Customer Experience Manager

Colliers; Gloucester; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player seeks a dynamic Customer Experience Manager to transform a vibrant city center destination. This role involves leading marketing initiatives, managing social media, and enhancing customer satisfaction. The ideal candidate will have a strong background in hospitality and a passion for innovative customer experience strategies. Join a forward-thinking team dedicated to creating memorable experiences and fostering community engagement. If you thrive in dynamic environments and are driven by service excellence, this opportunity is perfect for you.

Qualifications

• Expertise in customer service and experience management.
• Proficient in digital tools and social media platforms.

Responsibilities

• Lead onsite marketing initiatives and manage social media channels.
• Enhance customer experience and satisfaction through engagement.

Skills

Customer Service Excellence

Social Media Management

MS Office Proficiency

Hospitality Management

Event Management

Data Analysis

Creative Problem Solving

Job description

Colliers is a global leader in commercial real estate services, providing strategic solutions to occupiers, developers, and investors at local, national, and international levels. Our services include brokerage sales and leasing, real estate management, valuation, consulting, project management, project marketing, and research. We operate across core sectors such as office, industrial, retail, and hotel, as well as a range of specialized property types.

Colliers UK is headquartered in London, with over 1,200 professionals across 16 offices in the UK and Ireland.

The role of the Customer Experience (CX) Manager at The Forum is a dynamic and visionary position, working with the property management transformation team to create a vibrant, memorable destination — every day. The CX Manager will have the opportunity to build an exciting city center destination, focusing on customer experience, community, amenities, and technology.

The CX Manager will lead onsite marketing initiatives, manage The Forum’s social media channels, execute media façade content, and develop engagement plans to ensure high occupier satisfaction ratings.

Job Responsibilities

1. Ensure that customer service fundamentals are followed and delivered to the highest standards.
2. Provide a warm, hospitality-style welcome and farewell to clients, customers, and guests, ensuring a unique experience.
3. Assist with marketing activities and viewing arrangements.
4. Coordinate with key stakeholders, including the hotel, to maximize community value.
5. Create and implement community, occupier, and social value engagement initiatives with the Beyond leadership team.
6. Manage and maintain property social media accounts and content planning.
7. Oversee content scheduling for external media façades and internal digital screens, working with site teams and partners.
8. Manage customer service portals and apps to boost engagement within the estate community.
9. Produce CX reports and analyze data related to occupancy, energy use, and other key metrics.
10. Gather and evaluate feedback, developing improvement plans accordingly.
11. Enhance loyalty and satisfaction among clients, guests, and partners.
12. Map customer journeys to identify CX improvement opportunities.
13. Lead by example to motivate onsite teams.
14. Oversee customer interactions to foster strong stakeholder relationships.
15. Follow standard operating procedures for the Front of House team.
16. Respond professionally to inquiries and resolve complaints promptly.
17. Design processes to prevent issues and improve service delivery.
18. Maintain high standards of presentation in front of house areas.
19. Manage data and ensure accurate record-keeping.
20. Adhere to dress code and personal presentation policies.
21. Report property faults to Facilities Management.
22. Engage with occupiers through daily walk-arounds.
23. Conduct quality assurance inspections.

Qualifications

Expertise & Professional Development

• Serve as a go-to expert in your field, providing advice and solutions.
• Proficient in MS Office and social media management.
• Interest in new technology and adoption strategies.
• Background in hospitality, FOH, or events management.

Commercial Awareness & Value Addition

• Understand property financial and business objectives.
• Seek best practices and innovative customer experience initiatives.
• Implement department succession plans and stay updated on market trends.

Additional Skills and Qualities

• Creative, innovative, and proactive with a sense of urgency.
• Excellent communication skills tailored to different stakeholders.
• Demonstrate service excellence and high-quality work.
• Efficient, organized, and collaborative in approach.

Additional information covers personal development, professional conduct, diversity and inclusion, community involvement, and legal employment considerations. The role may involve evolving duties and responsibilities.