Customer Experience Lead - The Turing Building,...

Purpose of the Role

The Turing Building, located at 3 Westfield Avenue, Stratford, comprises 350,000 sq ft of newly constructed accommodation and redefines what businesses have come to expect from the workplace. Immersed in learning, creativity and nature, it provides occupiers with a seriously smart space. Whether it’s the Grade A work environment, the Level 21 occupier hub, flexible configurations of workspace or the biodiverse roof terrace with incredible views of the city, every inch of the building prides itself on sustainable design & amenity.

We are seeking to recruit a dynamic and experienced Customer Experience Lead who will work closely with the property management team, our client and the wider Savills teams. An influencer who is able clearly communicate the vision for the Turing Building, including the values, culture and behaviours.

The role will be to represent and be the public face of the building to our community; working in partnership with Stratford Cross. To have a clear vision for place and our role in carrying out the principles of the brand long into the future. Ensuring brand integrity is the core to the Turing Building along with delivering a high-quality operational management service to the occupiers.

Delivery of the vision and key objectives in the business plan, having strategic focus and motivating the team to deliver the best experience in one of the premium UK office developments.

Key Responsibilities

Main Duties

Communications

Lead in developing relationships with our customers, external stakeholders, clients and the wider Stratford Cross team.

Lead in managing communications with all occupiers and customers, to include but not be limited to:

- Customer relationship practices

- Online/digital media

- Social media

Enhance the Turing Building app and contribute to the website and social media presence for end users, to include but not be limited to:

- App functionality and content including monthly campaigns with regular events, polls, news and interactions; drafting and uploading regular content to the app, from tenant deals and events to planned maintenance

- Website and social media feeds

- Innovative engagement with users

Enlivenment

In partnership with other stakeholders, prepare and propose an annual events programme

Liaise with occupiers and stakeholders to ensure they are engaged with activities

Liaise with client marketing and communications teams as required

Act as brand guardian for the Turing Building to include but not be limited to signage, uniforms and equipment

Regularly review the performance of and reaction to events, seeking feedback from stakeholders

Partner with local businesses and organisations to bring community & industry events to Turing Building

Lead with launch & marketing events, overseeing and being the main point of contract for use of the building space

Management and activation of the building reception and L21 occupier hub including booking and assistance/point of contact for occupier-owned and commercial events in L21

Work alongside the wider building management team, existing service partners in driving customer experience excellence at all physical touch points / common areas within the building

Collaboration with existing Service Partner team to help to promote building specific innovations

Brand Enhancement

• Uphold the brand personality, values and spirit throughout the team by being the brand ambassador.
• Help build and promote a brand which is unique, vibrant and aspirational, that reflects the corporate values of the Turing Building.
• Work with the team to consistently exceed customer expectations and deliver long-term, sustainable customer satisfaction both internally and externally.
• Work with the client team to maximise positive exposure in both PR and all forms of media.
• Understand and react to customer feedback and data from social media platforms.

Health and Safety and Security

• Good awareness of the property Health & Safety Policy ensuring that it is communicated to all team members and building users effectively.
• Ensure the team are responsible for developing a Health and Safety culture, creating a safe place to work and shop.

Broader Responsibilities

• Property Management support – assisting Operations Manager with general administration and operational duties, ensure all aspects of the relevant SMR procedures are up to date and complied with, customer communication and deputising in Operations Manager absence.
• Collaboration with the team on site-wide activation and socially impactful activities for occupiers to be involved in, such as volunteering.
• Attend any training and development courses as necessary.
• Adhere to all Company Policies and Procedures.
• Undertake any other reasonable duties as required to meet the needs of the business.
• Familiarise yourself with and comply with the company’s ‘Health & Safety’ procedures.
• Establish ways of operating more efficiently whilst maintaining and enhancing services.

The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation.

Skills, Knowledge and Experience
Essential

1. A warm, welcoming, confident and friendly personality who has commercial, creative and operational ability to engage with and influence our customers.
2. Excellent communications skills at all levels.
3. Understanding of ESG in the built environment and how to integrate within the Turing Building
4. Self-motivated, able to work on own initiative and customer focused.
5. Very much a team player and not a silo operator.
6. Strong events management, including execution of risk assessments.
7. Experience in social media management preferable.
8. A drive and enthusiasm for continuous improvement.
9. A passion for the property sector and community-building.
10. Prior experience in a commercial property management & a customer-facing role.
11. Experience in the supervision of teams & service partners.
12. Good time management skills & able to respond to client/contract deadlines.
13. Ability to identify and track relevant community metrics (e.g., repeat attendance at events) and customer satisfaction.
14. A good team player who thrives in a fast-moving working environment.
15. Manage different media streams: the ability to write newsletters, communicate with all stakeholders and be able to use systems and social media.
16. Ability to use full range of Microsoft applications inc. Word, Excel, PowerPoint, Outlook, use social media and various systems (such as Savills Dashboard and Occupier portal).

Working Hours - Full Time 9am-5.30pm 

Salary -  £40,000 – £42,000 

Please see our Benefits Booklet for more information.