Job Description

ROLE

The role of the Customer Experience (CX) manager at The Forum is a dynamic and visionary role, working with the property management transformation team, to create a vibrant, dynamic, delivering memorable moments - everyday. CX Manager will have the unique opportunity to build

an exciting destination

in the heart of Gloucester, with customer experience, community, amenities, and technology at its core.

CX Manager will lead the onsite marketing initiatives by managing The Forum's social media handle, execute the media facade content design, draft and deliver the engagement planner to ensure we achieve the highest occupiers satisfaction ratings.

CORE RESPONSIBILITIES

Basics done better - Ensure the fundamentals of customer services are followed and delivery to the highest standards

Deliver a warm hospitality-style welcome and a fond farewell to clients, customers, and guests, ensuring they receive a unique experience throughout their time at the property

Actively assist with marketing initiatives and viewing activity.

Co-ordinate with all key stakeholders including the hotel to maximise value for the community.

Create, plan and execute community, occupier & social value engagement initiatives working closely with the Beyond leadership team

Launch & maintain property social media handles, as well as maintain a social media content planner

Schedule and manage content for the external media facade as well as internal digital screen working closely with the site team, marketing partners and community stakeholders

Manage and administer any customer services portal and app to drive engagement and adoption by the estate community

Maintain and produce CX specified reports (pre and post execution data)

Illustrate statistics on various matters such as occupancy level, energy consumption, specific BMS data, key depravation areas

Obtain and evaluate CX feedback from customers, guests and stakeholders, draft improvement action plans

Increase client, customer, guest and service partner loyalty and achieve highest satisfaction ratings

Mapping property customer journeys in order to identify CX enhancement opportunities

Lead by example and inspire wider onsite teams

Track, oversee and optimise all customer interactions to build strong relationships with all stakeholders

Follow Beyond: Front of House standard operating procedures and guidelines

Responding to telephone or email enquiries from internal or external clients in a professional manner, ensuring appropriate follow up on any actions as required

Ensure property guest management processes are strictly followed

Deal with complaints and offer prompt resolutions, escalate where necessary

Proactively design processes and preventive measures to eliminate any complaints and service delivery shortfalls

Ensure all front of house areas including the lounge are always immaculately presented

Data processing and management of databases, ensuring accurate and timely import of information

Firmly abide by Beyond: Front of House dress code and personal presentation policy

Log any property faults/issues with the Facilities Management team

Carry out daily/weekly walk arounds to personally engage with the occupiers

Practice quality assurance inspections (internal & external)

Job Types: Full-time, Permanent

Pay: 30,000.00-32,000.00 per year

Additional pay:

Performance bonus
Benefits:

Company pension Life insurance Private medical insurance
Schedule:

Monday to Friday
Experience:

Hospitality: 2 years (required)
Work Location: In person