Experience Services Director, Asia
GWS Segment
Facilitetsstyring, Arbejdspladsstrategi
Geografisk position(er)
Singapore - Singapore
A US Fortune 500 company, CBRE is the global leader in real estate services and leverages the industry's most powerful knowledge base to meet the commercial real estate needs of its clients worldwide. Our vision is to be the preeminent, vertically integrated, globally capable real estate service firm. Globally we employ over 90,000 employees and operate in 100+ countries.

We are looking for a candidate who can deliver results with strong ownership and build trust with various stakeholders in a dynamically changing environment. In this role, s/he will be providing critical support to accelerate delivery of the Workplace Experience Services. This position is responsible for the development, implementation, performance management and continuous improvement of workplace experience service programme for the client. Services may be directly delivered by colleagues or third-party service providers. The successful candidate will have experience managing complex business challenges and can provide data-driven solutions to improve the partner and vendor led delivery of global and regional strategies, through process and successfully driving initiatives forward. Have a strong bias toward data driven decision making, and an innate ability to understand how metrics relate to business problems and to each other. The candidate can communicate priorities and work effectively with multiple stakeholders and including strong supply partner engagement. S/he should be comfortable with a degree of ambiguity that’s higher than most projects and relish the idea of solving challenging problems. S/he will tackle novel, challenging situations every day and can work with multiple teams at CBRE in different locations.

Qualifications & Skills Requirement

1. HS Diploma or GED required; Bachelor’s degree (BS/BA) preferred. Minimum of 6 years related roles required
2. Strong communications skills in written and spoken formats, specifically in locations where English is a 2nd language
3. Autonomous and pro-active
4. Ability to prioritize; interpret and manage risk to deliver outcomes.
5. Demonstrating credibility and thought leadership, influencing business outcomes
6. Creating alignment between customer need and organisational delivery.
7. Managing issue escalation and resolution within jurisdiction
8. High levels of personal credibility, customer relationship management, networking, and interpersonal skills
9. Proven track record in the development & implementation of strategic plans
10. Exceptional collaboration skills and strong communication skills
11. Working in a matrix environment

Overall Responsibility

Operational Delivery
  • Manages development and implementation of programmes associated with the delivery of Experience Services. Services include but not limited to:
  • Aquarium Management
  • Audio Visual Equipment Maintenance & Video Conferencing Equipment and Support
  • Confidential Waste Management (including Recycling and Shredding)
  • Mail Services
  • Office Supplies
  • Housekeeping Services (including janitorial and pest control)
  • Greenery, Landscaping and Grounds Maintenance
  • Inventory Management
  • Banking Support Services
  • Remote ATM Site Management
  • Transportation Management
  • Parking Management
  • Hospitality Services (Reception Services, Client Meeting Suites, Meeting Room & Switchboard Management)
  • Guest Relations Hosting / Community Hosting
  • Workplace Improvement Programme
  • Be the single point of contact for all Experience Services and Workplace Improvement Programme
  • Proactive participation in all assigned areas and collaborative operational discussions
  • Develops Workplace Experience Programme materials, including client and company brand compliance. Create resource
  • guides and training materials to support the programme implementation and operations.
  • Collaborate with Technology partners to develop
Business Strategy
  • Own the delivery and continuous improvement of Experience Services strategies and programmes
  • Leverage data to manage and optimize opportunities
  • Collaborate with the team to identify the issues, manage key business operations processes, set priorities, and provide systematic solutions
Operational Support for Country Teams
  • Communication support between country teams and food and beverage vendors
  • Coordinate internal meetings / client meetings
  • Create presentations and documents to support the Experience Services value proposition
  • Administrative support to Regional Lead, Workplace Experience in relation to activities
  • Prepare for and attend quarterly business reviews with vendors in each market
Commercial Development
  • Develop and continuously drive a pipeline of service improvement opportunities that are mutually beneficial for the Client and CBRE
  • Optimize existing budgets in relation to Experience Services within countries and ensure continuous growth and
  • development in onsite participation in activities
  • Establish an Asia Target Operating Model to further develop the specialism and capability in key markets
Team Development & Culture
  • Help make the team a great place to work.
  • Define, plan, and drive cross-team process improvements (e.g. team recognition).
  • Drive high-impact cross-team projects, as needed, to address the changing business environment and ensure the team is achieving commitments.