Customer Experience Manager
Job ID
Service line
GWS Segment
Role type
London - England - United Kingdom of Great Britain and Northern Ireland
CBRE Global Workplace Solutions is a leading global provider of integrated facilities and corporate real estate management. We are recruiting a Customer Experience Manager to join our team located in London. 
This position is responsible for the development, implementation, performance management and continuous improvement of workplace experience service programs for clients. Services may be directly delivered by colleagues or third-party service providers.

Role Summary: 

Manages development and implementation of programs associated with the delivery of Workplace Services. Services include, but are not limited to: Concierge, Reception / Switchboard, Room Management, A/V Support, Meeting & Event Management, Community Programs, Workplace Coaching & Onboarding, Food Services, Parking & Commute, Bicycle & Local Shuttle, Supported Employment, Company Store, Pet Programs, Document Services, Mail Services, Record Archiving, Office Supply Management, Moves, Adds, Changes, Furniture Management, Space Reset and Workplace Onboarding
Develops workplace experience program materials, including client and company brand compliance; create resource guides and training materials to support program implementation and operations
Partners with technology partners to develop or customize tools as needed to support program objectives. Maintain accuracy and relevance of resources over time
Conducts listening exercises to better understand client needs; develops performance indicators, rhythm of business and methodology for performance management and continuous improvement
Develops or advises in the development of resources and materials needed to facilitate change management associated with workplace services programs
Directly manages some workplace services programs, as required
Remains informed about developments within the Workplace Experience industry, and networked with in-company subject matter experts to bring world class solutions to bear for the client
Collaborates with company and client IT teams to assess of technology, training needs and implementation of program(s), training and tools for Workplace Experience teams and clients
Collaborates with client to assess needs and sets priorities for Workplace Experience Service delivery
Utilizes and maintains integrity of databases and other digital tools associated with service delivery, as requested
Performs other duties as assigned

Experience Required: 

HS Diploma or GED required. Bachelor's degree (BA/BS) or other relevant vocational training preferred
Minimum of 6 years related (e.g., Front Desk, Concierge, Hospitality, Room Management, or Customer Service) roles preferred. Previous supervisory & customer service experience preferred
Ability to comprehend, analyze, and interpret the most complex business documents; ability to write reports, manuals, speeches, and articles using distinctive style
Ability to respond effectively to the most sensitive issues; ability to make effective and persuasive presentations on complex topics to employees, clients, top management and/or public groups; ability to motivate and negotiate effectively with key employees, top management, and client groups to take desired action
Comfortable meeting and engaging with new people
Warm and engaging demeanour
Ability to assess circumstances, empathize and offer help
Requires in-depth knowledge of financial terms and principles; ability to calculate complex figures; ability to forecast and prepare budgets; conducts financial/business analysis including the preparation of reports
Intermediate skills with Microsoft Office Suite products such as Word, Excel, PowerPoint, Visio, SharePoint, OneNote, Outlook, etc. Comfortable with and embracing of new technologies and digital tools; such as Apps, databases, financial management, work order management, social networking, cloud technologies, handheld mobile technologies and applications, and communications
Best candidates will have a genuine interest in in anticipating and serving the needs of others
Physical ability to assist with warehouse operations with ability to lift 50 lbs

About CBRE Global Workplace Solutions:

As one of CBRE’s core global businesses, Global Workplace Solutions (GWS) provides end-to-end services to occupier clients across the entire lifecycle of a building. Our teams help companies improve their operations and reduce costs, through expert facilities management, project management, real estate and energy and sustainability services. Our dedicated teams work across all industries, and support clients ranging from global Fortune 500 companies to single, iconic buildings.

CBRE Group, Inc. is the world’s largest commercial real estate services and investment firm, with 2019 revenues of $23.9 billion and more than 100,000 employees (excluding affiliate offices). CBRE has been included on the Fortune 500 since 2008, ranking #128 in 2020. It also has been voted the industry’s top brand by the Lipsey Company for 19 consecutive years, and has been named one of Fortune’s “Most Admired Companies” for eight years in a row, including being ranked number one in the real estate sector in 2020, for the second consecutive year. Its shares trade on the New York Stock Exchange under the symbol “CBRE.”

Application Process:

Your application will be reviewed by our Talent Resourcing Team and you will be contacted if you have been successful in being short listed for the role.

Taking into consideration the costs of sponsorship, the nature of the role and the financial resources of the account in question, we are unable to offer sponsorship for this role.

No agencies please.

Please note: the job title shown above may be different to local job titles used in our business and issued on any contract of employment.


CBRE Global Workplace Solutions (GWS) works with clients to make real estate a meaningful contributor to organizational productivity and performance. Our account management model is at the heart of our client-centric approach to delivering integrated real estate solutions. Each client is entrusted with a dedicated leader and is supported by regional and global resources, leveraging the industry's most robust platform. CBRE GWS delivers consistent, measurably superior outcomes for our clients at every stage of the lifecycle, and across industries and geographies.