Customer Experience jobs in United Kingdom

Job Description

Job Title: Day 2 Workspaces Project Manager

Location: London (Central) - Hybrid Working

Salary: Competitive + Benefits

About the Company

This is an exciting opportunity to join a leading Central London property investment and development business with a portfolio valued at approximately £2.5 billion. The company is renowned for delivering high-quality, design-led commercial spaces, with a strong focus on office-led real estate complemented by retail and residential assets.

With a portfolio 100% based in Central London and a forward-thinking, customer-first mindset, the company is rapidly scaling its flexible workspace offering, aiming to double its footprint from 500,000 to 1,000,000 sqft by 2028. The environment is dynamic, design-focused, and commercially driven—offering the chance to be part of a team shaping the future of London workspace.

The Role

We are seeking a highly organised, commercially aware, and design-conscious Day 2 Workspaces Project Manager to lead the post-occupancy (Day 2) delivery stream for our flexible office portfolio. Reporting to the Day 1 Workspaces Project Manager, this role is key to managing minor works, customisation projects, refresh capex, and continuous improvements across our growing estate of fitted and fully managed spaces.

You will collaborate closely with internal teams (Design, Leasing, Procurement, Customer Experience) and external suppliers to ensure all Day 2 projects are delivered efficiently, on-brand, and to the highest design and customer standards.

Key Responsibilities

Project Delivery & Coordination

• Lead the planning, budgeting, procurement, and delivery of Day 2 minor works, capex refresh, and customer customisation projects
• Track and manage all project-related approvals, cost centres, contractor scopes, and schedules
• Ensure alignment with design guidelines, sustainability goals, and brand standards
• Maintain accurate GA plans, FF&E inventories, and documentation for each site

Stakeholder Management

• Liaise with Leasing, CX, and Portfolio teams to define and meet customer requirements
• Coordinate with Procurement and external contractors to maintain a flexible and responsive supply chain
• Influence internal stakeholders and external consultants to maintain programme targets and service quality

Process & Commercial Development

• Continuously improve Day 2 project workflows, reporting structures, and supplier performance
• Track GPE margins, cost approvals, and commercial KPIs in collaboration with finance and procurement
• Implement and optimise systems for inventory reuse, FF&E procurement, and art/layering requests

Compliance & Reporting

• Ensure all works comply with internal H&S protocols and wider corporate responsibility policies
• Provide formal reporting on cost tracking, project status, and contractor performance
• Support and document approval workflows for bespoke customer requests

Skills & Competencies

• Highly organised with the ability to manage multiple concurrent minor works projects
• Strong project management fundamentals (budgeting, programming, contractor coordination)
• Excellent interpersonal and communication skills, with the ability to influence stakeholders
• A commercial mindset focused on driving cost efficiency and value
• Detail-oriented and design-sensitive, with a passion for high-quality delivery
• Able to work autonomously and drive results in a fast-paced, evolving environment
• Collaborative and responsive, with a positive and solution-oriented attitude

Experience Required

• Demonstrable project management experience in flexible workspaces, office fit-out, or commercial real estate
• Strong background in minor works delivery, with knowledge of design-led environments
• Understanding of FF&E, GA plan coordination, and contractor procurement
• Proven ability to deliver projects on time, within budget, and to a consistently high design standard
• Knowledge of sustainability, health & safety, and office user experience considerations

Desirable

• Experience with workspace design coordination
• Familiarity with workspace technologies (AV, BMS, IT integration)
• Strong reporting and documentation management skills
• Network of trusted contractors/suppliers for minor works packages