Customer Experience Manager

2 days ago

Mumbai, Maharashtra, India beBeeDeputy Full time ₹ 1,20,00,000 - ₹ 2,00,00,000
Workplace Experience Specialist Role Overview

This role requires creating a customer-centric experience for occupants and guests within the workspace. As a Workplace Experience Specialist, you will be the primary point of contact for daily workspace needs, providing guidance on workspace-related issues, and driving consistent implementation and delivery of workspace services.

Main Responsibilities
  1. Create occupant delight through hospitality-oriented communication.
  2. Serve as a trusted point of contact for workspace-related inquiries.
  3. Possess in-depth knowledge of the workspace and surrounding areas.
  4. Respond to issues and adjust the space as needed for optimal functionality.
  5. Act as a basic counsel regarding space needs and changes.
  6. Foster proactive, dynamic, and agile team engagement.
  7. Build and maintain relationships with business units and the neighborhood community.
  8. Escalate issues to management and continuously improve service delivery based on feedback.
Client/Stakeholder Management
  1. Assist the workplace experience manager in developing and managing client relationships.
  2. Ensure that service levels meet or exceed expectations and Key Performance Indicators (KPIs).
  3. Collect and act on feedback from end-users to improve service quality.
  4. Regularly report any concerns or recurring patterns in feedback to the workplace experience manager.
Leadership/Staff Management
  1. Encourage teamwork, performance excellence, and personal success.
  2. Proactively manage and develop the team through performance assessments, training, and workload management.
  3. Develop a succession plan for key team members and vendors.
Operations Management
  1. Establish and maintain proactive relationships with clients to ensure high-quality service delivery.
  2. Ensure all service requests are handled within SLAs and KPIs.
  3. Periodically review reports and feedback to identify trends and make improvements.
  4. Plan and execute employee engagement events aligned with client expectations.
  5. Address facilities issues promptly and escalate when necessary.
  6. Conduct floor inspections to ensure cleanliness and maintenance standards are met.
  7. Liaise with departments to ensure timely delivery of services.
  8. Ensure operational processes are simplified and accurate for consistent service delivery.
  9. Align operations with financial processes and ensure proper financial management.
  10. Ensure compliance with health, safety, environment, and risk management policies.
Continuous Improvement
  1. Implement client-specific initiatives such as technology rollouts and benchmarking.
  2. Conduct data analysis reports when necessary.
  3. Oversee office premises and hospitality services.
  4. Participate in ad-hoc projects and other duties as assigned.
Candidate Specifications
  1. Ideal Experience: 8+ years of experience in hospitality, hotel, aviation industry, or coworking spaces.
  2. Proven track record of initiating and implementing improvement initiatives to create efficiencies.
  3. Able to adapt in a fast-paced, changing environment and meet client needs.
  4. Strong analytical, organizational, and administration skills.
  5. Proficient in MS Office Suite.
  6. Bachelor's degree or equivalent in Hotel Management, Business, or a related field is an added benefit.
  7. Excellent verbal and written communication skills.
  8. Experience in leading and managing a young millennial team.

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