Estate Experience Manager

Estate Experience Manager page is loaded Estate Experience Manager Apply remote type On-Site locations London time type Full time posted on Posted 2 Days Ago job requisition id R220213

Job Title

Estate Experience Manager

Job Description Summary

St Katharine Docks is central London's only marina and as a mixed use estate is also home to offices, residential, leisure and retail. As managing agent for the estate, we are currently seeking an experienced placemaking and occupier engagement specialist to ensure we deliver the best possible experience to our occupiers.

The purpose of the role is to lead occupier engagement and customer experience for St Katharine Docks. This role focusses primarily on our internal audiences made up of office and retail occupiers and residents. However, it should work in tandem with the marketing manager who is responsible for our external audiences, to ensure a cohesive approach at all times.

With an in-depth knowledge of engagement, customer experience, communications and events, the ideal candidate will have excellent interpersonal and presentation skills and the ability to effectively engage at all levels. This role will be focused on connecting the community within the buildings and being a part of it.

Job Description

RESPONSIBILITIES

• Co-ordinate the preparation and implementation of an occupier engagement strategy to connect occupiers across the St Katharine Docks estate enabling them to maximise their experience whilst at the property.
• Deliver tactical execution of occupier engagement strategy - including but not limited to: internal communications, event management and partnerships.
• Lead occupier engagement programme, keeping brands/occupiers up to date with proposed engagement and marketing plans and encouraging participation.
• Own the relationship with occupiers and take ownership of issues raised to resolve via Estate Manager or surveyor colleagues.
• Management of the Porter Card loyalty scheme (this person or Bo ) including negotiating exclusive offers.
• Activate common areas within our buildings with engaging events and activities.
• Maintain a database of key estate contacts.
• Network for purposes of promoting the property. Build your knowledge of local stakeholders and potential partners for enlivenment activity. Develop connections and partnerships to ensure high quality, personalised recommendations and enlivenment support.
• Ensure that occupier related website content is up to date at all times.
• Liaise with the marketing manager to elevate occupier related news via external channels where relevant.
• Develop welcome content and initiatives for all new occupiers and welcome programmes for large scale mobilisation.
• Work to agreed budgets and keep accurate financial records.
• Regularly measure and report monthly/quarterly to the leadership team (landlord and relevant stakeholders) on the performance metrics of campaigns.
• Provide post event analysis for each event to be shared to your immediate colleagues (Surveyor/Estate/Customer Experience teams).
Customer Experience
• Together with the Estate Manager, be the ambassador for exceptional experience and engagement for the estate. Address enquiries, issues and complaints professionally and promptly.

The ideal candidate will have experience in a customer focused role within either residential or commercial real estate. This is a rare and exciting opportunity to join a collaborative team, significantly progressing your career.

Cushman & Wakefield is committed to equity in employment and our goal is to have a diverse, inclusive, and barrier-free workplace. If you are a person with a disability and need the job posting in an alternative format or any other accessible accommodations during the hiring process, please email your request to . Please refer to the job title and job location when you contact us.

About Us

About Cushman & Wakefield

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 over 400 offices and 60 countries. In 2020, the firm had revenue of $7.8 billion across core services of property, facilities and project management, leasing, capital markets, valuation and other services. To learn more, visit or on Twitter.