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Customer Engagement Manager

  • Location

    London

  • Sector:

    Trade / Retail

  • Job type:

    Permanent

  • Salary:

    Not Specified

  • Job ref:

    9677252126

  • Published:

    about 14 hours ago

  • Expiry date:

    2022-08-07

  • Client:

    CBRE

Job Description

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:

  • Work with the Place & Customer Experience team to define a client's place and customer experience strategy and support the Community Manager and co-ordinators to execute the strategy and associated initiatives (e.g. experiential activities and events programmes).

  • Implement the governance model, with the client and drive insights, measuring outputs and acting on them.

  • Work closely with the Community Manager and FM Operational Manager to ensure a well-managed place and customer experience strategy and support the development of strong relationships with customers to ensure the community team creates a positive image for the client's assets and its stakeholders.

  • Support the CX Manager in developing and deploying a CX toolkit for on-site management teams to drive place activation and customer experience excellence.

  • Oversight and help deliver customer experience training programmes to upskills on-site/front of house team e.g. our 11in10 training content.

  • Work closely with the CX Manager and Community Manager to help execute any 'Voice of the Customer' survey strategy for the client and/or survey programme for CBRE. This may include the conducting of online surveys, face-to-face interviews, group forums or mystery shopping and the analysis and playback of the results.

  • Undertake CX audits on key assets to produce a diagnosis and action plan for client's asset(s).

  • Support with the implementation of customer-led technology solutions and the ongoing management of content within such digital platforms (e.g. customer website/app), ensuring content is updated and remains relevant.

  • Proactively manage the team to ensure they seek and co-ordinate engaging content opportunities with customers, local businesses, suppliers, and partners, linking content into the wider place and customer experience strategy.

  • Record and report on the success of customer engagement, marketing activities, and events feeding into the Place & Customer Experience team, on-site management teams and clients.

  • Support office functions as required e.g. active involvement and recording of client meetings.

Candidate Description

  • Proven experience working in Customer Experience /Client Management roles.

  • Collaborative in nature, building strong relationships at all levels with ease.

  • Strong ability to motivate others, an effective delegator and influencer.

  • Customer research experience and strong analytical skills, including budgetary control.

  • Pro-active with proven experience of working under own initiative with exceptional results.

  • Ability to prioritise and co-ordinate demands efficiently ensuring all deadlines are met.

  • Excellent communication skills, including presenting to large audiences.

  • Excellent written and verbal communication skills, able to communicate effectively verbally and in writing (including the production of online content).

  • Customer focused individual with strong customer service and events management experience.

  • Flexible, warm, and engaging, able to assess circumstances, empathise and proactively provide help.

  • Strong PowerPoint and/or other presentation software skills

  • 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 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.

  • 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

  • Understanding how the Real Estate industry operates and functions (desirable)