Experienced Workplace Experience Manager Required

2 weeks ago

Dublin, Dublin City, Ireland beBeeCustomerExperience Full time €42,000 - €72,000

Workplace Experience Manager role involves leading all aspects of the workplace experience, overseeing desired behaviors, helping orient and settle new staff, and managing facilities to provide a great experience.

You will bring your people-focused skills, including strong stakeholder management, relationship-building, continuous engagement, and communication as well as your ability to proactively support the needs of our staff, clients, and business partners.

In this role, you will be instrumental in ensuring the workplace delivers a great experience for staff, owning the space within your portfolio of buildings, and resolving queries and issues.

Key Responsibilities:
  • Lead Customer Experience services within the workplace and its impact on employees and visitors
  • Communicate effectively with key influencers across the organization
  • Owning the space within your portfolio of buildings to deliver a fantastic customer experience
  • SUPPORT strategic JLL contract journey
  • Liaise with teams and stakeholders
  • Ensure service delivery and customer experience meet expectations
  • Inform team about operational updates, processes, and account-wide objectives
  • Provide reports and data as required
  • Drive operational 1FM Workspace Experience Survey NPS
  • Manage operational aspects of the portfolio, coordinating with suppliers to ensure high standards are maintained
  • Own operational space to ensure a fantastic Service Journey for customers
  • Support the look and feel of portfolio buildings from housekeeping and cleaning perspectives
  • Aware of projects impacting operational delivery, contract, or Verizon risk
  • Assist in managing, monitoring, and reporting on operational performance, including delivery of planned and reactive works and financial management
  • Ensure full statutory and operational compliance in line with contract KPIs
  • Work within agreed financial parameters, ensuring security, health, and safety items are completed within SLAs
  • Comply with JLL H&S processes and procedures, including internal and external audits
  • Participate in team and management meetings, ensuring customers receive prompt and efficient service
  • Regularly monitor customer feedback and develop action plans based on results
  • Maintain effective relationships with clients by understanding their needs and translating them into location solutions
  • Deliver on service objectives promised to customers, clients, and teams
  • Establish and maintain controls to ensure security of premises, materials, money, and resources
  • Aware of changing customer needs and adapt accordingly
  • Provide excellent client service
Person Specifications:
  • Passionate about providing great experiences for people
  • Strong relationship-building skills to understand and respond to staff and customer needs
  • Proven ability to motivate, lead, and develop a team
  • Ability to interface across all levels of the organization
  • Ability to negotiate and influence across client and supplier organizations
  • Ability to understand problems, their impact, and provide timely resolutions
  • Empowered to take action and resolve issues quickly and thoughtfully
  • Computer literate
  • Good written and verbal communication
  • Ability to build and maintain relationships
  • Ability to lead, motivate, and develop a team
  • Excellent time management and organizational skills
  • Ability to react quickly and decisively when faced with problems
  • Ability to work under pressure and to tight deadlines
  • Commercial and financial awareness in a client environment
  • College degree preferable; additional relevant experience acceptable
  • 2-4 years of experience in customer service and/or retail/sales role, ideally in a multinational organization

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