Workplace Experience Manager

Job Title Workplace Experience Manager Job Description Summary The Experience Manager will be a key member of the Cushman & Wakefield onsite account team for the client. This individual will be responsible for supporting the creation of a workplace experience program that leverages technology, workplace design, amenities, and services to help drive employee engagement and retention for our client – ensuring people feel productive, healthy, and happy in a frictionless workplace. The Experience Manager will leverage employee data (both quantitative and qualitative) to help build a program that takes the employee workplace experience to the next level, partnering with cross functional teams to implement the strongest and most meaningful solutions. This individual will be responsible for the day-to-day tasks and initiatives related to the program. The ideal candidate will be hospitality-focused, showcase a contagiously positive attitude, exceptional communication skills, and have the ability to support facilities management and operations professionals in a faced-paced environment. We are looking for a highly collaborative self-starter who will thrive in situations where he/she can interact with and help people.

Job Description Responsible for the oversite of Ambassadors and day-to-day people management duties for all Lead Ambassadors at a specific building, set of buildings, and/or sites. This includes managing schedules, providing guidance, and ensuring that the team is meeting expectations. Functions as the primary escalation point for Lead Ambassadors and ensures all complaints, questions and concerns that were escalated have been properly addressed. Work with cross functional teams in Facilities Management, Janitorial, Design, Space and Occupancy Planning, Strategy, and Communications to help build and implement Client-specific programs focused on delivering exceptional employee experiences in the workplace.   Collaborate with cross functional teams to obtain Voice of the Customer data (quantitative and qualitative) to capture service needs. Share information with leadership and cross functional teams. Spearhead hospitality training programs for onsite Cushman & Wakefield service teams to ensure colleagues greet employees and guests with utmost courtesy and urgency to provide hands-on assistance when required. Help implement experience related guidelines, best practices, and standards for employees and cross-functional service teams.  Continuously evaluate and identify innovative ways to streamline and enhance service delivery to maximize the employee experience. Support the development of short- and long-term tactical plans and programs for the innovation of workplace amenities and services based on strategic plans and user data. Regularly assess space readiness, ensuring workspaces, conference rooms, and offices are employee ready. Proactively identify needed repairs, maintenance, or updates required in the workplace. Ensure complaints, questions, concerns and suggestions from employees are addressed and conduct follow-up, if needed. Provide “White Glove” service to Executives and key stakeholders.  Ensure prompt and efficient follow up on any issues/ requests. Help articulate program goals and vision through storytelling, supporting data, and business cases. Support development of case studies to showcase ROI and impact. Project an approachable and professional image in personal appearance, manner, and demeanour. Help develop building initiatives designed to create connections between occupants. Responsible for delivering results related to all employee experience and customer satisfaction KPIs.   Key Competencies Competency in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook) required Must be able to use laptop, mobile device and wireless technologies Showcase strong business acumen  Comfortable corresponding with executive level clients, and interacting with individuals at all