Workplace Experience Manager

Elemis; City Of London; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading luxury brand is seeking a Workplace Experience Manager to enhance the colleague and guest experience at their London Head Office. This role involves managing front of house operations, ensuring high service standards, and promoting a safe and inspiring workspace. The ideal candidate will have a strong background in office or hospitality management, excellent leadership skills, and a passion for sustainability. Competitive benefits included.

Benefits

Generous Staff Discount on ELEMIS products

Excellent well-being policies

Generous Holiday Allowance

Company Pension Scheme

Healthcare Cash Plan

Employee Assistance Programme

Cycle to Work Scheme

Qualifications

• Proven track record in office, workplace, or hospitality management within a premium environment.
• Strong organisational and leadership skills with the ability to motivate through influence.
• Tech confident, with working knowledge of Microsoft Office and workplace systems.

Responsibilities

• Curate the guest journey from arrival to departure, ensuring every interaction reflects luxury standards.
• Lead and inspire the Front of House team to deliver world-class service.
• Act as the Health & Safety representative for the London office, ensuring full compliance.

Skills

Office management

Hospitality management

Leadership skills

Attention to detail

Customer service

Problem-solving

Tools

Microsoft Office

Job description

Workplace Experience Manager

Department: Facilities

Employment Type: Permanent - Full Time

Location: Head Office, London

Reporting To: James Dovey

Description

As our Workplace Experience Manager, you will be the custodian of the colleague and guest experience at our London Head Office, based in Baker Street. You will ensure every touchpoint reflects the luxury, care and innovation of our brand; from the way visitors are welcomed, to the ambience of our spaces, to the seamless running of day-to-day operations.

You will deliver a flagship workplace experience that feels like an extension of our premium boutiques and spa heritage, while also ensuring our office is safe, efficient, sustainable, and inspiring for our teams. This is a permanent opportunity based on site, 37.5hrs per week.

Key Responsibilities

Guest Experience

• Curate the guest journey from arrival to departure, ensuring every interaction reflects ELEMIS’ luxury standards.
• Ensure the ambience of all guest-facing areas (lighting, scent, music, displays) conveys our premium brand identity.
• Train and coach the Front of House team in hospitality excellence, from tone of voice to personalisation.
• Monitor service standards and gather feedback from colleagues and visitors to continuously raise the experience.
• Personally host VIPs and senior stakeholders with a polished, welcoming presence.

Front of House Management

• Lead and inspire the Front of House team to deliver world-class service and seamless office operations.
• Conduct regular 1:1s, contribution discussions, and provide clear development plans.
• Ensure daily reception coverage with no service gaps, and proactive plans for peak periods.
• Monitor phone/email response standards and ensure consistent, professional service.

Office Operations & Facilities Management

• Maintain a tidy, well-stocked, and well-functioning office space through daily walk-throughs and fortnightly audits.
• Oversee suppliers and contractors (cleaning, maintenance, catering, security) and review service levels quarterly.
• Manage office consumables, budget tracking, and supplier invoicing.
• Oversee meeting rooms, communal areas, and washrooms to ensure standards throughout the day.
• Coordinate maintenance schedules, compliance visits, and record-keeping.
• Support smooth running of internal facilities including mail, couriers, and the colleague shop.

Health & Safety

• Act as the Health & Safety representative for the London office, ensuring full compliance.
• Deliver H&S inductions for all new starters and maintain accurate training records.
• Coordinate fire drills, evacuation procedures, and accident reporting.
• Keep all H&S documentation accurate and accessible.

Sustainability & Environmental Impact

• Champion sustainability, embedding ELEMIS’ Climate, Biodiversity & People pillars into daily operations.
• Ensure recycling, waste, and procurement practices are environmentally responsible.
• Monitor energy and water usage, implementing improvements where possible.
• Engage colleagues in sustainability practices that enhance both experience and environmental impact.

Skills, Knowledge & Expertise

• Proven track record in office, workplace, or hospitality management within a premium environment.
• Naturally warm and polished, with the presence to host VIPs and senior stakeholders.
• Proactive, solutions-focused, and always one step ahead in anticipating needs.
• Strong organisational and leadership skills with the ability to motivate through influence.
• Outstanding attention to detail — noticing the little things that elevate the workplace.
• Passionate about creating an inclusive, welcoming, and sustainable workplace.
• Calm under pressure, adaptable, and service-driven.
• Tech confident, with working knowledge of Microsoft Office and workplace systems.

Job Benefits

• Generous Staff Discount on all your favourite ELEMIS products and spa treatments, as well as discounts on L'OCCITANE Group products (including L'Occitane, Erborian and more)
• Excellent well-being policies including enhanced Maternity & Paternity policies, Income Protection, Life Assurance and more
• Generous Holiday Allowance, increasing with length of service
• Company Pension Scheme
• Healthcare Cash Plan (with Dental)
• Employee Assistance Programme for all Associates and their families
• Cycle to Work Scheme, Season Ticket Loan, Length of Service Awards
• Much, much more!

*Some benefit eligibility is based on length of service or contract type