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About the Role

The Occupier Experience and Relationships Manager will lead day-to-day relationships with commercial occupiers at Battersea Power Station, fostering trusted partnerships and ensuring occupiers feel informed, valued, and connected. This role focuses on relationship management and experience, translating occupier insights into actionable plans and coordinating across teams to enhance the occupier journey.

Responsibilities

• Act as the principal relationship contact for commercial occupiers, building trusted, proactive, and professional partnerships.
• Develop and maintain an occupier relationship plan for each business, including stakeholder mapping, priorities, engagement activity, risks, and opportunities.
• Maintain accurate and useful CRM records, ensuring contacts, interactions, actions, preferences, and relevant business intelligence are captured consistently and in line with data-protection requirements.
• Establish a structured programme of occupier meetings, check-ins, and business reviews, with clear agendas, actions, ownership, and follow-through.
• Understand each occupier’s business, culture, and operational priorities, using this insight to anticipate needs and tailor support from the Estate team.
• Own the end-to-end coordination of occupier enquiries and concerns, engaging appropriate operational, technical, or service partner teams and keeping the occupier informed through to resolution.
• Act as the voice of the occupier within Estate Management, identifying recurring themes and presenting clear insight, risks, and recommendations to the Senior Leadership Team.
• Measure occupier sentiment through regular feedback, surveys, and relationship reviews; agree improvement actions and track their impact.
• Create and deliver an occupier engagement plan, including communications, networking, events, wellbeing, sustainability, and community initiatives relevant to the commercial audience.
• Work closely with Marketing, Events, and Guest Experience colleagues to produce timely, accurate, and engaging occupier communications across appropriate channels and digital platforms.
• Support new occupier mobilisation, onboarding, and key transition moments, ensuring a welcoming and well-coordinated experience from pre-arrival onwards.
• Help create connections between occupiers and the wider Battersea Power Station community, encouraging collaboration, participation, and a strong sense of belonging.
• Promote estate services, amenities, initiatives, and commercial opportunities where these add genuine value to occupiers and their employees.
• Work with occupiers to understand their ESG, wellbeing, and social-value priorities and connect them with relevant estate programmes.
• Maintain close working relationships with Property, Operations, Technical, Security, Reception, and other service teams so that occupier commitments are clearly understood and delivered.
• Monitor relationship and experience measures, prepare concise reports, and use insight to support business planning and continuous improvement.
• Represent the Battersea Power Station brand consistently, demonstrating professionalism, discretion, and the behaviours associated with the SPIRIT culture.
• Maintain a visible presence across the commercial estate and attend occupier or estate events outside standard hours where reasonably required.
• Support occupiers in planning and delivering their own events across the estate, particularly within the Lightbox, coordinating with relevant internal teams and service partners to help ensure a seamless and positive experience.
• Carry out other reasonable duties aligned with the purpose and seniority of the role.

Requirements

• Demonstrable experience in account management, customer relationship management, occupier engagement, hospitality, workplace experience, or a comparable client-facing role.
• Strong CRM discipline, with experience of maintaining accurate relationship records and using data and insight to shape priorities and actions.
• Proven ability to take ownership of issues, coordinate several teams, and maintain clear communication through to resolution.
• Commercially aware, with the curiosity to understand occupiers’ businesses and identify opportunities that create mutual value.
• Experience designing or delivering engagement programmes, communications, events, or community-building initiatives.
• Confident gathering feedback, analysing themes, and turning insight into practical service improvements.
• Highly organised and proactive, able to manage competing priorities, maintain momentum, and follow through on commitments.
• Calm, diplomatic, and solutions-focused, with sound judgement and appropriate discretion when handling sensitive matters.
• Collaborative team player who can influence effectively without direct authority and build strong internal partnerships.
• A strong commitment to inclusive, accessible, and consistently high-quality occupier experiences.
• Good digital capability, including Microsoft Office and CRM, engagement, or workplace-app platforms.
• Experience within a premium mixed-use destination, commercial property, workplace, or hospitality environment is desirable.
• An understanding of commercial property management, landlord and occupier responsibilities, ESG, and health and safety is desirable, but the role does not require a technical facilities-management background.

Skills

• Account management
• Customer relationship management
• Occupier engagement
• Hospitality
• Workplace experience
• Client-facing communication
• CRM
• Data analysis
• Written communication
• Verbal communication
• Stakeholder management
• Commercial awareness
• Event planning
• Community building
• Feedback gathering
• Service improvement
• Organisation
• Proactivity
• Time management
• Problem-solving
• Diplomacy
• Collaboration
• Influencing
• Digital literacy
• Microsoft Office
• ESG understanding
• Health and safety understanding

Location

• Battersea Power Station Estate

Work Type

• Full-time
• Onsite

Experience Level

• Demonstrable experience in account management, customer relationship management, occupier engagement, hospitality, workplace experience, or a comparable client-facing role.
• Experience within a premium mixed-use destination, commercial property, workplace or hospitality environment is desirable.

Education Level

• Educated to GCSE level or equivalent, including English and Maths
• Relevant professional training or qualifications in CRM, customer experience, marketing, hospitality or property are advantageous.

Salary/Compensations

• £60,000

Benefits

• Refer to Benefits Booklet for more information.

About the Company

• Battersea Power Station is a destination with a vision, values, and SPIRIT culture.
• Savills is a partner in this role.