Flexible workspace solutions provider require an experienced Client Experience Manager to join their team. Salary up to £45,000 plus fantastic benefits including company bonus, 25 days holiday, raising to 28 days, your birthday off and an enhanced occupational healthcare package.
The Client Experience Manager will lead and manage your team in hosting an outstanding client experience, driving first and lasting impressions and setting the highest quality industry led standards, in your building. You are responsible for overall client retention & occupancy, achieving the EBITDA through P&L management, delivering targeted revenue, and office sales.
As the CEM, you are a confident and engaging individual creating an environment where hospitality is key, it is essential that you have strong relationships with stakeholders, providing positive experiences for all clients, guests, suppliers, agents and brokers, visitors, colleagues, and Head office support teams.
Essential:
- Deliver and host an outstanding experience to everyone in your building from the start to end journey.
- Drive and demonstrate the Landmark Space company values every day, creating a collaborative, inclusive work environment.
- Accurately manage your team's personal development, including the probation programme, performance reviews, monthly 1-2-1's all recorded on the correct forms and XCD platform.
- Ensure your team have a professional image suited to the clients of your building.
- Escalate and effectively manage any ER issues with your AGM and the HR team.
- Maintain the security and cleanliness of the building environment, leading the team with a proactive client centric approach.
- Lead successful client event management planning and execution.
- Responsible for the prompt resolution of client queries and complaints.
- Understand the output of the client Net Promoter Score survey for your building, taking ownership of the required actions needed for successful growth to improve your score.
- Ensure the voice of the client is at the forefront of your decision making, always be led by ‘what is the right thing to do for the client?'.
- Manage the onboarding process key touchpoints throughout their term effectively, including the viewing, move-in, post move check-in, regular reviews, events and ancillary products.
- Responsible for the end-to-end renewal process, achieving the retention target in line with the financial budgets/forecast set by the business.
Commerciality:
- Demonstrate strong business acumen when forecasting future revenue and P&L management.
- Meet and endeavour to exceed the budgeted profit for your building.
- Control budgeted expenditure for your building, efficiently monitoring the order levels of consumables and stock.
- Maintain strong communication when managing projects relating to your building.
What else will you bring:
- Enthusiasm and pride to deliver all things dedicated to drive and evolve outstanding CX.
- A range of experience successfully leading and developing a team.
- The kind skills needed to build and maintain positive relationships with all stakeholders, and network with the wider teams within the business.
- A positive attitude that can easily adapt to an ever-changing environment.
- The ability to flex your style to different personalities, at various levels of seniority.
- A strong presence, credibility, and gravitas to confidently own the negotiation skills needed with clients.
- Diverse experience working in B2B and B2C, with a passion to succeed.
- Openness to receive feedback with coaching that challenges the status quo to develop your potential performance.
Hours:
Monday - Friday (the building operating hours are 07:00 - 21:00 and working hours will be on a rota)