Customer Experience Manager

4 weeks ago

Sydney, Australia Investa Full time

We’ve made it our business to understand how people want to work today, tomorrow and beyond and as you’d expect, we practise what we preach in our own workplace as well.​

Investa is one of Australia's largest and most well-known commercial real estate companies, committed to helping workplaces to thrive.  We manage and develop office buildings in Australia's major business districts. Buildings designed for the way people work today - and the way we want to work in the future.

We have an exciting opportunity at Investa: we're currently in search of a Customer Experience Manager. In this role, you'll be instrumental in implementing a customer-centric model to enhance operational performance through events. You'll have the chance to celebrate key events throughout the year, fostering diversity, inclusion, and increased tenant engagement. Working closely with the Investa team, you'll play a pivotal role in delivering outstanding customer experiences across four assets located in Sydney CBD.
This dynamic position is ideal for someone with exceptional customer service skills, adept at clear communication both verbally and in writing. You should excel in adapting to various situations, personalities, and technologies. As our Customer Experience Manager, your innate talent for event organisation and collaboration will shine through. Your meticulous attention to detail and commitment to following up on enquiries will ensure a seamless customer experience.
If you thrive in a fast-paced environment where each day brings new challenges and opportunities, this role could be the perfect fit for you.

Key responsibilities include (but are not limited to):

  • Implementation of the Tenant Engagement Program and budget
  • Help create, manage and facilitate in-building events in conjunction with the appropriate stakeholders
  • Manage the concierge, work with our content provider, activation companies, and creative agencies to deliver successful in-building events in line with the tenant needs and the Head of Customer Experience’s directive and approval
  • Facilitate the preparation, collation and delivery of tenancy related communication and documentation to assist in the effective management of the assets including the Tenant Information Manual and tenant satisfaction surveys
  • Manage the local relationship and performance of the contractors appointed to deliver the concierge and Insite app/portal
  • Maintenance of tenant key contacts in Voyager, Insite, CRM and Hubspot
  • Promote Health & Wellness programming in the portfolio
  • Pro-actively manage tenant relations to support customer centric business model
  • Promote and be an advocate for Investa’s sustainability platform to key external stakeholders and tenants
  • Act as a point of contact as directed by the Property Teams for tenant requests and enquiries
  • Proactively manage communications between the various stakeholders in the building including the tenants and management team

What you will need to be successful: 

  • Tertiary qualification in relevant field and/or related customer service, marketing or event management or hospitality events discipline is highly desirable
  • Proven content writing and publishing skills in a digital environment
  • Proven experience in administrative capacity in a corporate environment
  • Demonstrated experience managing events and campaigns.
  • Competent in MS Word and Excel is essential
  • Strong relationship building and interpersonal skills
  • Strong communication skills (verbal and written) creative writing and report writing
  • Ability to prioritise and manage time effectively
  • Skilled in analysing data and make recommendations
  • Knowledge in property fundamentals is essential
  • Understand tenant and stakeholder drivers and needs

Why join Investa?

We’re an organisation known for its culture – it’s unique, friendly and transparent. We work hard to maintain our culture and have received some pretty cool accolades along the way:

  • Australian Workplace Equality Index (AWEI) LGBTQ Inclusion 2023-2026 Bronze (Small Employer)
  • Certified Family Friendly Workplace since 2020
  • Workplace Gender Equality Agency (WGEA) Employer of Choice for Gender Equality (since 2019)
  • AFR Boss Best Places to Work (Property, Construction, Transport sector) – First Place (2021)
  • Australian HR Awards – Excellence Award: Best Workplace Flexibility Program

It’s not all about the awards though We offer our people opportunity to grow and shape their career, with support including Leadership programs, education assistance, study assistance, professional membership fee support and generous parental leave and return to work benefits.
We know that the lines between work and home life have blurred over the past few years and we do our best to support our people with having the flexibility they need to be able to do the things that are important to them. Whether it’s a morning surf before work, leaving a little earlier to take the kids to sport our flexible working policy provides over 21 different formal flexible working options. The truth is though that the options are unlimited – talk to us about what works for you, and we’ll do our best to make it work for us too.
Back to the environment we create though, we are so proud that Investa is a safe, diverse and inclusive workplace where you can truly be yourself.  We particularly welcome applications from individuals in Aboriginal and Torres Strait Islander communities, as well as those identifying as LGBTQ or neurodivergent. Even if you don't meet all criteria, we encourage you to apply and let us know more about you – if this isn’t the right opportunity for you, there may be another opportunity coming up.
We understand that traditional hiring processes can come with challenges for some people. If you have a disability, identify as gender diverse or are neurodivergent, please reach out to our Talent Acquisition Manager, Ella Mannix at emannix@investa.com.au  and Ella will tailor our processes to accommodate your specific needs. If you require no additional assistance to accommodate your requirements and wish to be considered for this position, kindly submit your application online.
We are inundated with a high volume of application responses, therefore, we request that applications not be submitted directly to an email address.

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