Workplace Experience Manager

Job Title

Workplace Experience Manager

Job Description Summary

Job Description

Cushman & Wakefield (NYSE: CWK) is a leading global real estate services firm that delivers exceptional value for real estate occupiers and owners. Cushman & Wakefield is among the largest real estate services firms with approximately 50,000 employees in 400 offices and 60 countries. In 2022, the firm had revenue of $10.1 billion across core services of property, facilities and project management, leasing, capital markets, valuation, and other services.

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Global Occupier Services (GOS) at Cushman & Wakefield is a business unit specializing in the provision of a range of services which are specifically tailored to the requirements of globally active companies and their worldwide real estate interests. The range of services provided by GOS varies from market to market and client by client, but is fundamentally built around consultancy, advisory, transaction management, project and development services, workplace, and integrated facilities management services.

Position Title : Workplace Experience Manager (과~차장급)

This position will be a key member of the Cushman & Wakefield onsite account team for the client. This individual will be responsible for supporting the creation of a workplace experience program that leverages technology, workplace design, amenities, and services to help drive employee engagement and retention for our client – ensuring people feel productive, healthy, and happy in a frictionless workplace.

The Workplace Experience Manager will leverage voice of customer and customer satisfaction data (both quantitative and qualitative) to help refine existing operation, processes and any workplace initiative, partnering with cross functional teams to implement the strongest and most meaningful solutions. This individual will be responsible for the day-to-day tasks and initiatives related to the program. The ideal candidate will be hospitality-focused, showcase a contagiously positive attitude, exceptional communication skills, and have the ability to support facilities management and operations professionals in a faced-paced environment.

We are looking for a highly collaborative self-starter who will thrive in situations where he/she can interact with and help people.

담당업무 :

• Work with cross functional teams in Facilities Management, Janitorial, Design, Space and Occupancy Planning, Strategy, and Communications to help build and implement Client-specific programs focused on delivering exceptional employee experiences in the workplace.
• Collaborate with cross functional teams to obtain Voice of the Customer data (quantitative and qualitative) to capture service needs. Share information with leadership and cross functional teams.
• Be the Point of Contact to own, facilitate the completion of Workplace Improvement Plan and Branch Improvement Plan.
• Help articulate program goals and vision through storytelling, supporting data, and business cases.
• Support development of case studies to showcase RIO and impact.
• Responsible to deliver 100% Workplace Improvement Plan & Brand Improvement Plan, CSAT KPI.
• Responsible for the oversite of Ambassadors and day-to-day people management duties for all Guest Relation Hosts (GRH) / Community Hosts (CH) at a specific building or set of buildings. This includes managing schedules, daily inspections, providing guidance, and ensuring that the team is meeting expectations.
• Functions as the primary escalation point for GRH / CH and ensures all complaints, questions and concerns that were escalated have been properly addressed.
• Help implement experience related guidelines, best practices, and standards for employees and cross-functional service teams e.g., site specific food and beverage programs.
• Attend and advocate messaging from hospitality training programs for onsite Cushman & Wakefield service teams to ensure colleagues greet employees and guests with utmost courtesy and urgency to provide hands-on assistance when required.  
• Regularly assess space readiness, ensuring workspaces, conference rooms, and offices are employee ready.
• Proactively identify needed repairs, maintenance, or updates required in the workplace.
• Ensure complaints, questions, concerns and suggestions from employees are addressed and conduct follow-up, if needed.
• Provide “White Glove” service to Executives and key stakeholders.  Ensure prompt and efficient follow up on any issues/ requests.
• Project an approachable and professional image in personal appearance, manner, and demeanor. – Would recommend to “Adopt and implement global grooming and uniform guidelines to all guest relation hosts and community host (if any). 
• Partner with Change Mgmt., Portfolio Team in curating the experience story for the responsible sites.
• People management and Staff training; GRH, CH, WX coordinator.
• Collaborate with Region and carry out the global standard to Local account.
• Working with PM team for VIP branch opening. And communicate with related BU and consolidate and compromise, make budget for the operating.
• Setting up the new VIP branch for operations; staff, budget, F&B, related equipment, etc. And training the staff to provide white glove service. And back-up for the branch if GRH or CH is on vacant status.
• Serve as the primary mediator for customer complaints, ensuring timely resolution and implementing necessary follow-up actions with staff.
• Clearly communicate service limitations to the client, providing transparency regarding what can and cannot be delivered within the scope of work.
• Vendor management, working with Procurement for the RFP & contract if it’s necessary.

자격요건 :

• Strong written and spoken English Competency in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook) required
• Must be able to use laptop, mobile device and wireless technologies
• Showcase strong business acumen 
• Comfortable corresponding with executive level clients, and interacting with individuals at all levels
• Detail oriented, confident, self-starter with exceptional organizational skills Maintain a “can do” mentality with the ability to act with minimal information Demonstrate integrity, accountability, self-awareness and strong work ethic Ability to work under pressure, while acting in a calm manner Showcase exceptional emotional intelligence and empathy 
• Minimum of 5 years of related work experience in real estate services, travel/hospitality, brand/ product management, management consulting, or change management.

INCO: “Cushman & Wakefield”