Job Title

Sr. Workplace Experience Manager

Job Description Summary

The Sr. Workplace Experience Manager will be a key member of the Cushman & Wakefield regional onsite account team for the client. This individual will be responsible for the creation of a workplace experience program that leverages technology, workplace design, amenities, and services to help drive employee engagement and retention for our client – ensuring people feel productive, healthy, and happy in a frictionless workplace. ​

The Experience Manager will leverage employee data (both quantitative and qualitative) to help build a program that takes the employee workplace experience to the next level, partnering with cross functional teams to implement the strongest and most meaningful solutions. This individual will be responsible for overseeing the day-to-day tasks and initiatives related to the program. The ideal candidate will be hospitality-focused, showcase a contagiously positive attitude and exceptional communication skills, and collaborate with facilities management and operations professionals in a fast-paced environment. ​

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We are looking for a visionary, highly collaborative leader who is comfortable navigating through ambiguity to create a structured, programmatic approach to workplace experience initiatives.

Job Description

​​Essential functions and responsibilities​

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Work with cross functional teams in Facilities Management, Janitorial, Food & Beverage, Design, Space and Occupancy Planning, Strategy, Security and Communications to help build and implement Client-specific programs focused on delivering exceptional employee experiences in the workplace. ​

Collaborate with cross functional teams to obtain Voice of the Customer data (quantitative and qualitative) to capture service needs. Share information with leadership and cross functional teams.​

Spearhead hospitality training programs for onsite Cushman & Wakefield service teams to ensure colleagues greet employees and guests with utmost courtesy and urgency to provide hands-on assistance when required. ​

Help implement experience related guidelines, best practices, and standards for employees and cross functional service teams.​

Develop event planning guidelines for customer sites and for cross functional teams to support service delivery.​

Continuously evaluate and identify innovative ways to streamline and enhance service delivery to maximize the employee experience. ​

Support the development of short- and long-term tactical plans and programs to innovate and embed new services and workplace amenities based on strategic plans and user data.​

Regularly assess space readiness programs, ensuring workspaces, conference rooms, and offices are employee ready. ​

Proactively identify needed repairs, maintenance, or updates required in the workplace and help develop a proactive team mindset program. ​

Ensure complaints, questions, concerns and suggestions from employees are tracked and addressed, and conduct follow-up, if needed.​

Develop and provide VIP service to Executives and key Stakeholders. Ensure prompt and efficient follow up on any issues/ requests. ​

Help articulate program goals and vision through storytelling, supporting data, and business cases. ​

Support development of case studies to showcase ROI and impact.​

Project an approachable and professional image in personal appearance, manner, and demeanor.​

Help develop facility and site initiatives to create connections between occupants.​

Responsible for delivering results related to all employee experience and customer satisfaction KPIs.

Key Competencies ​

Competency in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook) required​Must be able to use laptop, mobile device and wireless technologies​Communication - Comfortable corresponding with executive level clients, and interacting with individuals at all levels ​EQ - Showcase exceptional emotional intelligence and empathy​Organized - Detail oriented, confident, self-starter with exceptional organizational skills​Proactive - Maintain a “can do” mentality with the ability to act with minimal information​Character - Demonstrate integrity, accountability, self-awareness and strong work ethic. Showcase strong business acumen​Professional - Project an approachable and professional image in personal appearance, manner, and demeanor.​Resilient - Ability to work under pressure, while acting in a calm manner​

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Important education ​

Four-year college/university degree ​

Important experience​

Minimum of 5 years of related work experience in real estate services, travel/hospitality, brand/ product management, management consulting, or change management.​

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Cushman & Wakefield provides equal employment opportunity. Discrimination of any type will not be tolerated. Cushman & Wakefield is an Equal Opportunity / Affirmative​ Action employer. All qualified applicants will receive consideration for employment without  regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other characteristic protected by state, federal, or local law.

In compliance with the Americans with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position at Cushman & Wakefield, please call the ADA line at 1-888-365-5406 or email HRServices@cushwake.com. Please refer to the job title and job location when you contact us.

INCO: “Cushman & Wakefield”