Customer Experience Manager

The role of the Customer Experience (CX) manager at Piccadilly Place is a dynamic and visionary role, working with (and reporting to) the Piccadilly Place property management transformation team, to create a vibrant and dynamic community for the estate. You will have the unique opportunity to build an exciting destination in the heart of Manchester, with customer experience, community, amenities, and technology at its core.

Must have:

• Events and Marketing experience within the hospitality sector
• Create bespoke CX enhancement plans to drive positive outcomes and customer retention
•  Create, plan and execute community, occupier & social value engagement initiatives working closely with the Beyond leadership team
•  Launch & maintain property social media handles, create and maintain a social media content planner
•  Manage and administer the customer services portal and app to drive engagement and adoption by the estate community
•  Maintain and produce CX specified reports (pre and post execution data), illustrating operational statistics/data etc.
•  Obtain and evaluate CX feedback from customers, guests and stakeholders, draft improvement action plans
•  Identify opportunities to enhance the customer experiences by being innovative and creative
•  Increase client, customer, guest and service partner loyalty and achieve the highest satisfaction ratings
•  Mapping property customer journeys in order to identify CX enhancement opportunities
•  Deliver a warm hospitality-style welcome and a fond farewell to clients, customers, and guests, ensuring they receive a unique experience throughout their time at the estate
•  Responsible for the overall performance of the onsite CX Team, including line management of the CX Team Members
•  Establish team spirit and collaboration
•  Lead by example and inspire wider onsite teams
•  Basics done better – Ensure the fundamentals of customer services are followed and delivery to the highest standards
•  Track, oversee and optimize all customer interactions to build strong relationships with all stakeholders
•  Follow Beyond: Front of House standard operating procedures and guidelines
•  Responding to telephone or email enquiries from internal or external clients in a professional manner, ensuring appropriate follow up on any actions as required
•  Ensure property guest management processes are strictly followed
•  Deal with complaints and offer prompt resolutions, escalate where necessary

Qualifications

•  Proactively design processes and preventive measures to eliminate any complaints and service delivery shortfalls
•  Ensure all front of house areas are always immaculately presented
•  Data processing and management of databases, ensuring accurate and timely import of information
•  Actively participate and support all Beyond: Front of House initiatives to elevate customer experience delivery
•  Ensure temporary team members are trained as per Beyond: Front of House standards and maintain training records
•  Firmly abide by Beyond: Front of House dress code and personal presentation policy
•  Log any property faults/issues with the helpdesk and inform the Facilities Management team
•  Carry out daily/weekly walk arounds to personally engage with the occupiers
•  Practice quality assurance inspections (from the inside and outside)
•  Ensure you perform your duties to the highest degree of dedication and commitment

Expertise & Professional Development

•  You are the ‘go to’ person in your area of expertise/specialty for questions from your colleagues, clients and customers
•  You are solutions focused, advising colleagues and stakeholders with solutions not problems
•  Excellent knowledge of MS Outlook, Word, Excel and PowerPoint
•  You demonstrate knowledge and awareness of property H&S and Compliance, building management, onsite service partner liaison & performance management.
•  You have events and/or marketing background in the hospitality sector

Commercial Awareness & Value Add

•  You are aware of the property’s financial and business objectives
•  You actively look for best practice ways of working, encouraging CX team interactions with clients, customers, guests and stakeholders
•  You are confidently able to implement Beyond: Front of House department’s onsite succession plan
•  You possess commercial awareness and awareness of latest customer experience market trends
•  You identify new initiatives for enhancing customer experiences

Innovative Thinking & Agility

•  You display creative and innovative thinking to deliver best in class CX  
•  You will demonstrate a sense of urgency

Communication & Managing Expectations

•  You actively listen and interpret key information from and to clients, customers, colleagues and service partners
•  You manage and exceed expectations by prioritizing tasks
•  You can tailor your message to different stakeholders to ensure that the correct message is received
•  You will strive to anticipate needs and exceed expectations
•  You will communicate to provide required information as well as offer prompt resolutions

Service Excellence

•  You demonstrate and role model the key behaviours of service excellence.
•  You continually go above and beyond the expectation of your team and stakeholders
•  You preempt the work required ensuring you are always delivering high levels of service
•  Be flexible and open minded and positively adapt to any reasonable changes to your role (duties & responsibilities) proposed by your line manager and/or the Client

High Quality Work

•  You continuously look to improve the quality of your work and ensure quality control
•  You demonstrate excellent organizational and time management skills

Productivity & Efficiency

•  You challenge where you see that time is wasted and tasks could be delivered more efficiently by focusing your energy on those tasks that are within your control
•  Possess excellent oral and written communication skills
•  Ability to produce detailed building management reports

Collaboration

•  You have strong trusting relationships and promote a culture of information sharing and cross working relationships
•  You will create a positive and collaborative working environment

Service Excellence

•  You are results and impact focused and go the extra mile to deliver the best CX
•  You show reliance, even when under pressure and during challenging times
•  You have an excellent change management mindset

Personal Development

•  You actively request, take on board and action any feedback to develop, as well as provide positive and constructive feedback to CX team
•  You seek out and attend relevant personal and professional development such as training courses, new projects and assignments 

Professional Conduct & Integrity

•  You are aware and can identify where professional conduct and integrity should be challenged, and act as a role model and advocate Colliers values

Diversity & Inclusion

•  You are involved in the Balance in Business initiatives for the organization and promote a culture of inclusivity free of bias, calling out inappropriate behaviours and conduct

Community

•  You represent Colliers & Longmead Capital in community groups at internal and external events and look at how the onsite CX team can have an impact to the wider internal and external community