Customer Experience Manager

Description:

**Customer Experience Manager - Central London 

Greenwood & Partners Recruitment Ltd is partnering with a leading property and facilities management business to appoint a Customer Experience Manager for a prestigious portfolio of estate and trophy buildings in central London. This is a leadership role for a hospitality professional who wants to shape the day-to-day experience of occupiers, visitors and the wider building community.

The role

- Lead and develop a Front of House and CX team, setting the standard for a five-star, hospitality-inspired service
- Own the end-to-end customer journey, from a warm welcome to a memorable farewell
- Gather and analyse feedback, then turn it into practical improvement plans with building and facilities teams
- Make sure every site is fully staffed, immaculately presented and running to specification
- Coach and train the team through regular 1:1s and hospitality-focused development
- Work with service partners to build a joined-up, customer-focused culture
- Support community events and initiatives that bring the buildings to life
- Produce CX reporting and work closely with senior management to deliver the wider strategy

What we're looking for

-Proven hospitality, meetings and events experience
- Direct line management experience
- Confident, engaging communicator who builds strong relationships at every level
- Solutions-focused with a creative mindset and a real sense of urgency
- Strong organisation and time management skills, with good working knowledge of Microsoft Office
- Commercial awareness and a keen eye for the latest CX trends