Ideal Customer Experience Manager

Job Title:

Workplace Experience Lead

Job Description:

• Create a customer-centric experience for occupants and guests within the workspace.
• Serve as the main point of contact for daily workspace needs and provide guidance on workspace-related issues.
• Interface with teams regarding workspace activities at the site level.
• Drive consistent implementation and delivery of workspace services through nudge behaviors.
• Provide expert advice on space needs and options in alignment with workspace standards.

Major Responsibilities:

Transforming the Workspace Team:

• Deliver occupant delight through hospitality-oriented communication.
• Act as a trusted point of contact for workspace-related inquiries.
• Possess in-depth knowledge of the workspace and surrounding areas.
• Respond to issues and adjust the space as needed for optimal functionality.
• Serve as a basic counsel regarding space needs and changes.
• Foster proactive, dynamic, and agile team engagement.
• Build and maintain relationships with client business units and the neighborhood community.
• Escalate issues to management and continuously improve service delivery based on feedback.

Key Performance Indicators (KPIs):

Meet or exceed client expectations.

Client/Stakeholder Management:

• Assist in developing and managing client relationships.
• Collect and act on feedback from end-users to improve service quality.
• Regularly report any concerns or recurring patterns in feedback to management.

Leadership/Staff Management:

• Encourage teamwork, performance excellence, and personal success.
• Proactively manage and develop the team through performance assessments, training, and workload management.
• Develop a succession plan for key team members and vendors.

Operations Management:

• Establish and maintain proactive relationships with clients to ensure high-quality service delivery.
• Ensure all service requests are handled within KPIs.
• Periodically review reports and feedback to identify trends and make improvements.
• Plan and execute employee engagement events aligned with client expectations.
• Address facilities issues promptly and escalate when necessary.
• Conduct floor inspections to ensure cleanliness and maintenance standards are met.
• Liaise with departments to ensure timely delivery of services.
• Ensure operational processes are simplified and accurate for consistent service delivery.
• Align operations with financial processes and ensure proper financial management.
• Ensure compliance with health, safety, environment, and risk management policies.

Continuous Improvement:

Implement client-specific initiatives such as technology rollouts and benchmarking.

Participate in ad-hoc projects and other duties as assigned.

Candidate Specification:

Ideal Experience:

• 8+ years of experience in hospitality, hotel, aviation industry, or coworking spaces.
• Proven track record of initiating and implementing improvement initiatives to create efficiencies.
• Able to adapt in a fast-paced, changing environment and meet client needs.
• Strong analytical, organizational, and administration skills.
• Proficient in MS Office Suite.
• A Bachelor's degree or equivalent in Hotel Management, Business, or a related field is an added benefit.
• Excellent verbal and written communication skills.
• Experience in leading and managing a young millennial team.

Skills and Qualifications:

• Exceptional communication and interpersonal skills.
• Ability to lead and train a team effectively.
• Strong problem-solving and strategic thinking skills.
• Ability to handle ambiguity and solve complex problems.
• Analytical and quantitative approach to problem-solving.
• Ability to develop long-term solutions for recurring issues.

Personal Characteristics:

• Open-minded and willing to challenge the status quo.
• Confident and self-motivated individual.
• Natural communicator who enjoys engaging with diverse teams and stakeholders.
• Self-starter with a strong sense of honesty and trustworthiness.

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