketing initiatives by managing G1's social media handle, execute the digital screen content design, draft and deliver the engagement planner to ensure we achieve the highest occupiers satisfaction ratings.

Create bespoke CX enhancement plans to drive positive outcomes and customer retention

Create, plan and execute community, occupier & social value engagement initiatives working closely with the Beyond leadership team

Launch & maintain property social media handles, create and maintain a social media content planner

Manage and administer the 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), illustrating operational statistics/data etc.

Obtain and evaluate CX feedback from customers, guests and stakeholders, draft improvement action plans

Identify opportunities to enhance the customer experiences by being innovative and creative

Increase client, customer, guest and service partner loyalty and achieve highest satisfaction ratings

Mapping property customer journeys in order to identify CX enhancement opportunities

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

Establish team spirit and collaboration

Lead by example and inspire wider onsite teams

Basics done better – Ensure the fundamentals of customer services are followed and delivery to the highest standards

Track, oversee and optimize 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

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 Facilities Management team

Carry out daily/weekly walk arounds to personally engage with the occupiers

Practice quality assurance inspections (internal & external)

Ensure you perform your duties to the highest degree of dedication and commitment

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 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
Commercial Awareness & Value Add

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
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 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
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