Workplace Experience manager
4 weeks ago
Workplace Experience Manager
Account Management – Work Dynamics (Country, Region)
What this job involves:
Redefining user support
“Our customer—our priority” will be your tagline. Leading the Customer relationship and concierge desk operations team, you will lend your expertise in analyzing data, crafting infographic reports that present trends, and identifying areas for improvement.
You’ll also keep an eye out for fresh, innovative ideas, enhance connection with client associates, and extend insights to the FM Operations team. That said, you’ll come up with new ways to work with technology upgrades in the applications and share these with the tech team for implementation.
Being a core part of operations
Innovation is one of the secrets to your success as a Workplace Experience Manager.
In this role, you’ll support our account directors through your vast knowledge of data trends and critical information. Likewise, you’ll see to it that our stakeholders get periodic trainings to ensure that they are constantly up-to-speed with helpdesk tool. Not only that, you will also be involved in periodic calls about the performance matrix with the pan-India client and the FM operations team.
On top of these, you’ll take part in the CIWG competition to present your ideas. You will also set up the FM helpdesk in the new facilities, including the creation of the location in the tool; and, likewise, train the respective stakeholders.
You’ll also take charge of publishing both the daily SLA report and daily fulfilment report to the pan-India team. Using your superb Microsoft office skills, you will also craft PPT slides for MMR, QBR and ABR.
Overall Roll
The WESM will be part of the wider Workplace Experience Community and is responsible for leading the experience team in forging a lasting, open and collaborative relationship with clients through the delivery of a unique and authentic experience. Works closely with Site Leadership and our Client to understand the goals, objectives and focus areas for Experience Services on the account. Establishes challenging, realistic, and obtainable goals to guide the operation and performance of the service ambassador team. You will be involved in the implementation of all internal & and external communication strategies and events management in collaboration with the client’s leadership to drive a purposeful fusion of life and work based on authentic human experiences. Develop a strong relationship with the in-site stakeholders and an understanding of the needs of the colleagues to enhance the colleague experience. Building a sense of community within the workspace through a local event calendar (align to the regional calendar) Focus on user-centric hospitality, creating high-touch opportunities for people to connect in new and exciting ways that speak to Boeing's culture. Support in the creation of the Foundational Experience Design Guidelines playbook and integrate it as part of the Global Workplace Design Guidelines, to provide a holistic approach to the project implementation process. Train the WPX team on curating authentic client/employee/visitor experience across the site .Duties
& Responsibilities
Community Building
Experience Services Manager develops effective experience programming that enhances Client community that will:
Curate a meaningful and personal experience for client employees and visitors that anticipates and exceeds expectations. Develop location strategy documents that can be utilized by other functional teams to provide solutions Focus on user-centric hospitality, creating high-touch opportunities for people to connect in new and exciting ways that speak to their workplace culture. Create a fun and impactful client engagement strategy Engage with all guests, employees and key stakeholders Work with relevant parties on space management through data analytics Develop client support/feedback initiatives e.g. FAQ Build a community of ambassadors to deliver soft services that are authentic, caring and able to provide timely services Develop a strong relationship with the in-country client business stakeholders and an understanding of the needs of the colleagues to enhance the colleague experience. Deliver an un-compromised client colleague experience through curated events based on the employees’ interests. Build relationships with a workplace committee by engaging them through a monthly or quarterly forum. Drive and develop the community by organising social, engaging events that support the bank’s sustainability, diversity, equity, and inclusion goals. Understand the needs of the business and what drives the businesses you support. Support and collaborate with the Workplace Team to deliver the shared vision.Communication
Lead the development and implementation of all internal communication strategies in collaboration with client leadership with a focus on improving culture and employee engagement. Liaison with JLL team and client on soft service delivery Share regular event and celebration content through the client’s internal monitors, blog posts, newsletters and other communication channels. Create, and manage a leadership preference profile within the client account Adopt innovative communication strategies for visiting guests, dignitaries and employee events & feedback. Champion monthly meetings with stakeholders to enhance relationshipsEvent Management
Curate a meaningful and personal experience for client employees and visitors that anticipates and exceeds expectations. Provide an experience that is seamless and coherent across all channels and creates a positive connection of visitors and colleagues. Formulate a monthly calendar of events and implementation plan Build and maintain Standard Operating Procedures Organize facilities and manage all event details such as decor, catering, entertainment, transportation, location, invitee list, special guests, equipment, promotional material etc. Providing outstanding customer service and organize memorable events that exceed client expectations Propose ideas to improve event and service quality Develop an event planning process that is simple to adopt and implement Assist in the coordination of event orders with clients, team and vendors Develop and manage the vendor networkCandidate Specification
Experience
8+ years of relevant experience in customer service, events, sales, or related industries Prior experience in co-working, corporate real estate or start-up would be an advantage Proficient computer skills such as MS office and email etiquette Excellent communication skills (both verbal and written) University Degree holderTask Skills
Project management.
Events Management.
Training & development
Planning and organizing.
Strong social media literacy
Customer relationship management
Personal Skills
Possess an ambitious, friendly, proactive, positive, and can-do attitude with strong networking skills Have a strong customer-service mentality with a passion for customer experience An organised team player who can build positive relations with colleagues, clients and visitors Possess excellent interpersonal and communication skills Understand how to interpret user feedback to increase service levels and enhance key touch points. Be competent in translating feedback data to client. Be exceptionally organised and well-versed in multitasking Be able to handle pressure, think quickly and calmly Creative thinking with an open mind that is balanced by a strong sense of realism and practicality.Sound like you? To apply you need to be:
Well-versed in the field
Are you a graduate of any specialisation with eight years’ experience—or more—in customer services or data management? How about a solid background in continuous improvement initiatives, client engagement and report preparation? If yes, we’d love to chat with you
A relationship builder
Your excellent communications skills be handy when it comes to interacting with a wide range of client staff and demands. Does your PC literacy come with exceptional Microsoft skills? To couple these with, you should also be a great example of being a leader who can drive and follow through with improvement initiatives, and a team asset who can work effectively as part of a team.
What we can do for you:
At JLL, we make sure that you become the best version of yourself by helping you realise your full potential in an entrepreneurial and inclusive work environment. We will empower your ambitions through our dedicated Total Rewards Program, competitive pay and benefits package.
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