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 contact@cxtalent.co.uk