Job description CEM
Your Role: Client Experience
Manager.Reporting to: New Centre Opening manager in the first instance until handover to Area General manager.
Direct reports: Assistant Client Experience Manager and Client Experience Assistant team.
Location: Central London – Wogan House
Prime Function: To lead and manage your team in hosting an outstanding client experience, driving first and lasting impressions and setting the highest quality industry led standards, in your building within the Landmark Space portfolio. You are responsible for overall client retention & occupancy, achieving the EBITDA through P&L management, delivering targeted revenue, and office sales.
As the CEM, you are a confident and engaging individual creating an environment where hospitality is key, it is essential that you have strong relationships with stakeholders, providing positive experiences for all clients, guests, suppliers, agents and brokers, visitors, colleagues, and Head office support teams. Continuous collaboration with the CX team, operations and facilities, sales, ancillary and finance teams, is essential to increase your Net promoter score, year on year.
Essential:
Ø To deliver and host an outstanding experience to everyone in your building from the start to end journey.
Ø To drive and demonstrate the Landmark Space company values every day, creating a collaborative, inclusive work environment.
Ø To accurately manage your team’s personal development, including the probation programme, performance reviews, monthly 1-2-1’s all recorded on the correct forms and XCD platform.
Ø Recognise your team and wider network of colleagues by nominating through the MCA awards scheme.
Ø Ensure your team have a professional image suited to the clients of your building.
Ø Escalate and effectively manage any ER issues with your AGM and the HR team.
Ø Maintain the security and cleanliness of the building environment, leading the team with a proactive client centric approach.
Ø Lead successful client event management planning and execution.
Ø Comply with all Health and safety practices, in conjunction with the operations and facilities team and company policy.
Ø Implement Landmark Space blueprint service standards, driving the team to consistently achieve.
Ø Responsible for the prompt resolution of client queries and complaints.
Ø Understand the output of the client Net Promoter Score survey for your building, taking ownership of the required actions needed for successful growth to improve your score.
Ø Ensure the voice of the client is at the forefront of your decision making, always be led by ‘what is the right thing to do for the client?’.
Ø Lead your team to consistently exceed client expectations to maximise conversion rates for existing and potential new clients.
Ø Manage the onboarding process key touchpoints throughout their term effectively, including the viewing, move-in, post move check-in, regular reviews, events and ancillary products.
Ø Responsible for the end-to-end renewal process, achieving the retention target in line with the financial budgets/forecast set by the business.
Commerciality:
Ø Demonstrate strong business acumen when forecasting future revenue and P&L management.
Ø Meet and endeavour to exceed the budgeted profit for your building.
Ø Identify opportunities to maximise revenue streams through ancillary products, expansions, and cross-building commercial options.
Ø Control budgeted expenditure for your building, efficiently monitoring the order levels of consumables and stock.
Ø Manage your assets to maximise your return on investment in line with your set budget.
Ø Maintain strong communication when managing projects relating to your building.
What else will you bring:
Ø Enthusiasm and pride to deliver all things dedicated to drive and evolve outstanding CX.
Ø A range of experience successfully leading and developing a team.
Ø The kind skills needed to build and maintain positive relationships with all stakeholders, and network with the wider teams within the business.
Ø Genuine interest in continuous learning and development for yourself and your team.
Ø A positive attitude that can easily adapt to an ever-changing environment.
Ø The ability to flex your style to different personalities, at various levels of seniority.
Ø A strong presence, credibility, and gravitas to confidently own the negotiation skills needed with clients and the Landmark Space senior teams.
Ø Diverse experience working in B2B and B2C, with a passion to succeed.
Ø Full ownership as a brand champion to positively push the boundaries for continued team, client and financial business growth.
Ø Openness to receive feedback with coaching that challenges the status quo to develop your potential performance.