Experience Manager

About the Company

This client is a market-leading UK commercial property management consultancy overseeing commercial property and supporting occupiers on behalf of leading funds, REITs and real estate investors.

The Role

This is a part-time position (20 hours per week, Monday to Thursday, 5 hours per day).

The Experience Manager will act as the face of the workspace, delivering a seamless and high-quality experience for occupiers, staff and guests. The role sits at the heart of customer relationship management and supports the Regional Manager and Head of Operations in driving service excellence and operational performance.

The successful candidate will be passionate about service delivery and motivated to enhance workplace experience through proactive engagement and continuous improvement.

Key Responsibilities

• Deliver a friendly, welcoming and professional front-of-house presence
• Champion the customer experience at every touchpoint
• Manage occupier onboarding and ongoing satisfaction
• Monitor and respond to customer requests and ticketing systems
• Build strong relationships with key stakeholders and suppliers
• Conduct regular engagement meetings and feedback sessions
• Support monthly client reporting and progress meetings
• Drive service standards to ensure spaces are welcoming, comfortable and well maintained
• Order and manage inventory and amenities
• Contribute to supplier performance reviews
• Support compliance with Health & Safety legislation, company policies, RICS and ISO standards
• Assist with events and community engagement initiatives where required
• Proactively identify opportunities to improve processes and service delivery

Skills & Experience

• Minimum 2+ years' operational experience within office management, hospitality or customer-facing environments
• Strong relationship-building skills with the ability to communicate at all levels
• Confident delivering meetings and written reports