Customer Experience Manager

6 months ago

Perth, Australia JLL Full time

JLL supports the Whole You, personally and professionally.

Shaping the future of real estate for a better world

At JLL, we see a Brighter Way forward for our clients, our people, our planet, and our communities. With over 200 years of real estate experience, we are, and always have been, in continual pursuit of brighter ways of working.

We bring to life see a Brighter Way in all that we do by seeking better, smarter, more innovative ways of working. We approach our work in a warmer, more optimistic, and inclusive way.

JLL is a global leader in helping clients envision where people will live, work, play, shop, and eat.

**What this job involves**:
JLL is looking for a part-time Customer Experience Manager to be located on-site in Perth CBD.
The primary responsibility of this role is to develop and foster the relationship with the building’s customer partners, and to assist in ensuring all services, branding, marketing and presentation of the Property is in keeping with premium grade standards. Through the execution of a series of events and customer engagement activities throughout the year the CxM is also required to nurture a sense of community throughout the precinct (in collaboration with Building Management).

**Accountabilities include**:
Lead the Building Management Team in the execution of a site-specific Customer Engagement Strategy; designed to engage across multiple levels within customer organisations through events and communications
Drive the development of Customer Experience Strategies utilising your knowledge of the Perth market, working alongside the National Placemaking and Customer Experience Manager
Run Voice-of-the-Customer programs, including pulse surveys and understanding customer sentiment via feedback
Ongoing client liaison and stakeholder management
Coordinate the provision of bespoke services and management of amenity offered by the building to its customers
Overseeing content management for all front-of-house digital platforms including website, social media, community portal, lift screens and directory boards
Ensure that all building related marketing collateral and customer touchpoints convey the brand consistently and effectively
From time to time, review the marketing collateral to ensure a contemporary, easily identifiable brand that differentiates the quality and services of the building against competing assets
Being a friendly and helpful first point of contact for enquiries
Engaging and overseeing internal and external resources to deliver functions within the scope of works
Driving continuous improvement through measuring performance and identifying opportunities
Preparing reports and attending regular meetings with the client and tenant customers
Keeping abreast of Customer Experience and Service Training for self, and team including understanding industry trends and benchmarks
Ensuring that work is delivered in a timely manner and to a high standard

An experienced marketing professional who is passionate about creating a superior customer experience.
You will be expected to understand the Client’s overarching strategy and encourage internal and external stakeholders to ensure all work is in alignment with the Client’s objectives.

Key skills
Excellent literacy, communication and interpersonal skills that can be tailored to suit different people and situations
Ability to manage a high volume of output with tight deadlines
Strong stakeholder management skills
Sound computer skills including Microsoft Office suite
Ahigh level of attention to detail

Employee specification
2+ years’ experience in a customer service, placemaking, marketing and/or events management role
Proven event management and customer engagement experience is preferred
Experience managing conflicting deadlines and expectations

**Desired but not required**:
Understanding of legal and lease terminology and the legal obligations of both tenants and landlords
Proven capacity to understand and interpret commercial contracts and leases
First Aid Officer desired or willingness to be trained
Floor Fire Warden desired or willingness to be trained

What can you expect from us?

You’ll join an entrepreneurial, inclusive culture. One where the best inspire the best. Where like-minded people work naturally together to achieve great things. Join us to develop your strengths and enjoy a fulfilling career full of varied experiences. Keep those ambitions in sight and imagine where JLL can take you.

As an organisation, we don’t just accept that we are a place of many different people, but we embrace it, we celebrate it, and we proactively support the needs that difference brings. JLL is committed to equal opportunity and building an inclusive workplace. This is why, for more than a decade, we continue to rank among the World’s Most Ethical Companies.

Personalized benefits that support personal well-being and growth:
JLL recognizes the impact that the workplace can have on your wellness, so we of

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