Customer Experience Manager

Customer Experience Manager

Location: Gloucestershire
Working Pattern: Permanent, 36-40 hrs a week, Mon-Fri
Salary: 30-32k

We're looking for a dynamic Customer Experience (CX) Manager to help us build an exceptional destination where memorable moments happen every day. This pivotal role involves collaborating with our property management transformation team to ensure our properties thrive through outstanding customer experience, a strong sense of community, appealing amenities, and integrated technology. You'll drive onsite marketing initiatives, taking charge of our social media, designing engaging digital screen content, and crafting comprehensive engagement plans to achieve top-tier occupier satisfaction.

• Create bespoke CX enhancement plans to drive positive outcomes and customer retention
  * Create, plan, and execute community, occupier & social value engagement initiatives working closely with the Beyond leadership team
  * Launch & maintain property social media handles, create and maintain a social media content planner
  * Manage and administer the customer services portal and app to drive engagement and adoption by the estate community
  * Maintain and produce CX specified reports (pre and post-execution data), illustrating operational statistics/data, etc.
  * Obtain and evaluate CX feedback from customers, guests, and stakeholders, draft improvement action plans
  * Identify opportunities to enhance the customer experiences by being innovative and creative
  * Increase client, customer, guest, and service partner loyalty and achieve the highest satisfaction ratings
  * Map property customer journeys in order to identify CX enhancement opportunities
  * Deliver a warm hospitality-style welcome and a fond farewell to clients, customers, and guests, ensuring they receive a unique experience throughout their time at the property
  * Establish team spirit and collaboration
  * Lead by example and inspire wider onsite teams
  * Basics done better - Ensure the fundamentals of customer service are followed and delivered to the highest standards
  * Track, oversee, and optimize all customer interactions to build strong relationships with all stakeholders
  * Follow Beyond: Front of House standard operating procedures and guidelines
  * Respond to telephone or email inquiries from internal or external clients in a professional manner, ensuring appropriate follow-up on any actions as required
  * Ensure property guest management processes are strictly followed
  * Actively participate and support all Beyond: Front of House initiatives to elevate customer experience delivery
  * Ensure temporary team members are trained as per Beyond: Front of House standards and maintain training records
  * Firmly abide by Beyond: Front of House dress code and personal presentation policy
  * Log any property faults/issues with the Facilities Management team
  * Carry out daily/weekly walkarounds to personally engage with the occupiers
  * Practice quality assurance inspections (internal & external)
  * Ensure you perform your duties to the highest degree of dedication and commitment

Randstad CPE values diversity and promotes equality. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. We encourage and welcome applications from all sections of society and are more than happy to discuss reasonable adjustments and/or additional arrangements as required to support your application.

Candidates must be eligible to live and work in the UK.

For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business.