Client Experience Manager – BEE

Our client, a listed property concern seeks to appoint a Client Experience Manager who will be responsible for creating an all-around-amazing customer-journey experience through value propositions that enhance tenant experience and thereby facilitating strong tenant retention and growth. The ideal incumbent will be responsible for building and maintaining strong relationships and a sense of community-attuned to tenant needs throughout the duration of their lease term.

Responsibilities:
• Develop tenant experience guidelines and training.
• Communicate with tenants (welcoming them into the building, celebrating lease anniversaries, address complaints, finding solutions to problems, offering information, being visible)
• Facilitate exit interviews
• Establish a presence at buildings with regular catch ups with tenants, identify opportunities for client inter-action.
• Understanding client supply chain creating introductions and collaborations for business between tenants.
• Analyse and gather information on tenant needs.
• Collaborate with external parties to enlists the relevant service/amenities that are required within each building and/or area that will add value to the tenant experience ie; refreshments, laundry services, stationary, chauffeur services, special officers on hospitality services etc. Ensure cost effectiveness of these services.
• Negotiate and Manage Service Level agreements with these organisations to ensure the quality and presentation are aligned with the company’s brand.
• Develop model to ensure these services are attractive and cost effective to existing clients.
• Create a communication strategy dealing with appropriate areas to create ‘touch points’ with clients, which builds connectivity and opens opportunities for relevant team members to develop.
• Organise Talks and Events of public interest as an opportunity for collective training, information sharing and connection between tenants. Even organising events as simple as wine and beer tasting in the foyer / reception – it gets clients together and creates a community.
• Support the planning and supervision of educational, professional and personal development events based on tenant needs.
• Recommend best practices for the benefit of the broader company related to tenant experience, new deals, hospitality services, operations, events and training.
• Ensure that tenants buildings are in good condition reflecting the company brand.
• Escalate any maintenance issues to the relevant facilities/ property management team.

Qualifications & Skills
• Bachelor’s Degree or equivalent.
• 5+ years’ experience in operations, ideally in hospitality or customer services.
• Minimum of 5 year client interfacing experience.
• Being completely client centric and focus on providing a superior client experience.
• Strong organization skills with the ability to multitask projects through from start to finish.
• Passion and understanding for entrepreneurial communities.
• Self-Driven
• Attention to detail, well organised and thorough with desire for continuous improvement.
• Financial literacy and business operations experience a plus.
• Responsive with a can-do attitude
• A flexible, adaptable approach to work and the ability to work well with a broad range of both functions and personalities, establishing yourself as part of a team.
• A passion for people, places, communication and creativity.