Tenant Experience & Concierge Manager

The GPT Group; Melbourne; On-site; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Flexible working arrangements

Generous leave options

Parental leave: 22 weeks + childcare

Learning & Development programs

Wellbeing programs

Employee Referral Program

Job summary

The GPT Group in Melbourne is seeking a Customer Solutions Manager (CSM) at 530 Collins Street to lead and deliver the customer solutions strategy for the asset. You will be the primary contact for tenants and venues, ensuring premium service and presentation reflecting a best-in-class experience.

You will collaborate with Property Operations, Marketing & Customer Experience, and Flexible Workspace Solutions teams to deliver site-specific events, tenant engagement programs and exceptional

Qualifications

• 4+ years of experience in customer service, placemaking, marketing or events management.
• Tertiary qualification in marketing, communications or event management is desirable.

Responsibilities

• Serve as the asset's Service Ambassador and primary point of contact for customer activities and tenant queries.
• Deliver exceptional customer experiences by continuously enhancing service performance and the customer journey.
• Manage customer forums, events, onboarding communications and the property website; analyse customer behaviours and insights.
• Collaborate with Marketing & Customer Experience and Flexible Workspace Solutions to develop and deliver the asset's Customer Engagement Strategy.
• Act as place manager, overseeing space curation and maintaining presentation standards; build relationships with external partners.
• Lead and develop the Concierge Team to meet the building's service standards.
• Assist with Customer Engagement Program budget, including quarterly forecasting.
• Work with Operations to manage Tenant Work Requests and communicate outcomes to tenants.
• Coordinate Emergency Procedures and Training with Operations and Sustainability teams.

Skills

Customer service

Placemaking

Marketing

Events management

Education

Tertiary qualification in Marketing/Communications/Event management

Job description

The GPT Group in Melbourne is seeking a Customer Solutions Manager (CSM) at 530 Collins Street to lead and deliver the customer solutions strategy for the asset. You will be the primary contact for tenants and venues, ensuring premium service and presentation reflecting a best-in-class experience.

You will collaborate with Property Operations, Marketing & Customer Experience, and Flexible Workspace Solutions teams to deliver site-specific events, tenant engagement programs and exceptional