Customer Experience Manager
Customer Experience Manager
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Salary Not Disclosed
1 Vacancy
Job Description
Customer Engagement & Experience
Ensure firstclass service is consistently delivered across all customer touchpoints.
Lead by example inspiring and motivating the onsite teams to uphold high service standards.
Deliver a warm welcome and a professional farewell to clients customers and guests.
Develop and implement bespoke CX enhancement strategies to boost customer satisfaction and retention.
Proactively address customer queries resolve complaints effectively and escalate issues when necessary.
Organize community occupier and social value engagement initiatives fostering a vibrant and inclusive environment.
Ensure social media platforms for 19 Cornwall Street are actively maintained including creating and managing a content calendar.
Building Operations & Service Excellence
Oversee the daytoday management of 19 Cornwall Street ensuring seamless frontofhouse operations.
Conduct daily lobby hosting to maintain a welcoming and professional environment.
Maintain immaculate presentation of all frontofhouse areas.
Liaise with service partners manage contracts and ensure compliance with service specifications.
Monitor property CCTV for safety and security and act as fire manager in emergencies.
Assist with contractor management occupier liaison and organize necessary access arrangements.
Collaborate with the Facilities Management team to log and resolve property issues efficiently.
Ensure all health safety and compliance standards are met including maintaining S2 Riskwise records.
Data Analytics & Reporting
Track oversee and optimize customer interactions by gathering and analyzing feedback.
Maintain and produce key reports such as:
Customer experience initiatives plan (pre and postexecution data).
Occupancy insights and trends to support strategic decisionmaking.
Holiday planner and staffing reports to ensure consistent service levels.
Utilize CAFM reporting systems such as Meridien and RiskWise to track building management metrics.
Conduct customer journey mapping to identify CX enhancement opportunities.
Support the Facilities Management team with invoice processing and expenditure monitoring.
Qualifications :
Strong understanding of customer experience management property operations and stakeholder engagement.
Proven ability to analyze data generate reports and implement CXdriven improvements.
Excellent proficiency in Microsoft Office Suite (Outlook Word Excel PowerPoint).
Familiarity with CAFM reporting systems and compliance tracking tools is desirable.
Ability to effectively communicate with stakeholders at all levels both internally and externally.
Commercial awareness with a keen eye for identifying customer experience trends and service enhancements.
Additional Information :
As the Customer Experience Manager at 19 Cornwall Street youll play a pivotal role in shaping the future of customer engagement within a premier Birmingham property. This is a fantastic opportunity for an individual passionate about customer experience hospitality and operational excellence. If you thrive in a fastpaced peoplefocused environment wed love to hear from you!
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
