Customer Experience Manager

Bewonder* a dynamic team part of JLL is seeking an enthusiastic and driven Customer Experience Manager to support the delivery of customer experience products and services as part of various client customer experience strategies.

Core Function

The Customer Experience Manager is responsible for supporting in the delivery of customer experience products and services as part of various client customer experience strategies.

The key goals are:

• Support in the growth of Bewonder* customer experience division financial targets.

• Implementation of customer experience products and services with a view to improving occupier satisfaction.

• Maintain and evolve Bewonders occupier satisfaction index.

• Maintain outstanding levels in Bewonder* client satisfaction.

This role would suit someone who has a background in or exposure to the management of commercial real estate. The successful candidate would ideally understand and appreciate the day-to-day operational challenges for managing agents occupiers property owners and community activation. They may have had relevant exposure to customer experience and wish to pursue a career within the discipline. It is essential that the individual understands CSAT (customer satisfaction) and NPS (Net Promoter Score) data collection analysis and related action planning. They should be proficient in report writing and feel confident with direct interaction and communication with clients.

They will be mentored by the Senior CX Strategy Director and report to the Customer Experience Lead but will be expected to act on their own initiative.

Success will be down to their passion for customer experience can do attitude determination energy and drive.

Principle Responsibilities

The Customer Experience Manager will be responsible for but not limited to the following:

• Working with the Senior CX Strategy Director and CX Lead co-ordinate and support the delivery of various projects as part of client customer experience strategies.

• Support in the delivery and evolution of Bewonders CX methodology.

• Working on multiple quantitative and qualitative projects within the business and with clients to provide insight.

• Build customer surveys and co-ordinate associated digital campaigns using CX platform Qualtrics.

• Present insight in a stimulating and engaging way which is suitable for the audiences it is aimed at and produce a clear set of identifiable actions.

• Engage with external research partners as appropriate and having ownership for these relationships.

• Build CX reporting and dashboards using CX platform Qualtrics and other business intelligence software.

• Support in delivering scoping/ discovery workshops in activities such as Customer Journey Mapping and Voice of the Customer programmes.

• Create Customer Journey Maps as required using mapping software Uxpressia or equivalent.

• Carry-out required fieldwork in the delivery of CX products such as Customer Journey Mapping Voice of the Customer CX Audits & Community Strategy.

• Active participation in the evolution of the CX methodology and suite of products and services that support it.

• Creation of client presentations and support with industry award and pitch documents.

• Support in ensuring new business pipeline is accurately reflected in agency management platform Synergist.

• Accurately recording their time/ outputs in agency resource management platform Synergist.

• Ensure clients are aware of the range of services and products offered by or through Bewonder* and the wider JLL group.

• Represent Bewonder* at networking/ industry/ occupier events.

• Attend conferences workshops training and events to improve on existing knowledge and skills.

• Playing an active role in the delivery of Bewonder* and JLLs Property and Asset Management (PAM) strategy.

• Support with the growth of Customer Experience financial targets.

• To act as a champion in Customer Experience.

• To promote one team behaviour.

• Undertake other related duties as directed by the Senior Customer Experience Strategy Director Customer Experience Lead and Head of Bewonder*.

Required skills qualities & personal attributes

• A passion for customer experience as a discipline is an essential requirement of the role.

• Experience of working within a property management environment with an understanding of occupier relationship management and service partner performance is essential.

• Previous experience within a customer experience role is desirable.

• Effective communication and confident presentation skills.

• Comfortable and confident with direct interaction and communication with clients.

• Strong report writing skills essential.

• Can demonstrate structured thinking and logical reasoning and the ability to translate this through management information dashboards and analyses for consumption across the business including governance meetings and external regulatory bodies.

• Experience of using CRM would be helpful understanding of CRM essential.

• Experience in customer journey mapping desirable understanding of essential.

• Experience in voice of the customer programmes essential.

• Tech savvy essential.

• Strong Microsoft Excel and PowerPoint skills essential.

• Self-motivated.

• Delivers results under tight deadlines.

• Curious mind with the ability to solution orientate.

• Desire to deliver high standards and to promote this quality in others.

• Ability to utilise all available resources to deliver the service and resolve problems as a team.

• Be a contributor to team goals.

• Educated to degree level desirable.

About Bewonder*

We are a creative consultancy that prides itself on our integrated approach to crafting genuinely inspiring experiences. We help organisations get inside the hearts and minds of people by focusing on brand digital and human experiences that contribute to driving purposeful change. Known for our unique ideas we collaborate with leading brands from The Crown Estate Amazon and Aviva to Barclays BP and Network Rail. Our promise to connect brands and spaces with hearts and minds is centred around four core values:

We work best when we work as one - We work together as one team committed to the success of our clients and of each other. Our supportive team mindset enables us to connect collaborate and understand each other always learning and succeeding together.

We inspire to make an impact -We always look beyond the present to deliver future value through transformative insights and provocative thinking. We champion an open-minded culture rooted in learning and inspiration to generate deeper thinking.

We live and lead in our truest form - We understand that its not what we say but what we do that matters. We embrace authenticity to empower people to be genuine and build strong trusting foundations. We are always faithful to our word our purpose and our brand.

We take pride in every detail - we know that our work is essential and we take pride in doing it well. Our decisions and choices are part of a carefully considered approach consciously ensuring we can be proud of what we do and achieve.