Workplace Experience Manager

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CBRE Global Workplace Solutions is a leading global provider of integrated facilities and corporate real estate management. We are recruiting a Workplace Experience Manager to join the team located in London. The successful candidate will manage the integration between Property Management and Hospitality Services on behalf of the client thus ensuring a superior client experience.

Key Responsibilities:

1. Oversight of office spaces as well as users' journey and experience across the building
2. Working closely with client On Site Solutions (OSS) senior stakeholders
3. Point of escalation for operational issues across campus both UK and rest of EMEA
4. Manage/ support implementation of agreed initiatives to ensure that the goal is achieved to specification, timescale, and budget.
5. Support teams in the management of Hospitality vendors across EMEA using KPIs and industry knowledge.
6. Support new site transitions including onboarding of hospitality vendors where needed.
7. Ensure quality, statutory, and legislative compliance and consistency of service via delivery work streams, in alignment with client expectations.
8. Develop and manage client On Site Solutions (OSS) service delivery, maintaining operational and commercial compliance in accordance with client and CBRE expectations.
9. Continually seek to improve client satisfaction, demonstrated through approved key performance indicators and maintaining current performance levels in an ever-changing business environment
10. Demonstrate sound understanding of current legislation, environmental and quality related issues, including sustainability and its impact on energy
11. Closely work across all clients On Site Solutions (OSS) service lines in a collaborative manner
12. Provide problem solving solutions to client team.
13. Create and maintain strong and positive relationships across all clients On Site Solutions (OSS) service lines.
14. Support to EMEA sites as needed.
15. Raise, review and approval of permits.

Building Users' Experience & Engagement

1. Communication across all building's users and senior on-floor stakeholders on all client On Site Solutions (OSS) activities taking place that have a business impact.
2. Users' engagement and support across all divisional spaces
3. To actively support and facilitate divisional initiatives as needed and requested.
4. Point of escalation for the building's occupants with any client On Site Solutions (OSS) operational queries/issues (PTC, London)

Vendors & Contractors Management

1. Vendors support from a client On Site Solutions (OSS) perspective of ad hoc services available in Plumtree Court
2. Facilitating/ managing vendors/ contractors' access to PTC
3. Client One Site Solutions (OSS) support for ad hoc requests
4. Management of vendors/ contractors (and budgets) in line with client service delivery expectations
5. Oversee outputs from vendor working to improve and manage the end-to-end process, agree formal service levels, review the Visitor journey / experience.

Events & VIP Visits

1. Management of requests for FM service delivery for events taking place in PTC
2. Encourage collaboration and cooperation across all vendors/ teams.
3. Coordinating necessary FM & Engineering activities with CBRE operational/ management teams to ensure effective 'joined up' delivery of services.
4. Requesting quotes, managing, and gaining approvals for ad hoc FM and Engineering services that entail costs.
5. Raising FM POs according to costs occurred and tracking to budget.
6. Closely work with hospitality and events teams to resolve any operational FM/ Engineering issues across conference centre and hospitality spaces.
7. Collaborating with hospitality/ events team on building new processes and procedures spanning across all vendors/ spaces

Essential Skills:

1. Strong Customer Service background with previous experience in 4/5-star Hospitality/FM industry
2. Passionate about customer service and keen to develop FM knowledge.
3. Firm understanding of delivering exceptional customer service.
4. Diplomacy in a demanding, fast-moving customer focused environment
5. Ability to interact successfully at all levels of seniority within client account/the firm.
6. Excellent communication skills
7. Excellent Microsoft Office skills i.e., Excel and PowerPoint
8. Experience in managing budgets.
9. Proactive, self-motivated energy with a positive can-do attitude and friendly demeanor
10. Flexible, team orientated and good organizer.
11. Proficiency to follow up on multiple issues/queries simultaneously.
12. Good Health and Safety knowledge

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.

Please note: the job title shown above may be different to local job titles used in our business and issued on any contract of employment.

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