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Workplace Experience Transformation Manager

  • Location

    London

  • Sector:

    Trade / Retail

  • Job type:

    Permanent

  • Salary:

    Not Specified

  • Job ref:

    22328

  • Published:

    about 20 hours ago

  • Expiry date:

    2025-12-02

  • Client:

    CBRE

Job Description

The Workplace Experience Transformation Manager will design, develop, and implement a program to transform workplace experience services for our client, with the objective to increase employee well-being, personal productivity, customer satisfaction and overall organizational effectiveness. The ideal candidate will have a strong background in hospitality management, customer service improvement and workplace operations. They must be able to challenge the way we work and seek continuous improvements - focus on art of modern hospitality, service mind-set, creativity, and agility - play an active part in re-imagining services. In this role, you will co-design, innovate and manage the implementation of the transformation program and act as the lead interface for key stakeholders, ensuring that the program aligns with both client needs and company objectives. Role Summary:

  • Manage the development and implementation of the Workplace Experience Transformation Program

  • Program includes, but not limited to: Operational Service Excellence, Sites Assessment, Outcomes Analysis and Solutions Design, Experience Journey Mapping, Operational Teams Training and Development, Community Engagement and Recognition, Amenities, Enabling Technology, Wellness, Transportation and Commute, Food Services, Mail & Document Services, Office Supply Management, Moves, Changes, Space Reset, Entrance Screening Protocol and Workplace Onboarding

  • Leverage best practices to determine what materials are needed by leading gap analysis, research, and benchmarking

  • Lead, manage and develop customer service strategies and initiatives

  • Review and adapt guides and training materials to for program implementation

  • Review, adapt and deliver bespoke hospitality and service standards training

  • Develop performance indicators, rhythm of business, client specifications and methodology for performance management and continuous improvement

  • Identify opportunities for continuous improvement and innovation to the service offering

  • Partner with key stakeholders to understand their strategic goals, priorities, and desired outcomes

  • Act as the 'voice of customer' within the CBRE account organization / change champion & transformation lead

  • Continue to keep informed about developments within the Experience Services industry, and networks with in-company subject matter experts to bring world-class solutions

  • Candidate must be able to challenge the way we work and seek continuous improvements - focus on art of modern hospitality, service mind-set, creativity, and agility - play an active part in re-imagining services

  • Review operational processes and revise as required to meet account objectives and client demands

  • Improve processes associated with customer experience including journey mapping, SLA reporting, end-to-end mind-set, handling client queries and escalations

  • Coordinate team resource in collaboration with Operational Site Leadership Team to ensure appropriate staffing levels and arrange cover where required via agency supplier, to include recruitment and selection based on the company recruitment processes

  • Motivate and guide the CBRE team to achieve new levels of customer service - plan and organize training and development, ensuring compliance with CBRE and client standards

  • Promote a positive "one team" approach across the account and beyond, help the team to further develop trusting relationships and encourage knowledge sharing; motivate teams to work towards common goals

  • Risk management - in relation to the role, identify and assess the risks that may prevent achievement of objectives

Candidate Description

  • Multiple years of operational management experience gained within world-class hospitality, high-end facilities management, or premium corporate environment

  • Experience in planning and delivering programmed activities with demonstrated ability in delivering results

  • Service transformation experience is highly desired

  • Business acumen with strong contract, vendor management, and negotiation skills

  • Client focused, demonstrating ability to provide and drive excellent customer service.

  • Creative thinker with ability to implement new processes

  • Strong verbal and written communication skills in German and English

  • Ability to respond effectively to the most sensitive issues

  • Ability to write reports, manuals, speeches, and articles using distinctive style; Ability to make effective and persuasive presentations on complex topics to employees, clients, top management and/or public groups

  • Ability to motivate and negotiate effectively with key employees, top management, and client groups to take desired action

  • Have a positive attitude and a strong sense of urgency in resolving any issues that may arise

  • Requires knowledge of financial terms and principles; Ability to calculate complex figures; Conducts financial/business analysis including the preparation of reports

  • Proficient with Microsoft Office Suite products such as Word, Excel, PowerPoint, Visio, SharePoint, OneNote, Outlook, etc; Comfortable with and embracing of new technologies and digital tools

  • Ability to work flexible work schedules based on client needs

  • Ability and willingness to travel

  • Ability to work independently

Employer Description

CBRE Global Workplace Solutions is a leading global provider of integrated facilities and corporate real estate management. We are recruiting a Workplace Experience Transformation Manager to join the team located in Basel, Switzerland., 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., CBRE Global Workplace Solutions (GWS) works with clients to make real estate a meaningful contributor to organizational productivity and performance. Our account management model is at the heart of our client-centric approach to delivering integrated real estate solutions. Each client is entrusted with a dedicated leader and is supported by regional and global resources, leveraging the industry's most robust platform. CBRE GWS delivers consistent, measurably superior outcomes for our clients at every stage of the lifecycle, and across industries and geographies.