Customer Experience Manager Job summary As a Customer

Customer Experience Manager Job summary: As a Customer Experience Manager you will support The Crown Estate’s Regional Retail Team to deliver high levels of customer and partner satisfaction, loyalty and recommendation. As a key portfolio within The Crown Estate, the Regional Retail team deliver dynamically different shopping and leisure destinations. We take a bespoke approach to every one of our regional destinations, with a long-term view to invest, develop and deliver brilliant places for our customers. Essential functions of the Job: • Execute the corporate customer experience strategy and framework set by The Head of Customer Experience within the Regional portfolio • Embed and champion customer experience within the Regional portfolio and work flexible across portfolios without dedicated customer resource • Share ideas and best practice working in collaboration with the Customer Experience Manager and Central London portfolio and key Managing Agent personnel • Engage with the wider Regional team to build productive and collaborative relationships • Carry out site visits across the Regional portfolio to engage with the Managing agents and Centre management teams and align them with The Crown Estate’s customer service vision and approach • Review all existing customer survey feedback and customer service plans for the Regional portfolio and their managing agents to produce and manage customer service action plans to increase satisfaction • Identify, recommend and implement changes to processes and structure required to deliver exceptional customer service, putting in place performance measures • Introduce and continue to review the reporting format for the Regional team portfolio and asset meetings • Develop and implement initiatives to support the Regional vision for customer engagement strategy and consumer experience • Support the Brand Marketing team with customer engagement events and communications • Manage customer training across the Regional team and managing agents in conjunction with HR • Ensure customer complaints are used continually to improve our ways of working • Support and co-ordinate the implementation of any new customer engagement and tracking technology • Ensure the best utilisation of the cross-business Customer Champions Group • Actively support the development of a long term customer experience strategy • Operate flexibly across the business as required to support the wider business customer service and experience objectives Experience required: Skills required: • Relevant degree and evidence of continuous professional development of a similar role • Customer service / experience best practice subject matter expert • Strong persuasive, confidence, communication and presentation skills • Excellent Stakeholder Management and leadership skills • Strong relationships, interpersonal and influencing skills • Highly self-motivated proactive, resilient and flexible with a desire to deliver high standards • Detail-oriented and able to look at processes to identify bottlenecks or areas of friction. • Proven strategic thinker with the pragmatism and flexibility required to make things happen • Quick to learn, able to relate to, and get to grips with, The Crown Estate’s business, objectives, strategies and relevant external markets Business Area : Department: - Corporate Affairs Job level: Responsible to: - 4 – Manager / Professional - Head of Customer Experience Contract type : Budget Accountability: - N/a People Responsibility: - N/a Proven experience in the following areas: • • • Engaging, influencing and working effectively across all levels, inspiring confidence, and building consensus Developing and obtaining buy-in to customer service strategies Action planning follow up any customer satisfaction surveys Implementing new strategies and embedding new processes and practices within a commercial environment Managing effective change by influencing departures from traditional ways of working to new ways to improve customer satisfaction Managing communications on customer experience Managing customer experience training with HR Working effectively with suppliers and third parties Preferably some experience and knowledge of the real estate business, Retail or Leisure sector Flexible working, as whilst this role is London based, travel will be required (Approx. 40% regional 60% London) - Operations - Permanent