Customer First Manager

Role Specification – Customer First Manager

An exciting new role has been created for a Customer First Manager to join the team at Great Portland Estates plc (GPE).

GPE have recently implemented a change programme, to move away from a traditional landlord operating model to a modern customer focused model, evolving the way we do business to meet (and exceed) customers’ changing needs. The business sees this an opportunity to differentiate itself, build a brand and create a competitive advantage

Customer First Lead is responsible for leading all aspects of GPE’s ‘shift’ to a customer-first operating model. This will entail:

  • Reinforcing GPE ‘Customer First’ commitment across the business/acting as the ‘voice of the customer’ internally;
  • Supporting the Customer Experience & Flex Director with the delivery and development of GPE’s Customer First programme
  • Acting as the internal lead/focus to drive engaging, efficient, and effective CX;
  • Developing insights and analytics around customer behaviour (further adapting what we already have);
  • Proactively driving initiatives which increase customer satisfaction, loyalty, and advocacy;
  • Stewarding our customer insight programmes; Measure and track impact of initiatives using key performance indicators (NPS, customer retention and any other measures as determined).
  • Ensuring that GPE customer journeys are in keeping with expectations;
  • Driving the end-to-end CX, testing concepts and hypothesis’ that will lead to improving CX and new ways to satisfy emerging customer needs;
  • Identifing customer case studies to showcase GPE customer experience and for use in marketing to internal and external stakeholders;
  • Collaborating with marketing to develop campaigns to improve customer awareness, loyalty and brand image;

Team Structure & Reporting Line

The position reports to our Customer Experience & Flex Director, who is a member of the Executive Committee.

This is a newly created role and  at present does not manage anyone. This may change in the future as the role develops.

Experience & Critical Skill Required

  • minimum 5 years’ experience as a CX lead, ideally having either developed a function from scratch or been involved in the significant evolution of such a function or effort within an organization.
  • Experience of NPS methodology and practice; survey design, results analysis, feedback. Certified practitioner preferred
  • Real Estate or Property sector experience is not required; in fact we would be interested in other sector experience
  • The ability to communicate successfully to a varied stakeholder group across all levels of GPE and influence strategy at a senior level
  • Must be able to build relationships and personal credibility in the business
  • Strong written and verbal communication skills;
  • Strong personal organisation skills; be self-directed and able to use their own initiative to progress tasks/activities
  • Good working knowledge of CRM software (eg Microsoft Dynamics) would be helpful

Personal Attributes Desired

  • Thrives in a deadline driven, fast-paced environment; ability to work under pressure, prioritise effectively and meet deadlines
  • Conscientious and delivers on commitments
  • Comfortable leading on and being accountable for activities and projects
  • Works flexibly and cooperatively as part of a team
  • The ability to handle a large and varied workload.
  • High degree of professionalism and integrity
  • A continuous improvement mind-set – constantly looks for ways to deliver the best possible service to the team and the wider business
  • Respects the needs of others and actively creates an environment where colleagues feel they can belong
  • Shows consideration for the opinions of others, even if they are different to your own

Live by and exemplify our Company Values  (non-negotiable)

  • We achieve more together
    • Demonstrated by collaboration, support, challenge and contribution
  • We are committed to excellence
    • Demonstrated by diligence, focus, and pride
  • We are open and fair
    • Demonstrated by inclusion, open-mindedness, and transparency
  • We embrace opportunity
    • Demonstrated by energy, forward-thinking, and boldness

To apply please send your CV to