Job Specifications
Company Description
Colliers is a global leader in commercial real estate services, providing strategic solutions to occupiers, developers, and investors at local, national, and international levels. Our services include brokerage sales and leasing, real estate management, valuation, consulting, project management, project marketing, and research. We operate across core sectors such as office, industrial, retail, and hotel, as well as a range of specialized property types.
Colliers UK is headquartered in London, with over 1,200 professionals across 16 offices in the UK and Ireland.
The role of the Customer Experience (CX) manager at The Forum is a dynamic and visionary role, working with the 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 city, with customer experience, community, amenities, and technology at its core.
CX Manager will lead the onsite marketing initiatives by managing The Forum's social media handle, execute the media facade content design, draft and deliver the engagement planner to ensure we achieve the highest occupiers satisfaction ratings.
Job Description
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 facade 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)
Qualifications
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
About the Company
Colliers is a global diversified professional services and investment management company. Operating through three industry-leading platforms—Real Estate Services, Engineering, and Investment Management—we have a proven business model, an enterprising culture, and a unique partnership philosophy that drives growth and value creation. For 30 years, Colliers has consistently delivered approximately 20% compound annual returns for shareholders, fueled by visionary leadership, significant inside ownership and substantial recurrin...
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