The Head of Experience is a critical role charged with creating an inviting and seamless end-to-end experience for our clients & our people in our new-shared office space located in Pyrmont. A ‘5 star boutique hotel’ level of service with warmth is the experience we wish to create.  Ensuring all first and last impressions are a positive and memorable experience. You will help design, direct and implement a modern experience team that reflects our unique communications business. The Head of Experience will manage both a large Experience team including Front of House, as well as shared office management and support staff across the building. You will be a passionate, engaging, dynamic leader who thrives from working in an energised and creative working environment.

Key Responsibilities & Expectations:

Creation of User Experience

• Help design the visitor Customer Experience (CX) from first to last impressions for the overall business and for the individual brands that reside within the building
• Create an experience service plan and team that meets all our needs
• Contribute our ‘office ways of working’ protocols on how our shared spaces will be used and how we create ‘a sense of campus life’
• Design, deliver & maintain an office for our staff that encourages professional & social collaboration between the different agency brands within the building
• Create employee and external guest service standards, train and implement across your team

Team Leadership

• Structure a team to create seamless client and employee experiences across all floors of the building
• Manage a large experience team, coach, train and monitor people performance
• Create and manage a team that maintains a high standard of workplace presentation and organisation
• Ensure the team successfully manages hospitality requirements for all meetings and events for the 1000 staff
• Reinforce ‘Adaptive’ workplace behaviours in an agile working environment
• Encourage a team culture that strives for constant improvement, growth and self-development
• Lead a large team that pre-empts situations before they happen and we are proud to call our experience team
• Ensure the experience team is able to troubleshoot all audio visual and IT concerns and work with IT to create positive internal IT solutions

Facilities Management

• Design and create internal service standard levels that we adhere to and ensure these are communicated to all staff
• Regularly monitor our resource service levels through staff feedback and implementing changes where required to ensure we constantly improve our workplace
• Work with the resources team to regularly review our suppliers to the building
• Manage an internal facilities team to ensure that we are providing consistently high service standards
• Manage relationships with external suppliers and contractors to the benefit of the business
• Provide an efficient operation of supplier budgets
• Be the central point of contact for any building escalations
• Work with the CBRE building manager to resolve issues and identify future solutions

Implementation of Internal & External Events

• Oversee the successful organisation of all client external & internal events within the building
• Identify & work with any external suppliers to create outstanding event experiences
• Manage internal stakeholders to meet expectations and deadlines

Management of Food & Beverage & shared spaces:

• Manage food & beverage operations within budget and to the highest standards
• Identify client & employee needs & implement solutions
• Manage all Food & Beverage suppliers and service levels
• Constantly monitor and create changes to improve services

Your experience:

• Minimum of 8-10 years’ experience in a hospitality or customer service role in a corporate environment
• Experience leading a large team and be a reputable team leader
• Experience in managing any internal events
• Ability to thrive in constant change and able to work through any roadblocks
• Proactive approach and anticipate issues before they might arise. You don’t wait for your team to be asked, you think ahead
• Experience in managing multiple internal and external stakeholders at various levels
• IT savvy and have the curiosity to constantly develop your skills
• High achiever who is driven and passionate by customer service and people
• Excellent verbal and written communication skills
• Exceptional time management & organisational skills
• An ability to stay calm under pressure and lead by example
• Ability to work autonomously

About you:

• You will be a friendly, engaging, passionate individual and do everything with a smile and be the face of the building
• You will thrive from working in a creative, dynamic and modern communications agency environment
• You are a strategic thinker who is solutions focussed
• You will have a first class work ethic and nothing is ever a problem
• You will be highly committed individual and love what you do
• You are calm under pressure
• You are results driven and solutions focussed
• You are a people person, comfortable in all forms of communication
• You will suit a creative, energised, dynamic working culture

If you are interested, apply today!

Publicis Groupe believes that our people are our greatest asset. Our people are chosen for their personalities, their ethics and professional qualities without any exclusion, preferential treatment or discrimination. We are proud to be an equal opportunities employer and do not discriminate by reason of age, gender, gender identity, race, sexual orientation, nationality, religion or disability or any other difference. We encourage applications from all qualified individuals and will provide appropriate assistance for candidates with disabilities or special needs throughout the recruitment process upon request.