Community Manager

Position: Community Experience Manager
CBRE Global Workplace Solutions is a leading global provider of integrated facilities and corporate real estate management. We are recruiting for A Community and Events Manager

Role Purpose

To lead and deliver an exceptional Employee experience at Jealott's Hill site through strategic planning, implementation, and continuous improvement.

To fulfil a leading role in managing and evolving the onsite Visitor experience at a large global R&D scientific facility.

To lead and support the delivery of a program of communications to the community, including professional and inclusive customer focused events, services, and innovative experiences for our community.

About the Role

Based on a large R&D scientific campus the role will be highly visible and act as a key point of contact for both employees and visitors engaging with the site.

The role will interface with the Syngenta Business Support team and work collaboratively to support and deliver on the Business Support strategy and priorities.

The Customer and Community Experience Manger will play a lead role in the operation of a flagship building onsite and will be required to build close working relationships with multiple stakeholders

This person would be expected to gain a deep understanding of the company and their values, and help ensure that the community working both from home and across the campus connect to each other and the organisation

The role holder will be expected to continually innovate, enhance and sustain the customer experience, and help develop an inclusive community at Jealott's Hill by supporting the Rec Club, Corporate events and wider engagement initiatives

The role will report to the UK Account Director and will be directly responsible for the day-to-day operation of concierge services, visitor management, hospitality and meeting rooms, ensuring the highest standard of welcome and onward experience for all

Key Duties and Responsibilities

Develop and implement the customer experience strategy and budget aligned to the business objectives

Manages all Front of House Services including FM Helpdesk to ensure the highest possible service at all times

Management of the catering contract delivered by the 3rd party supplier ensuring contract deliverables are met, which include the restaurant and hospitality catering

Liaises as necessary with catering provider with respect to catering requests for meeting and events

Conduct listening exercises to better understand client needs. Develops performance indicators, rhythm of business and methodology for performance management and continuous improvement

Develop or advise in development of resources and materials needed to facilitate change management associated with all in scope customer services programs

Provides formal supervision to individual employees within single functional or operational area. Approves subordinate's recommendations for staff recruitment, selection, promotion, advancement, corrective action and termination

Plans and monitors appropriate staffing levels and utilization of labor, including overtime.

Prepares and delivers performance appraisal for staff. Mentors and coaches team members to further develop competencies. Leads by example and models behaviors that are consistent with the company's values

Co-ordinates staffing rotas to ensure best use of resources at all times

Facilitates cross training to ensure team members can fulfil all roles across applicable functions

Demonstrates the Host values of leadership and great customer service, reflecting a warm, friendly professional greeting to all

Build trusting and strong relationships with Syngenta and CBRE community, as well as head of departments for other service lines, maintaining strong relationships with all parties

Using Host methods, collateral and support, enhance community aspect at Jealott's Hill through a number of engagement routes including but not limited to: communication, events, newsletters, CSR and customer initiatives

Coaches the team through training and developmental sessions, on topic such as great customer service, handling difficult situations, attention to detail etc

Constantly evaluating the service, technology and environment against trends in the wider marketplace, suggesting innovative ways of working and managing change projects

Reviews various customer experience services reports. Meets with CBRE management team and appropriate departments to discuss and resolve discrepancies

Collaborates with company and client IT teams to assess technology, training needs and implementation of program(s), training and tools for and clients

Measuring the operational service against the agreed SOPs and KPIs, presenting reports on performance and identifying risk areas

Researches, gathers and complies data and information for monthly and other reporting purposes. Updates and maintains files and records when required to do so

Oversees meeting and events bookings, with respect to appropriate planning, co-ordination and client liaison, ensuring a…