Job Description

Description

To collaborate with the client and other service partners, and to lead strategic development and operational delivery of the estate's experience strategy, delivering exceptional experiences, through a team of Operations Managers and wider team of 100 to the Power Station's residents, occupiers and guests.

Key responsibilities

Lead and inspire the delivery of exceptional experiences for residents, occupiers and guests which differentiate the estate and demonstrate value for money through our team of experience professionals and more broadly across all service partners working on the estate. Understand client strategies and objectives and develop strategic and operational solutions that create win-win solutions. Work in partnership with estate management and the client, and using Ethos Farm's expertise to develop and deploy elevated and differentiated service to customers that drives loyalty, reputation, footfall and revenue. Collaborate with service partners to identify opportunities to enhance experiences and resolve detractors including cleaning, security and maintenance. Identify opportunities to share best practice and deliver efficiencies to deliver value for money for the client and against the service charge. Use data, insights and benchmarking to understand and report performance and to identify innovative opportunities to mitigate or remove detractors and to enhance the experience. Be an active member of the Battersea Power Station estate management leadership team, encouraging one team working across all products and teams, and championing the values of SPIRIT. Build relationships with the Ethos Farm CX consultancy, learning, innovation & data, and front of house functions to utilise our capability to deliver objectives at the Power Station. Manage team wellbeing, engagement and performance in line with our employee experience strategy. Ensure compliance with estate policies, processes, the contract and Ethos Farm policies. Lead the annual budgeting process and identify opportunities for efficiency. Identify and share learning opportunities to continuously improve our impact. Be an advocate for our brand and consistently live and demonstrate our Ethos Farm values.

Required knowledge, skills and experience

Recent experience working in premium / luxury retail, guest experience or residential concierge environment. Exceptional personal presentation. Obvious passion for creating exceptional experiences. Commercially astute with confidence to write and manage the budget and delivery in line with the contract. Ability to build strong and effective relationships with internal and external stakeholders and teams, including the ability to inspire and influence. Right to work in UK.

About our team

We're proud to be working at Battersea Power Station to help our client delight their residents, occupiers and guests. We are proud to provides Guest Services, Reception Services, Residential Concierge and to be the managing agent for the Official Guided Tours.

At its peak, Battersea Power Station was supplying a fifth of London's electricity. After decades of sitting derelict, it is now open to the public as one of London's most exciting and innovative new destinations. The very building which once produced the energy that enabled people to eat, drink, shop and play in the City, now provides the venue for a new generation to do the same.

About Ethos Farm

We're award-winning specialists in Employee Experience and Customer Experience, providing consultancy services, learning, people and data & technology solutions globally.

We work with leading brands across sectors including aviation, retail, rail and real estate, to cultivate and nurture thriving cultures and to overcome some of their most complex challenges.

We take pride in the fact that we're always making a difference and adding value. This means that we go above and beyond to provide our customers, clients, and our colleagues with an exceptional experience.

Our values are:

We work together We deliver the best for our clients, customers and each other. We deliver extraordinary service We inspire and leave a brilliant impact. We see opportunity We find solutions to exceed expectations. We are inclusive and kind We value the contributions and part we all play. We have fun We raise smiles and love what we do.

Working here

We're proud to be a certified Great Place to Work We believe that a diverse team brings different perspectives and experiences that drive innovation and success. We actively encourage applications from individuals with diverse backgrounds, including those from underrepresented communities. You'll get access to a range of benefits including our Employee Assistance Programme offering free and confidential support and advice; our health cash plan which provides money off medical treatments; our discounts platform providing offers for hundreds of retailers to save you money; our financial wellbeing tool to help you manage your finances and our Mortgage brokering service. Onsite discounts. Discretionary performance bonus. Company pension contributions.
Job Type: Full-time

Pay: 75,000.00-85,000.00 per year

Benefits:

Additional leave Company events Company pension
Experience:

premium retail, or residential concierge: 3 years (preferred)
Work Location: In person