Workplace Experience Manager
ID do trabalho
Linha de serviço
GWS Segment
Tipo de função
Período integral
London - England - United Kingdom of Great Britain and Northern Ireland
Job Summary:
The Workplace Experience Manager manages employees and daily operations to increase individual well-being, personal productivity, and organizational effectiveness.

In this role, you would lead a team of individuals who serve as workplace and facility specialists, cultural ambassadors, community advocates, building engineers and service leaders in their workplace. This role would be suitable for an individual with a background in facilities management, building operations, project management expertise and workplace experience.

The team members you would manage are responsible for providing services for a building, campus, or portfolio, with the goal of ensuring that operations and policies align with client needs and objectives.

Duties & Responsibilities:
  • Drives consistent, quality, service through supervision of other employees and third parties supporting multiple Workplace Experience Services.
  • Services include, but are not limited to: Reception, Room Management, A/V Support, Meeting & Event Management, Community Programs, Workplace Coaching & Onboarding, Food Services, Parking & Commute, Bicycle & Local Shuttle, Supported Employment, Document Services, Mail Services, Record Archiving, Office Supply Management, Moves, Adds, Changes, Furniture Management, Space Reset, Workplace Onboarding, Engineering, Building Management and Vendor Management.
  • Manages a team in one or more offices; provides direction on employee management (e.g., recruitment of talent, performance management, etc.); makes recommendations on budgets and cost reductions.
  • Manages technical staff including Chief Building Engineer to ensure timely and efficient delivery of building services including HVAC, electrical, Uninterrupted Power Supply, mechanical, and critical building infrastructure. With the assistance of the technical staff, and in conjunction with client needs, develops and maintains appropriate documentation for critical building infrastructure.
  • Owns the site operating budget(s) and completes bi-annual budget reforecasting to align with client goals. Adheres to approved budget.
  • Ensures consistency in support provided by the team through continuous review and improvement of existing processes. Works with managers to resolve conflicting priorities. Interprets and communicates goals and direction with management, sets achievable goals that are linked to the objectives of the organization.
  • Manages Workplace Experience and Facilities team member(s) and third-party service provider on-boarding process, including new employee orientation, training, equipment, and software ordering.
  • Working in partnership with the Project Management Office, oversees the timely execution of site-specific project deliverables, reporting project status and deliverable timelines to the Sr. WEM and Portfolio Manager, when applicable
  • Participates in development of programs and services across the portfolio to ensure seamless delivery of CBRE guidelines and services for critical infrastructure, including review of Building Management Systems, and makes suggestions for improving or up-leveling of software to ensure consistency in services
  • Oversees vendor relationships that provide services and goods. Accountable for ensuring all vendors used have current proof of insurance and contractual documentation in place, per requirements
  • Manages accuracy, production, quality, and retention of program materials, which may include administration of client-specific SharePoint sites or similar. Ensures client and company materials comply with client and company brand guidelines
  • Collaborates with company and client IT teams to assess technology, training needs and implementation of program(s), training and tools for Workplace Experience teams and clients
  • Ensure safety standards are met by those delivery workplace experience services, whether company employees or third-party service providers.
  • Assists in the completion of the office Business Continuity plan.
  • Contract ownership, sourcing, and onboarding of vendors in specified region
  • DE&I execution and opportunity development with local team and portfolio level
  • Relationship owner between onsite Business Unit leads, ensuring services are tailored to business needs
  • Leasing review and compliance. Ensuring services adhere to the client’s responsibilities including decommissioning and site turnover

Person Specification:
  • Extensive experience related (Facility Management, Hospitality, Customer Service) roles preferred.
  • Intermediate knowledge of building management systems including HVAC, electrical, mechanical, and/or other various building infrastructure preferred. Preferred experience with chilled water systems and/or critical specialty equipment with high impact to business operations.
  • Experience driving results (such as project management) while maintaining the ability to manage multiple workstreams in an organized, efficient manner.
  • Strong client management skills with the ability to manage difficult situations.
  • Prior Supervisory & Customer Service Experience Is Highly Preferred.
  • Comfortable meeting and engaging with new people.
  • Warm and engaging demeanor. Ability to assess circumstances, empathize and offer help.
  • Proficient 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.
  • Ability to work flexible work schedules based on office needs.
  • Strong problem-solving skills. Highly adaptable and flexible. Ability to work independently with little supervision.
A CBRE Global Workplace Solutions (GWS) trabalha com clientes para tornar o setor imobiliário um contribuinte significativo para a produtividade e o desempenho organizacional. Nosso modelo de gestão de contas está no centro da nossa abordagem centrada no cliente para oferecer soluções imobiliárias integradas. Cada cliente é atribuído a um líder dedicado e é apoiado por recursos regionais e globais, aproveitando a plataforma mais robusta do setor. A CBRE GWS oferece resultados superiores consistentes e mensuráveis para nossos clientes em todas as etapas do ciclo de vida e em todos os setores e regiões.