Customer Experience Manager

Responsibilities

The CX Manager is responsible for executing the Related Ross customer experience strategy across retail, office and hotel environments and ensuring its success – all in collaboration with the operations, marketing, and property management teams. To this end, this role directly oversees the performance of the Ambassador team in retail and office collection (in collaboration with the CXD), as well as assists the portfolio in monitoring operations that could lead to deficiencies in the customer experience.

In addition, they ensure their team stays within budgetary parameters and executes our brand behaviors as efficiently and effectively as possible.

• Recruit, interview, and onboard new Ambassadors
• Train Ambassadors on how to provide existing/new amenities
• Create staffing schedules
• Manage Ambassador payroll
• Conduct daily team briefings
• Provide ongoing coaching to Ambassadors
• Provide observations on performance and coaching updates of Ambassadors to CXD
• Conduct bi‑weekly touch‑bases with each team member to discuss successes and opportunities
• Draft and submit end‑of‑year performance reviews
• Establish and communicate goals for each ambassador
• Adjust staffing when call‑outs occur
• Monitor weekly and monthly guest traffic reports
• Compile retail and campus‑wide updates
• Update Guest Services Desk information binder
• Update all Contact List & Restaurant Hours spreadsheets
• Provide objectives and updates to CXD prior to days off
• Debrief with CXD about activities during days off upon return
• Participate in daily property walks and compile deficiencies for CXD

• Support Ambassador team with customer interactions when required
• Assist with and manage team answering tenant inquiries that come to the customer experience inbox, Kipsu
• Partner with operations and marketing teams as needed

• Work with CXD to understand staffing needs for events and schedule coverage as needed
• Ensure Ambassadors understand all aspects of events and can communicate to customers accordingly
• Oversee event execution when on duty to ensure delivery of the Related brand

• Create and manage the following reports:
  • The Square Rewards Amenity Inventory Spreadsheet
  • The Square Promotions tracker including costs associated with each reward
  • Restaurant referrals trackers, including goals
  • Monitor Kipsu, Google reviews, Yelp, Trip Advisor for feedback from customers and manage responses accordingly
  • Support launch and management of internal secret‑shopping program Open Shop, including monthly reporting
  • Compile TWISP Awards submissions, completing due diligence of stories to prepare for review with CXD and selection of winners

• Work with CXD to understand uniform expectations and standards
• Along with CXD, monitor campus‑wide compliance to uniform standards, communicating deficiencies as necessary
• Lead execution of uniform program for new hires and replacement pieces
• Monitor nametag compliance and place orders monthly across portfolio

• Manage The Square Gift Card program in all aspects
• Process all special batch orders for Related and other groups as needed
• Produce monthly spreadsheets for quarterly accounting audits
• Liaison with Giftwise and Marketing team for inventory of new cards, card redesigns, etc

• Build rapport quickly and effectively with customers and colleagues
• Superior ability to inspire and galvanize staff around business objectives
• Fearless commitment to exceeding expectations
• Ability to hold themselves and others accountable
• Experience developing employee performance development plans
• Strong project management capabilities
• Anticipating customer and business needs
• Exceptional verbal and written communication skills
• Impeccable meeting etiquette
• Capacity to adapt and overcome challenging situations
• Strong critical‑thinking skills, particularly around problem solving
• Ability to continuously improve and seek growth
• Vast experience interacting with and assisting customers
• Clear sense of when and what to delegate

• 1+ years management experience
• 2+ years in Retail
• 2+ years in Customer Service/Experience/Hospitality
• Minimum of Bachelor’s…