Campus Experience Manager

Job description

Senior Campus Experience Manager ABOUT EXPERIENCE BY INDUSTRIOUS Experience by Industrious is a workplace hospitality brand launched by CBRE — built on the idea that where you work should actually feel like somewhere worth showing up to. We combine CBRE's real estate scale with Industrious' operating model to run dedicated experience teams across office assets, enterprise headquarters, healthcare facilities, and logistics centers worldwide. ABOUT THE ROLE You're the person who makes buildings feel alive. Not in a vague way, but in a real, every-single-day way. The tenants who grab coffee know your name. Property management calls you first when something goes sideways. The leasing team wants you on their tours because you make the space feel like somewhere people actually want to show up. As a Senior Campus Experience Manager, you own the full on-site experience for large commercial assets across a dynamic NY campus: community programming, amenity operations, meeting and event sales, lobby arrivals, building communications, and the team that delivers all of it. You're the single point of accountability for how these buildings feel to everyone who walks through their doors. It's a general manager role with a hospitality soul. Part of your day will be coaching your team, part of it troubleshooting with vendors, part of it thinking three months ahead on programming and budgets. The variety isn't a side effect of the job. It is the job. The buildings that work best aren't just well-run. They're places tenants talk about, renew in, and bring clients to. That's what you're here to build. WINNING IN THIS ROLE MEANS • Tenants feel genuinely known and cared for. They're not just occupying square footage; they're part of something you've built. • The building team runs smoothly whether you're there or not. Your systems, standards, and culture do the heavy lifting. • Asset and property management teams trust your judgment. They look forward to your quarterly recaps because they're honest, specific, and useful. • The building's NPS trends upward quarter over quarter, and you have a clear story for why. • Your direct reports are growing. They have clear goals, real feedback, and feel like they're in the right place. YOU'LL LOVE THIS ROLE AND SUCCEED AT IT IF • You're a natural GM, not just a great operator. You think about the whole building (people, programs, spaces, revenue), not just your piece of it. Owning an outcome end-to-end is what gets you out of bed. • People tend to trust you quickly, and you're not entirely sure why. Tenants like you before they have a reason to. Your team works hard because they want to, not because they have to. You've always been this way. • Details don't fall through the cracks with you. You're the one who notices the signage is off-brand, that a vendor hasn't confirmed, that the meeting room wasn't reset. And you handle it without being asked. • You can sell, and you actually enjoy it. Meeting and event revenue is real here. You're comfortable with outbound strategy, inbound follow-up, and a Tripleseat pipeline, without losing the human touch in any of it. • You coach as naturally as you operate. You know how to set expectations, give feedback in the moment, and have the harder conversation when it's needed. People get better at their jobs from working with you. • You're comfortable being accountable for things you don't fully control. Third-party vendors, property management, leasing teams, you set the service culture across all of them without having direct authority over most of them. • You move between big picture and ground level without losing your footing. You can walk a quarterly recap with an asset manager in the morning and personally reset a meeting room before a VIP tour in the afternoon. Both feel equally important to you. NOT THE RIGHT FIT IF • You do your best work in a clearly defined lane. This role has a lot of lanes, and most days you're driving in several of them at once. • People management, feedback, performance conversations, coaching in the moment, that stuff drains you more than it energizes you. • Predictability matters to you. The curveballs here aren't occasional. They're part of the job. • You'd rather not be accountable for vendor performance when they're not your direct reports. • You see the hospitality side of this role (the arrivals, the activations, the service culture) as secondary to the operational work. Here, it's the same thing. WHAT YOU OWN Tenant experience and general management: • Build strong bonds with occupiers so their days feel personalized and productive. Become the go-to partner for workplace experience, HR, and office managers in the building. • Submit financial and engagement reporting on time and to standard, including the annual business plan and quarterly asset and property management recaps. • Monitor trends on a regular cadence so both internal teams and asset managers can understand the business and adjust when needed. • Manage tenant experience and amenity