People Services & Experience Lead
At CBRE, you are empowered to take your career path into your own hands. Our people enjoy workplace flexibility in a global organisation with tremendous scale providing corporate real estate and property services.
Host by CBRE is an experience offering that connects the employee to their environments via technology, amenities, and communities that matter the most.
The Host offering, which can be tailored to specific client requirements, features a robust mobile experience that allows users to navigate the workplace, schedule meetings with colleagues, reserve workspaces, implement food and beverage services, and access building and concierge services.
Host’s scalable product suite includes concierge-quality services provided by talented CBRE hosts ; world-class customer service training and certification;
and a powerful, enterprise-grade technology platform.
The People Services & Experience Lead is responsible for delivering exceptional experiences for clients across APAC. The successful candidate 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.
Key to success is the ability to champion customer experience in an integrated and strategic approach across all activities, shared amenities and communications.
KEY RESPONSIBILITIES : Strategy
Work with owners to define the shared amenity offering and ensure a connected way to operate these spaces
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
Create and implement communication and content across all building touchpoints including the Host app, digital signage, eDMs and other
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
Develop a suite of communication responses for operational notifications and development updates
Create communications strategies to highlight Key activities and encourages participation on the events calendar
Hospitality & Events
Create and oversee the Community events and activations calendar
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
Provide Tenant Customer relationship support on Customer Experience initiatives
Work with Concierge teams to implement onsite events, activations and activities
Regular interaction with suppliers / contractors to ensure service delivery is in line with commitment to customer service and high-quality experience
Understand the impact of development and opening a brand-new asset on tenant customers, and work with relevant stakeholders to manage processes and implement communications accordingly
Regularly provide competitor analysis of Customer Experience programs across industry peers
Attend meetings with Owner, Tenant Customers, contractors and other stakeholders as required
Ensure presentation standards are upheld
SKILLS & EXPERIENCE
7years+ experience in a services Marketing role
Knowledge of the property industry preferred but not essential
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
Demonstrable risk management knowledge and can identify, analyse and mitigate common risks
Proven ability to think creatively and manage multiple projects concurrently
Excellent written and verbal presentation skills