Experience Manager
Experience Manager
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Job Description
Job Title
Experience ManagerJob Description Summary
Job Description
We are seeking an experienced placemaking and occupier engagement specialist to lead the delivery of an exceptional customer experience across a highprofile mixeduse estate in central London. The estate brings together offices residential retail and leisure spaces in a unique setting.
This role is key to building a connected community with a particular focus on office and retail occupiers residents and internal stakeholders. Youll work closely with the estates marketing manager (who leads on external communications) to ensure a seamless and engaging experience across all touchpoints.
Key Responsibilities
Occupier Engagement
Develop and implement an occupier engagement strategy to foster a connected collaborative community.
Lead a programme of events communications and initiatives that enhance the occupier experience.
Build and maintain strong relationships with occupiers working closely with the estate manager and surveyors to meet their needs.
Manage the estates loyalty programme (Porter Card) securing and promoting exclusive offers.
Activate communal areas with events activations and activities.
Maintain an uptodate contact database and oversee occupierrelated website content.
Design and deliver onboarding experiences for new occupiers and their teams.
Collaborate with the marketing manager to spotlight occupier stories through external channels.
Manage budgets responsibly and keep accurate financial records.
Communications
Deliver daytoday internal communications and promote events in line with the estates engagement strategy.
Coordinate external suppliers such as social media agencies and digital screen providers (e.g. ECN).
Oversee shared estate inboxes and ensure timely responses to enquiries.
Curate and upload event content to the estate website.
Customer Experience
Champion exceptional customer service across the estate creating a welcoming and inclusive environment.
Act as a key point of contact for occupiers and guests sharing updates and local insights.
Deliver training and mentoring for onsite staff to enhance customer experience standards.
Monitor feedback and implement service improvements based on occupier input.
Operational Support
Support the wider estate team in delivering placemaking and enlivenment initiatives including commercial events (e.g. filming).
Induct new brands managers and occupier representatives.
Lead tours for prospective occupiers new employees and educational visitors.
Ensure all events and activations meet health and safety regulations.
Assist with emergency procedures and wider estate operations when required.
Essential Skills and Experience
Proven experience in customer engagement placemaking events or internal communications.
Excellent interpersonal and presentation skills with the ability to engage confidently at all levels.
Strong problemsolving abilities and a clear commitment to service excellence.
Highly organised creative and proactive.
Excellent written and verbal communication skills.
Experience managing budgets and coordinating thirdparty suppliers.
Comfortable using digital tools such as email marketing platforms CMS and social media.
INCO: Cushman & Wakefield
Required Experience:
Manager
Employment Type
Full-Time
