The Place for Talent

About the opportunity:  

Purpose

The Customer Experience & Retail Marketing Manager is responsible for exploring, implementing and ensuring the success of events, activations and tenant engagement at our assets, working in collaboration and consultation with the Property Management team in VIC and other relevant stakeholders.

A customer-centric attitude, strategic agility, stakeholder engagement and the requisite technical expertise in communications and content creation is required to ensure success in this role.

What you'll be doing

This role is responsible for:

• The wholistic customer and community engagement strategy and execution including social sustainability, wellness, art, music, food and cultural experiences.

• Leveraging engagement on the Charli workplace app to create, grow and enhance the building and precinct communities via an integrated and strategic approach with all activations and communications.

• Driving and delivering consistent and exceptional customer experiences and informing the development and evolution of the overarching Customer Experience strategy for assets in VIC. 

• Preparation of reporting on activations and events as required by Group, Funds and ESG team.

• Driving the strategy and marketing plan for retail precincts within the portfolio.

• Supporting the asset leasing marketing strategy.

Strategy

• Ensuring alignment and integration of the Office portfolio Customer Experience strategy, asset brand, communication channels and event programs at the assets.

• Supporting the National Customer Experience Manager with delivery of the Customer Experience strategy.

• Delivering customer experience initiatives as developed by the National Customer Experience Manager.

• Assisting with driving customer satisfaction and supporting with tenant customer research programs where required.

• Understanding and managing audience segments and ensuring messaging is tailored accordingly.

• Assisting in enhancing and executing the Customer Experience strategy to grow tenant customer and community participation.

• Working with the Property and Marketing teams to drive engagement on Charli.

• Working with Property teams on development and implementation of asset specific engagement strategies and tenant engagement plans.

Communications

• Developing and implementing precinct and asset level communication and content plans for Charli, the asset websites, social media and other relevant communications channels.

• Ensuring communications channels are set up with templates and branded with asset, Charter Hall and / or Charli and in accordance with brand guidelines.

• Creating messaging and content that is on brand, encourages participation and community growth to support events, activations, campaigns and initiatives.

• Managing creative agencies for production of templates, messaging and communication materials where necessary.

• Feeding precinct news and images to Charter Hall for online news, LinkedIn and internal communications usage in a timely manner.

• Monitoring communication channels and providing analysis/insights to drive engagement, e.g. open rates of eDMs, event invites, portal click-throughs, etc.

• Supporting the Property Management team with customer and community materials that reflect the asset and Charter Hall brand.

Activations

• Forward planning and overseeing events and activations in conjunction with the Property Management team.

• Working with the broader Customer Experience team to identify synergies across the regional Office portfolio to drive economies of scale, maximise efficiencies, identify areas for improvement and leverage opportunities through partnership networks.

• Providing tenant customer relationship support for Customer Experience initiatives.

• Briefing and managing external event providers to facilitate asset level events (where required).

• Working with Building Management team and external event providers to ensure risk and EH&S assessments are complete for all events and activations.

Operational

• Updating and maintaining content within Charli including newsfeeds, building information, retail offers, events, concierge information and other content as required.

• Regular interaction with suppliers / contractors and ensuring service delivery is in line with Charter Hall’s commitment to customer service and high-quality experience.

• Understanding the role and impact of asset refurbishments and working with relevant stakeholders to manage processes and implement communications accordingly.

• Supporting a competitor analysis of Customer Experience programs across industry peers.

• Attending meetings with Charter Hall, tenant customers, contractors and other stakeholders as required.

• Managing and maximising relationships with partner providers and be across operational systems as required, such as but not limited to event providers, Ooh Media, CBRE Host / VTS, tenant portals, CRM, etc.

• Undertaking other duties and tasks as your manager may reasonably direct from time to time.

Benefits that matter

Our people share in our success. From employee share ownership to career development, we back our people for the long term.

• Wealth: Short and long-term incentives, salary continuance and crisis insurance, employee securities and salary packaging.
• Family: 20 weeks paid primary carers leave, 10 weeks secondary carers leave, parental transition support, school holiday programs.
• Well-being: Sonder 24/7 EAP, Tuesday breakfasts, wellbeing leave, WELL-accredited workplaces and AIA Vitality.
• Learning: On-the-job experiences, 24/7 online learning, mentoring and coaching.
• Leave: Birthday leave, purchased leave, volunteer leave, career breaks, fertility leave, and wellbeing leave.
• Community: Pledge 1%, volunteer leave, workplace giving and dollar matching
  

Why Charter Hall

As Australia’s leading diversified property funds manager, we bring together scale, expertise and a strong performance track record to deliver for our investors. What sets us apart is our active approach – managing funds, assets, leasing and development across Office, Industrial & Logistics, Retail, Diversified and Social Infrastructure to unlock long-term value.

We’re always looking ahead, exploring new ways to connect people, capital and opportunity. Backed by an entrepreneurial, collaborative and customer-focused culture, Charter Hall is a place where talented people can step up, contribute and make an impact.

Learn more: https://www.charterhall.com.au/

Ready to join us?
Apply now or reach out confidentially to Alex Smout ([email protected]) to help shape what’s next.