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Customer Experience Manager
Reporting to: Head of 105 Victoria Street
What this job involves:
By blending premium hospitality with the modern workspace, 105 Victoria Street is redefining the commercial office experience. This service-first philosophy is why we refer to both our corporate occupiers and on-site retail partners as "Customers", ensuring that everyone who works in, shops at or steps into our building enjoys a seamless, world-class environment.
You will act as the primary liaison for Customers, helping them seamlessly connect with the building amenities, including The Arena (3,800 sq ft multipurpose space) and The Garden (London’s highest urban farm). Working in partnership with the Community & Amenities Manager, you will ensure that retail activations, commercial programming, and corporate wellness align with the building's target certifications of BREEAM ‘Outstanding’ and WELL ‘Platinum’.
What your day-to-day will look like:
Customer Experience and Placemaking
Supported by the Head of 105, define and ensure smooth implementation of the 105VS Customer Experience Strategy
Plan and deliver Customer Welcome Sessions, not only as part of our Occupiers’ initial onboarding, but also ensuring there is a regular fortnightly session for all new starters
Plan and deliver a year-round corporate events calendar focused on wellness, professional networking, seasonal activations and building-wide social events
Liaise with the Community & Amenities Manager to enable the commercial booking and activation of common areas for Customers, including the Arena and The Garden.
Establish and facilitate regular Customer feedback panels and focus groups, analysing trends and disseminating key insights across departments to inform asset strategy and continuously evolve the service offering
Have oversight of the annual calendar of Customer and committee meetings, preparing and delivering comprehensive quarterly updates on customer engagement, app metrics and operational deliverables to ensure reporting and KPI requirements are met
Lead the onsite FOH team and manage the appointed service partner to deliver a world-class, five-star welcome for all Customers and visitors, ensuring daily operations and service delivery are consistently measured and maintained against agreed monthly Key Performance Indicators (KPIs)
Digital Community & Communications
Lead the day-to-day content creation of the Workplace App, consistent with the 105VS brand, ensuring it is a high-value resource for our Customers
Write and distribute engaging Customer communications, weekly newsletters and digital signage content to promote upcoming building activities and retail offers
Provide content for social media campaigns to external creative and communications agencies
Ensure all activities and good news stories are successfully communicated to the correct audiences via internal and external communication channels
Support with creation of branded documents, presentations and other marketing collateral required by the wider team
Social Value, Wellness, & Sustainability Integration
Deliver Customer-facing wellness programmes and educational initiatives that support the building's BREEAM ‘Outstanding’ and WELL ‘Platinum’ ambitions
Partner with the Community & Amenities Manager to connect corporate Customers with local Westminster charity initiatives, the 105VS Community Fund and corporate volunteering…