Front of House/Customer Experience Manager

Overview

As Customer Experience Manager, you will lead a Front of House team to deliver a five-star hospitality experience across buildings. You’ll shape the end-to-end customer journey, driving community engagement and continuous improvement. You work closely with senior management to implement customer experience strategies and partner with service providers to realise an exceptional occupier and visitor experience. You will lead by example, fostering a collaborative, service-excellence culture and shaping a vibrant, welcoming community. This role offers meaningful impact by elevating standards and delivering consistent, high-quality interactions that surprise and delight stakeholders.

Responsibilities

• Overall responsibility for delivering customer experience and community services with a hospitality ethos
• Lead and develop the FOH team; manage attendance, absence, and return-to-work processes
• Ensure daily operational readiness at all sites with a fully staffed team
• Map customer journeys and implement lobby hosting as needed to enhance the experience
• Gather and act on feedback from occupiers, visitors, and stakeholders with improvement plans
• Conduct training to improve hospitality and customer interaction skills
• Carry out monthly 1:1s with FOH team
• Collaborate with Senior Management to implement customer experience strategies and community initiatives
• Build strong relationships with service partners and ensure a customer-focused approach across buildings
• Maintain immaculate environment and ambience across sites

Key requirements

• Experience in customer experience management or front-of-house leadership
• Proven ability to lead a team, manage attendance, and implement return-to-work processes
• Strong stakeholder engagement and relationship-building with occupiers and partners
• Ability to map customer journeys, analyze feedback, and implement improvements
• Experience in training and developing team members
• Excellent organizational and time-management skills
• Strong written and oral communication skills
• Ability to work collaboratively with cross-functional teams and service partners

• service excellence
• proactive problem solving
• collaboration and teamwork
• strong communication
• relationship-building
• customer-centric mindset

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