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Program Manager EMEA

  • Location

    London

  • Sector:

    Trade / Retail

  • Job type:

    Permanent

  • Salary:

    Not Specified

  • Job ref:

    28711

  • Published:

    1 day ago

  • Expiry date:

    2025-08-13

  • Client:

    CBRE

Job Description

  • Strategically develop ideation on driving downloads and active use of the Host app, reduce churn, and increase customer satisfaction

  • Engage in a hands-on way with customers (large occupiers & landlords) and dedicated CBRE teams (a.k.a our internal clients) including: Experience and Facilities Management teams; Property Management teams to develop and implement customer success strategies

  • Align with Host's Hospitality team (Host Concierge professionals actually in the buildings) to ensure an integrated approach to delivering technology and hospitality services

  • Work with the Managing Director of Customer Success measure and report on key metrics and objectives

  • Partner with the Product team to ensure customer feedback is appropriately represented in the product roadmap

  • Align with the Sales team around client retention, cross-selling and up-selling opportunities

  • Acts as liaison between Host Platform Team, Account Team, and Client Stakeholders

  • Leads program strategy with an emphasis on meeting KPI's, identifying long term initiatives, and ongoing integration opportunities

  • Oversee the CMMS (Computerized Maintenance Management System) Administrator and related activities where ServiceInsight has been deployed; The CMMS Administrator manages performance metrics in accordance with account KPI's (Key Performance Indicators). The CMMS Administrator will be responsible for the CMMS technology, data integrity, and the applications support, evaluation, and training

  • Oversee the Business Analyst who is responsible for the managing of business analytic processes and strategies such as: data integration, operational reporting, ad-hoc analysis, dashboards, and data mining exercises

  • Ensure the portfolio data is maintained for all systems and ensuring data standards are maintained and controlled; The outputs of the data must be robust and cohesive to meet the contractual agreements for reporting account metrics

  • Define, implement, and constantly review change management processes necessary to effectively manage data integrity

  • Executes key client and platform support initiatives including troubleshooting and appropriate escalations

  • Facilitates meetings to review active and pending projects (project pipeline); Collaborates with core team to develop solutions and lead project team(s) through implementation and completion

Candidate Description

Experience Required:

  • Previous experience of workplace productivity app, ensuring a strong partnership between the client, account, and platform

  • Experience of managing key stakeholders across multiple client projects supporting the CMMS and technology analytics

  • Well versed in supporting B2B2E SaaS products who is passionate about customer service and engagement

  • This individual will have proven experience in technology customer success roles serving large-scale deployments (preferably to Fortune 1000 companies) in a fast paced, highly cross functional environment

Employer Description

CBRE Global Workplace Solutions is a leading global provider of integrated facilities and corporate real estate management. We are recruiting a Senior Program Manager EMEA, remote - any major EMEA city with primary travel hub.,

  • 25% travel required About CBRE Global Workplace Solutions: As one of CBRE's core global businesses, Global Workplace Solutions (GWS) provides end-to-end services to occupier clients across the entire lifecycle of a building. Our teams help companies improve their operations and reduce costs, through expert facilities management, project management, real estate and energy and sustainability services. Our dedicated teams work across all industries, and support clients ranging from global Fortune 500 companies to single, iconic buildings. CBRE Group, Inc. is the world's largest commercial real estate services and investment firm, with 2019 revenues of $23.9 billion and more than 100,000 employees (excluding affiliate offices). CBRE has been included on the Fortune 500 since 2008, ranking #128 in 2020. It also has been voted the industry's top brand by the Lipsey Company for 19 consecutive years, and has been named one of Fortune's "Most Admired Companies" for eight years in a row, including being ranked number one in the real estate sector in 2020, for the second consecutive year. Its shares trade on the New York Stock Exchange under the symbol "CBRE." Application Process: Your application will be reviewed by our Talent Resourcing Team and you will be contacted if you have been successful in being short listed for the role. Taking into consideration the costs of sponsorship, the nature of the role and the financial resources of the account in question, we are unable to offer sponsorship for this role. No agencies please.