Customer Experience Manager

Location

Sydney - 32 Carrington Street, Level 1

Business

Within our office business, this conviction guides every aspect of our work. Our signature structures not only define skylines but are also true destinations — bringing together office areas, retail spaces, and dining options all in one. And our high-end design capabilities and strong sustainability practices allow us to create properties that raise the bar for real estate everywhere. It's why the world's most respected businesses, non-profits, and start-ups choose us as their partner.

If you're ready to be a part of our team, we encourage you to apply.

**Job Description**:
We are looking for an experienced Customer Experience Manager to join our team in the heart of the Sydney CBD. This role will be responsible for creating strong customer relations and developing strategies to further improve tenant experience.

**Key responsibilities**:
Manage all aspects of the buildings' soft services, tenant facing facilities and technology
Maintain an active awareness and understanding of local experience trends, innovations, and opportunities.
Identify and lead the implementation of best practices and break through innovations and monitor progress globally.
Establish and manage ongoing relationships with relevant stakeholders, in particular key tenant contacts.
Drive customer participation in ESG initiatives
Implement customer experience (hospitality) focused training to all concierge staff ensuring service excellence at each building.
Drive effective tenant communication and presentations, Including new tenant site tours.
Liaise and support tenants in their queries
Assist in the preparation for the Client an annual operating budget/s and agreed with the Brookfield Property Manager or Head of Property & Facilities Management er.
Present and discuss aspects of strategy and recommendations in regard to proposed services for the site with the Brookfield Property Manager of Property, Head of Property and Facilities Management and/or the National Operations Manager.
Assist with preparation of the Client reports to the requirements of the Management Agreements or as directed by the Client.
Participate in required meetings and planning activities
Monitor and ensure that periodic meetings and reviews are held with tenants, subcontractors and suppliers.
Conduct periodic maintenance inspections of the building and report on any findings.
Regularly inspect the property and prepare reports identifying any risk areas which should be reported
Manage the tenant service requests to receive, monitor and address tenant requests and achieve best practice customer service levels.

**About you**:
Tertiary Qualification preferred or alternative Industry recognised course in property related discipline.
Minimum 5 years' experience working in property in a customer facing role.
High level written and verbal communication skills with an emphasis on analysis and strategic planning and succinct reporting and recommendations.
High level in analysis, evaluation and recommendation of processes.
Well-organised and methodical manner.
High level of knowledge in current computer software with essential knowledge of Word, Excel, Outlook (or related programme) and Internet
Confidence to take independent decisions but with the judgement to take advice when required.
Honest and ethical
Proven record in supervision of staff
Demonstrated ability in lateral thinking and innovative methods.
Sound technical knowledge of building services including associated legislation and standards.
Sound ability to communicate on all levels.
A problem-solving ability to think 'on the run' and 'outside the square'.