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Client Experience Manager

Singapore , Singapore

Ref#: 19015707

Date published: 26-Apr-2019

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The Client Experience Manager is responsible for delivering exceptional experiences for clients; The Client Experience manager will be instrumental in development of the strategy and roadmap for user experience through hospitality, technology and space activation. The role will focus on creating, growing and enhancing the communities by understanding customers’ needs and curating a series of experiences. The role will work closely with the CBRE360 leadership team to champion customer experience in an integrated and strategic approach across all activities, shared amenities and communications carried out on site with tenant customer and the landlord. The Experience and Community Manager will ensure that asset and project teams are equipped with the tools and knowledge to deliver on this commitment.

A customer-centric attitude, strategic agility and the prior experience in communications and content creation is required to ensure success in this role and positive contribution to overall Customer satisfaction.

Key Responsibilities
  • Work with the owners (EFM) to define the shared amenity offering and ensure a connected way to operate these spaces with both internal and external stakeholders (CBRE and our clients and or 3rd Party Vendors)
  • Create a curated calendar of marketing, events and experiences for the building community both pre, and post go live  
  • Support any leasing strategy to ensure it is reflective of the overarching Customer Experience principles and demonstrates the depth of Customer and Community focus 
  • Create a program for gathering Voice of Customer insights, supported by formal research and polling programs 
  • Implement systems, processes and templates relating to the Customer Experience strategic initiatives to ensure consistency and end-to end integration
  • Support the creation of high-quality physical, digital, online and social communication channels for Tenant Customers and Community
  • Ensure brand and message ownership of all communications channels (social media, electronic media, website, digital signage etc.) 
  • Develop a suite of communication responses for operational notifications and development updates. (e.g. lifts out of order, exit closed, noisy works etc.)
  • Create communications strategies to highlight key activities and encourages participation on the events calendar (FM Operations, Social Committees, Business Lines and Clients)
  • Support the planning and supervision of educational, professional and personal development events based on user' needs and requests
  • Ensure a gracious arrival experience for all users, and visitors while maintaining the necessary level of building security
  • Recommend best practices for the benefit of the broader company related to experience, sales, hospitality, operations, events and training
  • Regular interaction with suppliers/contractors to ensure service delivery is in line with commitment to customer service and high-quality experience
  • Knowledge of the property industry and local market preferred but not essential 
  • Marketing experience of at least 7 years 
Required Skills and Knowledge
  • Ability to influence at all levels 
  • Demonstrable confidence and maturity in communication and the ability to build effective relationships with clients and colleagues;
  • Superior organisation skills and ability to work to strict deadlines;
  • Ability to build positive and constructive relationships internally and externally for successful outcomes;
  • Operates autonomously and demonstrates initiative to achieve business results;
  • Ability to establish and communicate clear direction for others;
  • Demonstrates risk management knowledge and can identify, analyse and mitigate common risks;
  • Ability to management multiple projects concurrently;
  • Excellent written and oral presentation skills;
  • Competent use of Microsoft Word, Excel and Outlook;
  • Ability to think creatively