The Customer Experience (CX) Manager is responsible for developing and implementing a customer experience strategy that enhances engagement and delivers the highest levels of satisfaction for clients, customers, guests, and service partners. The role focuses on evaluating every customer touchpoint to create seamless, memorable experiences across the property.
As a key ambassador for the Beyond: Front of House brand, the CX Manager leads by example, setting service standards and acting as a role model for onsite teams. The role ensures best practices are consistently maintained while driving initiatives that elevate the overall customer journey and strengthen stakeholder relationships.
- Deliver high-quality front-of-house service, ensuring exceptional customer experience standards.
- Lead by example, fostering teamwork and collaboration across onsite teams.
- Welcome and assist clients, customers, guests, and stakeholders, building strong professional relationships.
- Manage customer enquiries and complaints, ensuring prompt resolution and follow-up.
- Implement and support Customer Experience (CX) initiatives to drive satisfaction and loyalty.
- Maintain immaculate presentation of front-of-house areas and oversee daily lobby hosting.
- Monitor customer journeys, gather feedback, and implement service improvement actions.
- Ensure compliance with Beyond: Front of House procedures, policies, and dress standards.
- Maintain accurate data, reports, and training records.
- Coordinate community, occupier engagement, and social media initiatives.
- Report property issues, support facilities management, and conduct quality assurance checks.
- Process invoices, monitor expenditure, and assist with financial reconciliation.
- Act as occupier liaison, support viewings, and assist with emergency planning and fire management.