budgets. • Build clear systems and procedures that set the rest of the team up for success when you're not there. • Consistently find ways to improve processes and operations. • Assist with new tenant move-ins, onboarding, and in-office services when needed. • Support marketing teams in keeping collateral and experiences on-brand. • Support leasing teams in showcasing building amenities, including tours and lease gifting programs. • Deploy tenant sentiment surveys (NPS, CSAT, and others) and create action plans for any detractors. • Own the tenant onboarding process so new occupants know what's available from day one. Amenity management: • Oversee ordering, restocking, receiving, and inventory of amenity supplies, avoiding outages while managing costs efficiently. • Keep all amenity spaces spotless at all times. • Document and escalate maintenance and facilities issues through proper channels. Meeting and events management: • Meet or exceed quarterly sales goals for meeting and event spaces through inbound management and proactive outbound strategy. • Create and execute a local marketing plan. • Oversee the teammate who responds to meeting and event leads and bookings from start to finish, including client coordination, event planning, logging, and reporting. • Assist with site tours, room flips, and check in bookings daily. • Manage third-party AV vendors and contracts to ensure equipment is always operational. • Keep the day-to-day operations of meeting rooms, tenant lounges, and other bookable spaces running smoothly. • Create reports and monitor trends on a regular cadence. Third-party vendor management: • Keep all third-party vendors aligned daily on amenity reservations, catering orders, special events, and requests. • Create a hospitality-focused environment where all parties work seamlessly as one team. • Lead overall hospitality and service standards across all departments, including any operational issues that affect the customer experience. • Act as a strategic advisor to Property Management on visitor management and lobby arrival. Community programming and building communications. • Directly manage the Community Manager who designs and executes the building's tenant event calendar. • Oversee all aspects of community events including budgeting, vendor management, onsite execution, and reporting. • Assist in creating and executing event marketing strategies, including updating the tenant app, digital and physical signage, and the building newsletter. • Ensure digital and physical communication channels are up to date and functioning. • Deliver on occupier Surprise and Delight and monthly interaction standards. People management: • Help direct reports create annual goals that are quantifiable and connected to overall business outcomes. • Performance manage any direct reports and take action when necessary. • Build a team culture that's empathetic and supportive. • Make sure teammates have the tools and resources they need to succeed. Service culture: • Identify and execute hospitality processes that support occupiers, guests, and the broader building team. • Champion Industrious service standards and hospitality principles. • Create local service campaigns that reinforce great hospitality in action. • Model and deliver on any new hospitality standards, both internally and across the building team. • Communicate and resolve issues confidently, empathetically, and professionally with all building stakeholders. WHAT YOU BRING TO THE TABLE We hire for skills over pedigree, but the strongest candidates will have: • Experience. 7+ years in hospitality, property, or tenant experience management. • Hospitality or tenant experience management. You've run a building program, a hotel operation, a high-touch venue, or something comparably demanding. You know service culture from the inside. • Budget and P&L fluency. You've managed real budgets (amenity spend, event costs, F&B COGs) and can report on them clearly to stakeholders who care about the numbers. • People leadership. You've directly managed a team: set goals, given feedback, navigated performance issues. You've made someone better at their job. • Vendor and stakeholder management. You've coordinated across multiple parties and held them to a shared standard without making it adversarial. • Comfort with event and CRM tools. Experience with Tripleseat or a tenant experience app is a strong plus. New systems don't intimidate you. COMPENSATION The base salary range for this role is $150,000 – $160,000, depending on experience. You'll also be eligible for a 10% annual performance bonus. **Candidate Notice** Experience by Industrious is a CBRE business. These roles are employed by CBRE. We're posting here on the Industrious careers page to reach the right candidates, but your application will be reviewed by the Experience by Industrious hiring team at CBRE and any offer will come from CBRE. By applying, you consent to your details being shared with CBRE for the purposes of this recruitment process should you be progressed beyond initial review.