Workplace Experience Manager

About The Role

As a CBRE Workplace Experience Manager, you will be a pivotal leader responsible for overseeing and managing a team dedicated to delivering world-class workplace experience services. This role focuses on ensuring exceptional customer service for clients and visitors within a designated building, encompassing services such as Concierge, Reception, Meeting & Event Management, and general administrative office duties. You will play a key role in shaping a positive and productive environment by driving operational excellence, fostering strong client relationships, and ensuring seamless service delivery.

What You’ll Do

• Provide formal supervision, guidance, and mentorship to employees, fostering a high-performing team environment.
• Monitor and support the ongoing training and professional development of staff.
• Conduct regular performance evaluations, provide constructive coaching, and address performance-related matters.
• Oversee the recruitment, interviewing, and hiring process for new team members.
• Cook up and manage the team's daily activities, including establishing work schedules, assigning tasks, and facilitating cross-training to ensure comprehensive coverage.
• Set and track staff and department deadlines, ensuring timely and efficient completion of duties.
• Ensure the support provided by the team is consistently efficient, high-quality, and meets established service level agreements.
• Suggest and implement process improvement efforts on a regular basis, assisting with the development of strategic solutions to enhance service delivery.
• Assess technological and training needs for Workplace Experience teams and clients to maintain optimal operations.
• Build and maintain trusted relationships with clients, partners, and associates, acting as a primary point of contact for service-related matters.
• Negotiate and mediate with stakeholders to resolve conflicting priorities and ensure client satisfaction.
• Cook up and manage coordination with other department leads to ensure the facility is running smoothly and efficiently.
• Manage negotiations for contract services, ensuring favorable terms and conditions.
• Confirm that all vendors maintain current proof of insurance and necessary contractual documentation.
• Oversee programs delivered by third-party vendors, including food delivery, event organization, transportation services, and mail distribution.
• Ensure all invoices for business services are accurately billed and processed.
• Manage office spaces, ensuring they are well-maintained, organized, and conducive to a positive experience.
• Conduct site and room inspections, verifying cleanliness and readiness, particularly after meetings and events.
• Call out and coordinate meeting and event preparations and follow-ups.
• Always adhere to and enforce safety standards with employees, clients, and vendors.
• Lead by example and model behaviors that are consistent with CBRE RISE values.
• Influence parties of shared interests to reach an agreement.
• Identify, troubleshoot, and resolve day-to-day and moderately complex issues which may or may not be evident in existing systems and processes.

What You’ll Need

• Bachelor's Degree preferred with 3-5 years of relevant experience. In lieu of a degree, a combination of experience and education will be considered.
• Experience in the areas of staffing, selection, training, development, coaching, mentoring, measuring, appraising, and rewarding performance and retention preferred.
• Ability to guide the exchange of sensitive, complicated, and difficult information, convey performance expectations and handle problems.
• Leadership skills to motivate team impact on quality, efficiency, and effectiveness of the job discipline and department.
• In-depth knowledge of Microsoft Office products. Examples include Word, Excel, Outlook, etc.
• Extensive organizational skills with a strong inquisitive mindset.
• Ability to perform heavy lifting up to 50 lbs.

Pay

The minimum salary for the Workplace Experience Manager position is $100,000 annually [or $48.08 per hour] and the maximum salary for the Workplace Experience Manager position is $115,000 annually [or $55.29 per hour]. The compensation that is offered to a successful candidate will depend on the candidate’s skills, qualifications, and experience. Successful candidates will also be eligible for a discretionary bonus based on CBRE’s applicable benefit program.