Senior Customer Experience Lead – Luxury Development

GPE; Greater London; Hybrid; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid working

Competitive remuneration

Share incentive plan

Private medical insurance

Private dental insurance

Job summary

GPE is seeking a Customer Experience Senior Manager to oversee Hanover development in London. You will drive exceptional customer experiences, manage service partners, and lead on compliance, sustainability, and financial management for a premium mixed-use estate.

Reporting to the General Manager, you will lead an onsite team, collaborate with cross-department colleagues, and ensure a high standard of service across residential, retail, and F&B components.

Qualifications

• Experience leading customer experience initiatives.
• Proven ability to manage service partners and stakeholders.
• Strong communication and relationship-building skills.
• Knowledge of health and safety compliance and building operations.

Responsibilities

• Building strong, positive, professional relationships with customers; understanding their business needs and drivers, delivering exceptional customer experience that exceeds expectations.
• Ensuring properties are immaculately presented and well maintained.
• Reacting to minor and emergency repairs in a safe, timely manner.
• Creating a high quality, professional work environment.
• Serving as senior point of contact for customer queries and liaising with colleagues across departments.
• Managing day-to-day delivery of services; coordinating with service partner teams to maintain standards and drive performance.
• Regularly reviewing service partner performance; completing monthly KPIs with objective commentary.
• Overseeing Health & Safety management, audits, and compliance with Building Safety Act.
• Producing the annual service charge budget and coordinating invoicing and cost controls.
• Engaging with engineering and sustainability teams to improve efficiency and wellness criteria.
• Leading initiatives to reduce energy use and ensure assets operate efficiently.

Skills

Customer experience

Relationship building

Leadership

Communication

Problem solving

Job description

GPE is seeking a Customer Experience Senior Manager to oversee Hanover development in London. You will drive exceptional customer experiences, manage service partners, and lead on compliance, sustainability, and financial management for a premium mixed-use estate.

Reporting to the General Manager, you will lead an onsite team, collaborate with cross-department colleagues, and ensure a high standard of service across residential, retail, and F&B components.