Customer Experience Manager

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Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong.  Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

Customer Experience Manager

Reporting to: Head of 105 Victoria Street

What this job involves:

By blending premium hospitality with the modern workspace, 105 Victoria Street is redefining the commercial office experience. This service-first philosophy is why we refer to both our corporate occupiers and on-site retail partners as "Customers", ensuring that everyone who works in, shops at or steps into our building enjoys a seamless, world-class environment.

You will act as the primary liaison for Customers, helping them seamlessly connect with the building amenities, including The Arena (3,800 sq ft multipurpose space) and The Garden (London’s highest urban farm). Working in partnership with the Community & Amenities Manager, you will ensure that retail activations, commercial programming, and corporate wellness align with the building's target certifications of BREEAM ‘Outstanding’ and WELL ‘Platinum’.

What your day-to-day will look like:

Customer Experience and Placemaking

- Supported by the Head of 105, define and ensure smooth implementation of the 105VS Customer Experience Strategy
- Plan and deliver Customer Welcome Sessions, not only as part of our Occupiers’ initial onboarding, but also ensuring there is a regular fortnightly session for all new starters
- Plan and deliver a year-round corporate events calendar focused on wellness, professional networking, seasonal activations and building-wide social events
- Liaise with the Community & Amenities Manager to enable the commercial booking and activation of common areas for Customers, including the Arena and The Garden.
- Establish and facilitate regular Customer feedback panels and focus groups, analysing trends and disseminating key insights across departments to inform asset strategy and continuously evolve the service offering
- Have oversight of the annual calendar of Customer and committee meetings, preparing and delivering comprehensive quarterly updates on customer engagement, app metrics and operational deliverables to ensure reporting and KPI requirements are met
- Lead the onsite FOH team and manage the appointed service partner to deliver a world-class, five-star welcome for all Customers and visitors, ensuring daily operations and service delivery are consistently measured and maintained against agreed monthly Key Performance Indicators (KPIs)

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Digital Community & Communications

- Lead the day-to-day content creation of the Workplace App, consistent with the 105VS brand, ensuring it is a high-value resource for our Customers
- Write and distribute engaging Customer communications, weekly newsletters and digital signage content to promote upcoming building activities and retail offers
- Provide content for social media campaigns to external creative and communications agencies
- Ensure all activities and good news stories are successfully communicated to the correct audiences via internal and external communication channels
- Support with creation of branded documents, presentations and other marketing collateral required by the wider team

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Social Value, Wellness, & Sustainability Integration

- Deliver Customer-facing wellness programmes and educational initiatives that support the building's BREEAM ‘Outstanding’ and WELL ‘Platinum’ ambitions
- Partner with the Community & Amenities Manager to connect corporate Customers with local Westminster charity initiatives, the 105VS Community Fund and corporate volunteering opportunities

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Financial & Operational Coordination

- Manage the Customer events, marketing and communications budget effectively throughout the service charge year
- Partner with the Community & Amenities Manager to assist with generating external and internal booking revenue through corporate event rentals, pop-ups, and commercial collaborations in designated common areas
- Collaborate closely with the 105VS Management Team and service partners to ensure seamless event logistics, health & safety compliance and risk assessment reporting

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Compliance & Risk Management

- Ensure all Customer activities comply with health and safety requirements, facility rules, and building policies
- Work with other Community Managers across the business to share best practice, knowledge and resources across multiple centres where appropriate

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Key Skills & Experience

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Essential

- Proven experience in corporate workplace experience, workplace hospitality, B2B marketing, or high-end event execution
- Demonstrated track record of delivering successful small-to-medium-scale events and networking programs
- Hands-on experience managing workplace applications, email platforms, and Content Management Systems (CMS)
- Exceptional presentation, verbal, and written communication skills with a natural ability to build corporate relationships
- Excellent IT skills and working knowledge of Microsoft Office.
- Strong verbal and numerical skills and be comfortable with report writing.
- Customer-service driven with excellent communication skills.
- High attention to detail and commitment to delivering exceptional customer service
- Excellent interpersonal and influencing skills who interacts effectively with colleagues and clients.
- Ability to work independently with minimal supervision when necessary.
- Ability to work under pressure, manage time and assist the team in meeting deadlines.
- Ability to work independently with minimal supervision whilst collaborating effectively as part of a team
- Flexible approach to working hours to accommodate occasional evening meetings or weekend events

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Desirable

- Previous experience working within a prestigious City of London mixed-use asset or a Grade A corporate headquarters
- Proficiency with design and presentation platforms such as Adobe Creative Cloud or Canva
- Familiarity with corporate wellbeing programs, environmental initiatives, and sustainable workplace trends

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#LI-JA1

Location:

On-site –London, GBR

Job Tags:

If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements.  We’re interested in getting to know you and what you bring to the table!

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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