The role of Customer Experience (CX) manager is to create a CX enhancement strategy for their property to achieve the highest Client, Customer, guest and service partner satisfaction. CX manager is responsible to assess every interaction touchpoint with a mindset to deliver the most memorable experiences. CX manager will lead by example and be a role model for the onsite teams. CX manager will act as advocate for Beyond: Front of House brand by maintaining best practices

Basics done better – Ensure the fundamentals of customer services are followed and delivery to the highest standards

Lead by example and inspire wider onsite teams

Deliver a warm welcome and a fond farewell to clients, customers and guests

Responsible for the day to day operation of the building

Track, oversee and optimize all customer interactions to build strong relationships with all stakeholders

Establish team spirit and collaboration

Increase client, customer, guest and service partner loyalty and achieve highest satisfaction ratings

Create bespoke CX enhancement plans to drive positive outcomes and customer retention

Follow Beyond: Front of House standard operating procedures and guidelines

Responding to telephone or email enquiries from internal or external clients in a professional manner, ensuring appropriate follow up on any actions as required

Ensure property guest management processes are strictly followed

Deal with complaints and offer prompt resolutions, escalate where necessary

Ensure all front of house areas are always immaculately presented

Data processing and management of databases, ensuring accurate and timely import of information

Identify opportunities to enhance the customer experiences by being innovative and creative

Actively participate and support all Beyond: Front of House initiatives to elevate customer experience delivery

Ensure temporary team members are trained as per Beyond: Front of House standards and maintain training records

Firmly abide by Beyond: Front of House dress code and personal presentation policy

Log any property faults/issues with the helpdesk and inform the Facilities Management team

Obtain and evaluate CX feedback from customers, guests and stakeholders, draft improvement action plans

Mapping property customer journeys in order to identify CX enhancement opportunities

Proactively design processes and preventive measures to eliminate any complaints and service delivery shortfalls

Build professional relationships with clients, customers, guests and stakeholders

Maintain and produce specified reports such as onsite holiday planner, CX initiatives plan (pre and post execution data) etc.

Be prepared to work on reception to cover for any gaps in security hours and cover for breaks

Plan and execute community, occupier & social value engagement initiatives working closely with the Beyond leadership team (design property content planner for each of the above sections)

Launch & maintain property social media handles, create a social media content planner

Ensure you perform your duties to the highest degree of dedication and commitment

Practice lobby hosting on a daily basis as specified by the property management leadership team

Ensure the lobby guest lounge is tidy and well presented at all times

Keep (S2 Riskwise) risk and compliance updated

Maintain Alusta/Basware invoices processing

Able to monitor expenditure, assist RFM and Property Manager with year-end reconciliation.

Be helpful and assist marketing agents to show potential new occupiers vacant spaces

You are aware of the Beyond: Front of House CX team’s financial and business objectives

You actively look for best practice ways of working, encouraging CX team interactions with clients, customers, guests and stakeholders

You are confidently able to design Beyond: Front of House department’s onsite succession plan

You possess commercial awareness and awareness of latest customer experience market trends

You identify new initiatives for enhancing customer experiences