Customer Experience Manager - Front of House

Job description

About the Role As Customer Experience Manager, you will lead and develop a team of Customer Experience professionals, creating a culture that delivers a five-star experience for occupiers, visitors, and stakeholders. You'll be responsible for developing and implementing customer experience strategies, enhancing service standards, fostering vibrant workplace communities, and ensuring every interaction leaves a lasting positive impression. Working closely with the Senior Management Team, Building Managers, Facilities Managers, and service partners, you'll champion a customer-first culture whilst driving operational excellence across multiple properties. What You'll Be Doing Leadership & Team Management Lead, motivate, and develop the Customer Experience team across the portfolio. Create a positive, high-performing culture focused on service excellence and accountability. Conduct regular one-to-ones, coaching, and performance management conversations. Ensure appropriate staffing levels and consistent service delivery across all locations. Inspire teams to deliver exceptional customer experiences every day. Customer Experience Drive the delivery of a market-leading customer experience programme across the portfolio. Review, analyse, and improve customer journeys to identify opportunities for innovation and enhancement. Gather and analyse customer feedback, implementing improvement plans to continuously raise standards. Maintain a hospitality-led approach that creates memorable experiences for occupiers and visitors. Ensure buildings consistently present to the highest standards. Community & Engagement Lead the development of vibrant communities across the portfolio. Work closely with occupiers, service partners, and operational teams to create engaging workplace experiences. Support and deliver community initiatives, events, and occupier engagement programmes. Promote collaboration across all service lines to ensure a seamless customer journey. Operational Excellence Produce and analyse customer experience reporting and performance data. Implement new initiatives that enhance customer satisfaction and operational efficiency. Drive a culture of continuous improvement and innovation. Support the wider management team in delivering strategic objectives across the portfolio. To be successful in this role, you'll bring a strong combination of real estate expertise, people leadership, and customer experience excellence. Essential Requirements Extensive experience within the commercial real estate, property management, asset management, or mixed-use development sectors. Proven experience leading and developing small customer-facing teams. Strong hospitality, customer experience, front-of-house, or occupier engagement background. Experience managing stakeholder relationships across multiple levels. Excellent communication and influencing skills. Strong commercial awareness and an understanding of current customer experience trends. Proficiency in Microsoft Office including Outlook, Excel, Word, and PowerPoint. The Person We're Looking For We're seeking someone who brings: Extensive real estate experience and a strong understanding of occupier expectations. Positive energy, enthusiasm, and a genuine passion for delivering exceptional customer experiences. A natural leadership style with experience managing and developing small teams. The confidence and authority to lead from the front, drive change, and maintain high standards. Excellent relationship-building skills and the ability to influence stakeholders at all levels. A proactive, solutions-focused mindset with a continuous improvement mentality. The ability to balance a five-star hospitality approach with strong operational management. You'll be someone who can command respect, inspire those around you, and create an environment where both customers and team members thrive. Eligibility to Work Please note that applicants must have the unrestricted right to work in the UK. Unfortunately, Colliers is unable to provide visa sponsorship for this position. Additional Candidate Profile / Hiring Considerations We're looking for an experienced real estate professional who brings strong customer experience expertise, positive energy, and a passion for creating exceptional occupier experiences. The successful candidate will have a proven track record within commercial property, asset management, or mixed-use developments, alongside experience leading and developing small teams. They will be a confident and engaging leader, capable of building strong relationships, driving high standards, and influencing stakeholders at all levels. This role requires someone with a strong presence who can balance a hospitality-led approach with the authority to make decisions, implement change, challenge poor performance where necessary, and lead operational excellence across the portfolio. Above all, we're seeking a commercially aware, people-focused individual who can inspire others and continuously enhance the customer and community experience. Why Join Colliers UK? Accelerate your career – Colliers is committed to developing its people through structured career progression, learning opportunities, professional qualifications, and internal mobility. Enterprising culture – Employees are empowered to think differently, take ownership, and make decisions that drive success. Innovation and entrepreneurship are central to the Colliers culture. Collaborative environment – Teams work closely across service lines and geographies, creating opportunities to learn from industry experts and deliver exceptional outcomes for clients. Global business, local impact – As part of a global organisation with thousands of professionals worldwide, employees benefit from international expertise while working on projects that shape local communities. Strong focus on people and wellbeing – Colliers invests in its employees through competitive benefits, flexible working approaches, and a culture that supports individual success. Commitment to inclusion and diversity – The business actively promotes an inclusive culture where different perspectives are valued and encouraged. Make a difference – Through initiatives such as Colliers Gives , employees are encouraged to support local communities, with paid volunteering days and opportunities to contribute to charitable causes. Legal disclaimer This document/email has been prepared by Colliers for advertising and general information only. Colliers makes no guarantees, representations or warranties of any kind, expressed or implied, regarding the information including, but not limited to, warranties of content, accuracy and reliability. Any interested party should undertake their own inquiries as to the accuracy of the information. Colliers excludes unequivocally all inferred or implied terms, conditions and warranties arising out of this document and excludes all liability for loss and damages arising there from. This publication is the copyrighted property of Colliers and /or its licensor(s). © 2026. All rights reserved. This communication is not intended to cause or induce breach of an existing listing agreement. [Include your market’s legal name here. (ex. Colliers International Group Inc.)] Notes on Disclaimer and Exclusions This disclaimer is intended for use on all proposals, research reports and marketing collateral and should not be altered in any way. Only announcements approved by Global Finance and Communications can include the Colliers NASDAQ and TSX ticker (CIGI) in the press release and boilerplate. *Any CVs, Candidate details or Introductions sent directly to Colliers employees without a prior written mandate from the Colliers UK Talent Acquisition or HR Team shall be deemed unsolicited and provided voluntarily. In such cases, Colliers shall have no obligation to pay any introduction, recruitment or placement fee, and may engage or hire the Candidate without liability to the Agency. About Colliers Colliers (NASDAQ, TSX: CIGI) is a global diversified professional services and investment management company operating through three industry-leading businesses: Commercial Real Estate, Engineering and Investment Management. With greater than a 30-year track record of consistent growth and strong recurring cash flows, we scale complementary, high-value businesses that provide essential services across the full asset lifecycle. Our unique partnership philosophy empowers exceptional leaders, preserves our entrepreneurial culture, and ensures meaningful inside ownership – driving strong alignment and sustained value creation for our shareholders. With $6 billion in annual revenues, 28,000 professionals, and $110 billion in assets under management, Colliers is committed to accelerating the success of our clients, investors, and people worldwide. Learn more at . At Colliers, we don't just manage buildings, we create exceptional experiences. We're looking for an experienced, energetic, and inspiring Customer Experience Manager to lead the customer experience and community function across our prestigious Berkeley Estate Asset Management (BEAM) portfolio. This is a fantastic opportunity for a passionate real estate professional to shape and elevate the occupier experience across a high-profile portfolio, driving service excellence, community engagement, and continuous improvement.