Customer Experience Manager 100%

CBRE GWS GmbH
place
Basel

3D

Customer Experience Manager 100%

Essential duties and responsibilities include the following

  • Identify opportunities for continuous improvement and innovation to the service offering and potential to provide further support
  • Partner with account’s client to understand their strategic goals, priorities, and desired outcomes
  • Ensure implementation of client and key stakeholder service strategies as well as client and key stakeholder requests in close collaboration with FM Leadership and the cross-functional CBRE account organization
  • Act as the ‘voice of customer’ within the CBRE account organization / change champion & transformation lead
  • Lead, manage and develop customer service strategies, initiatives and the day to day operation
  • Client engagement & relationship management, including managing client feedback & end-to-end complaint handling
  • Assess market trends for the benefit of clients and their tenants – play an active part in re-imagine services
  • Challenge the way we work and seek continuous improvements - focus on art of modern hospitality, service mind-set, creativity and agility
  • Proactively review operational processes and revise as required to meet account objectives and client demands
  • Responsible for improving processes associated with the customer experience and the customer journey on-site, including journey mapping, SLA reporting, end-to-end mind-set, handling client queries and escalations
  • Coordinate team resource in collaboration with FM Leadership Team to ensure appropriate staffing levels and arrange cover where required via agency supplier, to include recruitment and selection based on the company recruitment processes
  • Motivate and guide the CBRE team to achieve new levels of customer service - plan and organize training and development, ensuring compliance with CBRE and client standards
  • Promote a positive “one team” approach across the account and beyond, help the team to further develop trusting relationships and encourage knowledge sharing; motivate teams to work towards common goals
  • Risk management - in relation to the role, identify and assess the risks that may prevent achievement of objectives
  • Establish, monitor, and ensure suppliers/vendors adhere to service level agreements
  • Develop and maintain relationships with vendors, including negotiating savings & value adding opportunities
  • Where applicable, induct vendors to site specific situations and keep records

 

Requirements:

  • Multiple years of leadership and operational management experience gained within a 5-star hotel or premium corporate environment
  • Business acumen with strong contract, vendor management, and negotiation skills
  • Proven leadership, management and relationship management skills
  • High level of attention to detail
  • Strong verbal and written communication skills in German and English with excellent personal presentation
  • Complaint handling - ability to resolve problems as they arise in an appropriate manner
  • Program and project management skills
  • Strong analytical and problem-solving approach
  • Ability to write reports, analyse, and interpret complex business documents and to prepare business cases

 

What we can offer:

  • Fortune 500 company with well-known customers from a multinational environment
  • Regional and international development opportunities in a rapidly growing company
  • Wide range of internal and external training opportunities
  • Good general conditions, such as at least five weeks' holiday, 40 hours a week, and an attractive pension fund solution.

 

Have we aroused your interest in our open position? Then please send us your complete application documents:

  • Curriculum vitae
  • Letter of motivation
  • Certificates and references

 

in one pdf file to the following e-mail address: gws.Jobs-Basel@cbre.com

Contact: CBRE GWS GmbH, Carolin Schulz, Mattenstrasse 22, 4002 Basel, Switzerland

For further information: http://www.cbre.com/EN/Pages/Home.aspx

 

In a nutshell:

Start of contract:          Asap.

Place of work:              Basel, Switzerland.

Duration of contract:   open-ended contract.

Workload:                   100%.

 

We look forward to receiving your application!