Workplace Experience Manager

The role

The Workplace Experience Manager is responsible for directing customer service strategy and overseeing operational excellence to ensure a superior client experience across all areas. This position fosters a culture of customer-centricity leads continuous service enhancements manages a diverse team with professionalism and collaborates effectively with business stakeholders. Additionally the Workplace Experience Manager ensures that hospitality and front of house services consistently meet exceptional standards enhancing the overall client journey.

Key responsibilities

• Oversee both internal and external client services strategically to meet organisational goals including:
  • Catering services including staff dining client hospitality and client fine dining
  • Front of house operations
  • Booking desk and meeting room coordination for optimal resource use and collaboration
  • Health Club management
  • Working floor standards
• Collaborate with suppliers to uphold and improve contractual performance as per firm standards.
• Ensure service standards are clearly communicated and maintained across the London office updating practices as needed.
• Facilitate consistent quality by communicating with all client-facing staff and contractors especially across Reception catering security and cleaning.
• Act as Subject Matter Expert for the 2AS programme in Property Operations.
• Develop and implement a robust customer feedback programme and report back on service improvements
• Implement a continuous service improvement mindset across the teams
• Foster a strong client service and guest experience culture among team members.
• Ensure outsourced suppliers implement best practices and continuously improve service delivery.
• Exceed client expectations by developing supplier contracts and coaching for a client-focused environment.
• Manage departmental budgets within office guidelines.
• Assess technology opportunities to enhance services and integrate with firm systems.
• Maintain reception meeting rooms and event spaces per expectations and budget.
• Contribute to additional service improvement projects as needed.
• Oversee biophilia initiatives and plant contracts.
• Liaise with 10UBS tenants to coordinate their requirements.
• Serve as primary contact for Music and Arts committees and activities.

Qualifications :

Your experience

Skills:

• Leadership and performance management of people and services including those in senior roles delivering technical services
• Enhanced communication skills; credible when advising senior staff and ability to liaise and influence across the firm at all levels in all locations
• Strong analytical skills combined with the ability to handle and interpret data
• Minimum of five years of demonstrated track record of 5 star service delivery.
• The ability to collaborate with colleagues at all levels in all areas of the firm.
• A sharp and analytical mind; quick powers of comprehension and the ability to articulate ideas and arguments clearly.
• Good interpersonal skills with the ability to work with colleagues at all levels in the organisation.
• An innovative approach and proven ability to identify and arguments clearly.
• A sound understanding of contract management particularly outsourcing contracts such as catering Health and wellbeing Receptions etc. and the financial models used within these contracts.
• A good grasp of technology and proven ability to identify and drive new ideas.
• A proactive and positive style.
• A consultative approach with good conflict resolution skills.

Experience:

• Managing significant budgets and day to day finance approvals
• Policy and compliance regimes
• Client and front of house service management in complex corporate environments
• Managing change and service development initiatives
• Selection of and working with a full range of strategic suppliers
• Working under pressure
• Managing and working with contract catering suppliers and consultants.

Knowledge:

• Business unit planning including headcount costs training and processes
• Thorough awareness of continuous improvement techniques and ability to identify opportunities and optimise services
• Good working knowledge of statutory requirements
• Budgets and financial management / reporting
• Creating management information
• FM outsourcing contracts and models

Additional Information :

Hybrid working

This role follows our balanced hybrid working approach and as long as business needs allow you will be supported to work in a hybrid way with the expectation of working from the office for a minimum of 50% of your time.

What we offer including our broad range of benefits and working environment

When you join Clifford Chance you will have access to a broad range of benefits to support you across many aspects of your personal and professional life including financial wellbeing lifestyle and family friendly benefits. For more information on what we offer specifically in the UK please visit our What We Offer page on our career site. 

Equal opportunities

At Clifford Chance we understand that our true asset is our people. Inclusion is good for our team and their families our firm and society.

We are committed to treating all employees and applicants fairly and equally regardless of their gender gender identity and expression marital or civil partnership status race colour national or ethnic origin social or economic background disability religious belief sexual orientation or age.  This applies to recruitment and selection terms and conditions of employment including pay promotion training transfer and every other aspect of employment.

We have a variety of flourishing employee networks. These networks are a place for colleagues to share experiences and advocate for change wherever they see an opportunity for improvement.

Our goal is to deliver an equality of opportunity an equality of aspiration and an equality of experience to everyone who works in our firm. 

Find out more about our inclusive culture here.

#LI-Hybrid

Remote Work :

No

Employment Type :

Full-time