Customer Experience

No matter your background or personality, if you bring a passion, and a drive to do your very best, you are welcomed here. We know that our people do their best work when there are diverse opinions and everyone feels valued and included. Because an inclusive workplace not only means people feel empowered, it also helps build a stronger business where great things happen.

Where a role is advertised as full-time, Charter Hall operate a flexible working environment and would be open to discussions on how this role could be performed.

This role is responsible for:

·       The wholistic customer and community engagement strategy and execution including social sustainability, wellness, art, music, food and cultural experiences.

·       Leveraging engagement on Charli and 360 Queen workplace apps to create, grow and enhance the building and precinct communities via an integrated and strategic approach with all activations and communications.

·       Driving and delivering consistent and exceptional customer experiences and informing the development and evolution of the overarching Customer Experience strategy for assets in QLD. 

·       Preparation of reporting on activations and events as required by Group, Funds and ESG team.

·       Driving the strategy and marketing plan for retail precincts within the portfolio.

·       Supporting the asset leasing marketing strategy.

Strategy

·       Ensuring alignment and integration of the Office portfolio Customer Experience strategy, asset brand, communication channels and event programs at the assets.

·       Supporting the National Customer Experience Manager with delivery of the Customer Experience strategy.

·       Delivering customer experience initiatives as developed by the National Customer Experience Manager.

·       Assisting with driving customer satisfaction and supporting with tenant customer research programs where required.

·       Understanding and managing audience segments and ensuring messaging is tailored accordingly.

·       Assisting in enhancing and executing the Customer Experience strategy to grow tenant customer and community participation.

·       Working with the Property and Marketing teams to drive engagement on Charli and 360 Queen workplace apps.

·       Working with Property teams on development and implementation of asset specific engagement strategies and tenant engagement plans.

Communications

·       Developing and implementing precinct and asset level communication and content plans for Charli and 360 Queen workplace apps, the asset websites, social media and other relevant communications channels.

·       Ensuring communications channels are set up with templates and branded with asset, Charter Hall and / or Charli and in accordance with brand guidelines.

·       Creating messaging and content that is on brand, encourages participation and community growth to support events, activations, campaigns and initiatives.

·       Managing creative agencies for production of templates, messaging and communication materials where necessary.

·       Feeding precinct news and images to Charter Hall for online news, LinkedIn and internal communications usage in a timely manner.

·       Monitoring communication channels and providing analysis/insights to drive engagement, e.g. open rates of eDMs, event invites, portal click-throughs, etc.

·       Supporting the Property Management team with customer and community materials that reflect the asset and Charter Hall brand.

Activations

·       Forward planning and overseeing events and activations in conjunction with the Property Management team.

·       Working with the broader Customer Experience team to identify synergies across the regional Office portfolio to drive economies of scale, maximise efficiencies, identify areas for improvement and leverage opportunities through partnership networks.

·       Providing tenant customer relationship support for Customer Experience initiatives.

·       Briefing and managing external event providers to facilitate asset level events (where required).

·       Working with Building Management team and external event providers to ensure risk and EH&S assessments are complete for all events and activations.

Operational

·       Updating and maintaining content within the Charli and 360 Queen workplace apps including newsfeeds, building information, retail offers, events, concierge information and other content as required.

·       Regular interaction with suppliers / contractors and ensuring service delivery is in line with Charter Hall's commitment to customer service and high-quality experience.

·       Understanding the role and impact of asset refurbishments and working with relevant stakeholders to manage processes and implement communications accordingly.

·       Supporting a competitor analysis of Customer Experience programs across industry peers.

·       Attending meetings with Charter Hall, tenant customers, contractors and other stakeholders as required.

·       Managing and maximising relationships with partner providers and be across operational systems as required, such as but not limited to event providers, Ooh Media, CBRE Host / VTS, tenant portals, CRM, etc.

·       Undertaking other duties and tasks as your manager may reasonably direct from time to time.

A spirit of shared success

Together, our efforts shape the success of our customers and communities for years to come. That spirit of shared success is just as important for our people. And, it's not just something we say. Our employees are literally invested in our business – as shareholders.

Learning

On-the-job experiences. 24/7 online learning. Conversation series. Peer to peer coaching. Study leave and financial assistance. LinkedIn Learning.

Well-being

Sonder 24/7 EAP. Tuesday breakfasts. Well-being leave. Monthly Gather events. End of Trip facilities. WELL-accredited workplaces. Flu vax. Well-being speakers, resources and events. 

Wealth

Short and long-term incentives. Salary continuance and crisis insurance. Employee securities. Discounted gym memberships and fitness wearables. Free health checks. Salary packaging. Discounted Qantas Club membership. Accor hotel discounts.

Family

16 weeks paid primary carers leave. 4 weeks secondary carers leave. Support for parental transition. School holiday programs.

Leave

Thank you day. Birthday leave. Purchased leave. Career breaks. Well-being leave. Volunteer leave.

Community

Pledge 1%. Volunteer leave. Community spaces. National partnerships. Workplace giving. Dollar matching.

To learn more about us visit our LinkedIn page