about 23 hours ago
The M&G account is CBRE' largest single account in the UK. On the Facilities Management side we have a team of 60 colleagues delivering on the Office, Industrial and Retail portfolio (OIR) and a further 50+ colleagues delivering on 11 Shopping Centres throughout the UK. The role will be to help enhance CBRE's place activation and customer experience proposition. The Host Experience Services approach provides a dedicated team of hospitality-trained individuals who innovate, activate and manage building touch points to deliver delight to occupiers and visitors. Our approach is to create holistic end-to-end solutions for our clients and their tenants. Host is CBRE's people-led, technology-enabled customer experience platform which combines on-site, hospitality-centered service delivery with an experience app acting as an enabler to bring community management to life. The CBRE Host platform provides people, experiential services, products and technology providing tenants with the amenities and services that matter most to them. Thoughtfully curated roles and responsibilities allow service propositions to be fully aligned, driving engagement and business functionality across a property. Key Responsibilities It is expected that the successful individual will:
Lead the delivery of the annual place and customer experience strategy on behalf of the client and building manager, ensuring activation remains within set budget.
Manage and build customer engagement communications, experiential activities, and events programme with support from the wider Place and Customer Experience team.
Plan all aspects of customer events including health & safety and logistics considerations.
Manage pre-event preparation and oversee events activation on the day.
Own and manage the content within CBRE's digital platform, Host, ensuring content is always on brand, relevant and engaging to customers.
Curate local content for on-site and off-site suppliers and businesses.
Provide service updates to occupiers reflecting operational needs/changes.
Create content linking into the wider customer experience events and campaigns.
Build strong relationships and network with on-site and off-site partners to help support the delivery of the place and customer experience strategy. .
Responsible for the delivery of the annual voice of the customer survey programme by working in collaboration with the client, Place & Customer Experience Team and Building Manager.
Review and report all customer engagement, marketing activities, events, and surveys using data analytics to measure success, identify issues and improvement recommendations.
Act as the Customer Service and Host champion for occupiers, and the on-site teams to ensure service excellence is always delivered e.g. running colleague engagement/training sessions for customer service.
Attend and input into client meetings to report on the delivery of the place and customer experience strategy and its deliverables.
Customer focused individual with strong customer service and events management experience.
Flexible, warm, and engaging, able to assess circumstances, empathise and proactively provide help.
Highly motivated and enthusiastic, able to work well as part of a small team supporting colleagues, as well as using their own initiative.
Innovative with the ability to remain calm an approachable under pressure.
Excellent written and verbal communication skills, able to communicate effectively verbally and in writing (including the production of online content).
Excellent organisational skills, strong attention to detail, ability to manage workloads and prioritise and co-ordinate demands ensuring all deadlines are met.
Confident in analysing and presenting data including budgetary control.
Comfortable with embracing any new technologies, software applications and digital tools; Host app, databases, social networking, handheld mobile technologies.
Sound experience of Microsoft Office.
Be adaptable to evolve with changing demands of a fast-growing business service line.
A flexible approach to working hours to suit the needs of the business and our clients.
Customer service/Event Management/Soft Skills training accreditation (desirable)
Understanding how the Real Estate industry operates and functions (desirable)