Customer Experience Manager - Commercial

Our client is a dynamic team part of global real estate, is seeking an enthusiastic and driven Customer Experience Manager to support the delivery of customer experience products and services as part of various client customer experience strategies.

Duties and Responsibilities

• Develop and implement customer experience strategies to improve satisfaction and retention.
• Analyze customer feedback and data to identify trends and areas for improvement.
• Collaborate with product, marketing, and sales teams to ensure a seamless customer journey.
• Conduct regular training sessions for staff on customer service best practices.
• Monitor customer engagement metrics and prepare reports for senior management.
• Act as a point of contact for customer escalations and ensure timely resolution of issues.
• Lead initiatives aimed at enhancing the customer experience across multiple touchpoints.
• Support in the growth of the customer experience division financial targets.
• Implementation of customer experience products and services with a view to improving occupier satisfaction.
• Maintain and evolve client's occupier satisfaction index.
• Maintain outstanding levels in the client satisfaction.
• Working with the Senior CX Strategy Director and CX Lead, co-ordinate and support the delivery of various projects as part of client customer experience strategies.
• Support in the delivery and evolution of the clients CX methodology.
• Working on multiple quantitative and qualitative projects within the business and with clients, to provide insight.
• Build customer surveys and co-ordinate associated digital campaigns using CX platform Qualtrics.
• Present insight in a stimulating and engaging way which is suitable for the audiences it is aimed at and produce a clear set of identifiable actions.
• Engage with external research partners as appropriate and having ownership for these relationships.
• Build CX reporting and dashboards using CX platform Qualtrics and other business intelligence software.
• Support in delivering scoping/ discovery workshops in activities such as Customer Journey Mapping and Voice of the Customer programmes.
• Create Customer Journey Maps as required using mapping software Uxpressia or equivalent.
• Carry-out required fieldwork in the delivery of CX products such as Customer Journey Mapping, Voice of the Customer, CX Audits & Community Strategy.
• Active participation in the evolution of the CX methodology and suite of products and services that support it.
• Creation of client presentations and support with industry award and pitch documents

Your Experience

• A background in or exposure to the management of commercial real estate.
• Understand and appreciate the day-to-day operational challenges for managing agents, occupiers, property owners and community activation.
• You may have had relevant exposure to customer experience and wish to pursue a career within the discipline. It is essential that the individual understands CSAT (customer satisfaction) and NPS (Net Promoter Score) data collection, analysis, and related action planning.
• You need to be proficient in report writing and feel confident with direct interaction and communication with clients.
• You must have experience within Commercial Property
• 3+ years' experience within Marketing and Digital

Should you have the relevant skills and experience, we would love to hear from you today!