CASY-MSCCN Jobs

Regional Customer Experience Operations Lead

Job ID

169485

Posted

06-Jun-2024

Service line

Advisory Segment

Role type

Full-time

Areas of Interest

Communications/Public Relations, Customer Service, Property Management

Location(s)

New York - New York - United States of America, New York City - New York - United States of America

Are you ready to start an exciting career with CBRE?

About The Role:

The Regional Customer Experience (CX) Operations Lead will work closely with the product, client solutions, operations, and Host teams to positively influence, facilitate and support the operationalization of asset and client-specific customer/tenant experience (CX/TX) services.

This is a dynamic and hands-on role for a hardworking community engagement and hospitality expert, who thinks strategically but knows what it takes to perform at a high level. Applying collaborator management expertise, you will form deep relationships with onsite teams, Property Managers, partners, and clients to influence, support and coordinate the onsite team's implementation of CX/TX strategies and plans for properties, portfolios, and clients.

This position will be based in our New York office location, as well as potentially working in a hybrid or client environment. Local travel expectations are up to 25%.

What You'll Do:

Roles and responsibilities will cover the support, influence and integration of our People, Place, and Digital products to be implemented on client sites and may include the following:

• Work directly with Product, Property Management, Market Operations and Client Solutions to ensure the contracted client scope of works is delivered

• Support talent identification, recruitment, hiring, onboarding, and retention for onsite CX (Customer Experience) teams and resources as well as supporting local onsite teams in establishing leave coverage criteria and resourcing

• Provide formal CX mentoring and professional development to onsite CX team members

• Ensure completion of relevant CX and compliance training by all team members

• Provide recommendations on required additional resourcing to meet client requirements

• Support Place workshop(s) for client(s) to develop CX strategies where required

• Support onsite team in Launch and Place Activation planning and operations where required

• Facilitate and lead all aspects of performance reporting (SLAs/KPIs) as agreed upon with clients in their remit

• Ensure adequate training and support for onsite teams TX/CX digital products

• Coordinate and facilitate digital platform reporting and KPIs as agreed to by client

• Review monthly reporting from covered geography and provides feedback and analysis to product team and market leaders to ensure continued growth and success

• Work collaboratively with Product and Onsite teams on ensuring quality and compliance of TX/CX partners

• Develop a culture of knowledge and standard process sharing across onsite operations

• Work with the PM teams and People teams in ongoing development and engagement of onsite TX/CX teams

• Support development, management/oversight of P&L for relevant amenity centers etc

What You'll Need:

To perform this job successfully, an individual will need to perform each crucial duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.

5+ years of proven experience in people management/leadership.

5+ years experience within real estate, place-making, business development, and/or account management.

Strategic planning skills (understanding business goals, strategic plans, metrics, and challenges; collaborating on solutions.)

P&L literacy

Proactive, communicative, organized, collaborative, and personable with a track record of working optimally across teams and within teams.

Excellent writing and verbal communication skills.

Extensive experience in operations, hospitality, community, real estate technology, place-making and or partner management.

Why CBRE?

When you join CBRE you will have the support and resources of a global firm where an entrepreneurial mentality is encouraged. You'll realize your potential with exciting work, fast-paced assignments, an environment of constant learning and dedication to results! To enable your success, we provide the best tools, training and leaders in the industry.

Our culture is built on ourRISE (https://www.cbre.com/about-us/culture-and-history) values and reflects the needs and perspectives of our clients and our people. Our work is guided by our North Star: Crafting the real estate solutions of tomorrow, so businesses and people thrive.

Coming to work for CBRE, you will receive a comprehensive benefits package, 401k, and extraordinary perks such as career growth and longevity!

Equal Pay Disclaimer

CBRE carefully considers multiple factors to determine compensation, including a candidate’s education, training, and experience. The minimum salary for theRegional Customer Experience Operations Leadis $115,000 annually and the maximum salary for theRegional Customer Experience Operations Leadis $127,000 annually. The compensation that is offered to a successful candidate will depend on the candidate’s skills, qualifications, and experience. Successful candidates will also be eligible for a discretionary bonus based on CBRE’s applicable benefit program.

Equal Employment Opportunity: CBRE is an equal opportunity employer that values diversity. We have a long-standing commitment to providing equal employment opportunity to all qualified applicants regardless of race, color, religion, national origin, sex, sexual orientation, gender identity, pregnancy, age, citizenship, marital status, disability, veteran status, political belief, or any other basis protected by applicable law.

Candidate Accommodations: CBRE values the differences of all current and prospective employees and recognizes how every employee contributes to our company’s success. CBRE provides reasonable accommodations in job application procedures for individuals with disabilities. If you require assistance due to a disability in the application or recruitment process, please submit a request via email at recruitingaccomodations@cbre.com or via telephone at +1 866 225 3099 (U.S.) and +1 866 388 4346 (Canada).

NOTE: Some, but not all, of our positions may have an additional requirement to comply with COVID-19 health and safety protocols, including COVID-19 vaccination proof and/or rigorous testing. If you have questions about the requirement(s) for this position, please inform your Recruiter.

CBRE, Inc. is an Equal Opportunity and Affirmative Action Employer (Women/Minorities/Persons with Disabilities/US Veterans)