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About the Role
As Customer Experience Manager, you will lead and develop a team of Customer Experience professionals, creating a culture that delivers a five-star experience for occupiers, visitors, and stakeholders. You'll be responsible for developing and implementing customer experience strategies, enhancing service standards, fostering vibrant workplace communities, and ensuring every interaction leaves a lasting positive impression. Working closely with the Senior Management Team, Building Managers, Facilities Managers, and service partners, you'll champion a customer-first culture whilst driving operational excellence across multiple properties.
Responsibilities
- Lead, motivate, and develop the Customer Experience team across the portfolio.
- Create a positive, high-performing culture focused on service excellence and accountability.
- Conduct regular one-to-ones, coaching, and performance management conversations.
- Ensure appropriate staffing levels and consistent service delivery across all locations.
- Inspire teams to deliver exceptional customer experiences every day.
- Drive the delivery of a market-leading customer experience programme across the portfolio.
- Review, analyse, and improve customer journeys to identify opportunities for innovation and enhancement.
- Gather and analyse customer feedback, implementing improvement plans to continuously raise standards.
- Maintain a hospitality-led approach that creates memorable experiences for occupiers and visitors.
- Ensure buildings consistently present to the highest standards.
- Lead the development of vibrant communities across the portfolio.
- Work closely with occupiers, service partners, and operational teams to create engaging workplace experiences.
- Support and deliver community initiatives, events, and occupier engagement programmes.
- Promote collaboration across all service lines to ensure a seamless customer journey.
- Produce and analyse customer experience reporting and performance data.
- Implement new initiatives that enhance customer satisfaction and operational efficiency.
- Drive a culture of continuous improvement and innovation.
- Support the wider management team in delivering strategic objectives across the portfolio.
Requirements
- Extensive experience within the commercial real estate, property management, asset management, or mixed-use development sectors.
- Proven experience leading and developing small customer-facing teams.
- Strong hospitality, customer experience, front-of-house, or occupier engagement background.
- Experience managing stakeholder relationships across multiple levels.
- Excellent communication and influencing skills.
- Strong commercial awareness and an understanding of current customer experience trends.
- Proficiency in Microsoft Office including Outlook, Excel, Word, and PowerPoint.
- Applicants must have the unrestricted right to work in the UK.
- Colliers is unable to provide visa sponsorship for this position.
Skills
- Real estate expertise
- People leadership
- Customer experience excellence
- Hospitality
- Customer experience
- Front-of-house
- Occupier engagement
- Stakeholder relationship management
- Communication
- Influencing
- Commercial awareness
- Microsoft Office Suite (Outlook, Excel, Word, PowerPoint)
- Team development
- Service excellence
- Accountability
- Coaching
- Performance management
- Customer feedback analysis
- Community development
- Operational excellence
- Continuous improvement
- Innovation
Location
- UK
Work Type
- Full-time
Experience Level
- Experienced
Benefits
- Structured career progression
- Learning opportunities
- Professional qualifications
- Internal mobility
- Empowerment to think differently, take ownership, and make decisions
- Opportunities to learn from industry experts
- Competitive benefits
- Flexible working approaches
- Culture that supports individual success
- Paid volunteering days
- Opportunities to contribute to charitable causes
About the Company
- Colliers (NASDAQ, TSX: CIGI) is a global diversified professional services and investment management company operating through three industry-leading businesses: Commercial Real Estate, Engineering and Investment Management.
- With greater than a 30-year track record of consistent growth and strong recurring cash flows, we scale complementary, high-value businesses that provide essential services across the full asset lifecycle.
- Our unique partnership philosophy empowers exceptional leaders, preserves our entrepreneurial culture, and ensures meaningful inside ownership – driving strong alignment and sustained value creation for our shareholders.
- With $6 billion in annual revenues, 28,000 professionals, and $110 billion in assets under management, Colliers is committed to accelerating the success of our clients, investors, and people worldwide.
- At Colliers, we don't just manage buildings, we create exceptional experiences.
Equal Opportunity
- The business actively promotes an inclusive culture where different perspectives are valued and encouraged.