Job Summary
- The APAC Experience Programme Lead serves as the primary client contact for the delivery of Experience Services that seek to increase individual well-being, personal productivity, and organizational effectiveness.
- The purpose of the leadership position is to focus on differentiating CBRE from its competition by implementing and delivering Experience Services programs in areas such as reception, workplace care, meeting & events and mail & document services across multiple accounts across the entire employee lifecycle.
- This role is focused on managing our strategy for delivery of Experience Services delivering tangible concepts to our diverse customer base and managing long term value across the Experience platform.
Duties & Responsibilities
- Directs the Experience Services team to deliver service levels within the prescribed scope and budget.
- Services include, but are not limited to: Concierge, Reception/Switchboard, Room Management, A/V Support, Meeting & Event Management, Community Programs, Meeting Supply Equipment, Food Services, Parking & Commute, Bicycle & Local Shuttle, Supported Employment, Company Store, Pet Programs, Document Services, Mail Services, Record Archiving, Office Supply Management, Moves, Adds, Changes, Furniture and Cable Management, Space Reset, Entrance Screening Protocol and Workplace Onboarding.
- Reviews and contributes to client's strategic plans and determines appropriate staffing levels to meet expectations; provides direction on Host management, including recruitment of talent, performance management, employee engagement, employee development and financials.
- Responsible for Host revenue and expense management for assigned account/property.
- Establishes savings goals and creates action plans to improve financial position(s).
- Negotiates with clients, partners, and associates to resolve conflicting priorities. Sets goals and direction to meet and exceed client expectations. Sets achievable goals that are linked to the objectives of the organization.
- Manages development, production, quality, and retention of Host team.
- Provides vision, strategy, and implementation guidance for full scope of Host services. Manages client relationship.
- Remains informed about developments within the Experience Services industry, and networks with in-company subject matter experts to bring world class solutions to bear for the client.
- Monitors key service delivery metrics. Takes corrective action as needed. Meets with management team and appropriate departments to discuss and resolve discrepancies.
- Ensures safety standards are met by those delivery Experience Services; whether company employees or third party service providers.
- Ensures necessary tools and technology are available for Experience Services teams and clients.
- Responsible for building and supporting the experience community within the APAC region, aligning with global strategic direction.
- Delivers strategic plan for utilization of vendor partnerships.
- Maintains relationships with vendors who provide services and goods.
- Ensures orientation is best in class throughout a large campus or multi-site/cross-regional disparate portfolio.
- Ensures quality and regular audits of the Service Business Continuity plan.
- Business partners with clients’ Human, IT and Real Estate functions to challenge the status quo in enhancing employee experience.
- Assists real estate enablement with clients’ employee retention and attraction strategies, constantly reviewing and enhancing every touch point of the employee journey.
- Human centric approach to uncover employees unmet need, wants and desires.
- Performs other duties as assigned.
Qualifications
- HS Diploma or GED required or equivalent combination of education and experience (equivalent work experience = 2 years’ experience for every year of higher level education). Bachelor's degree (BA/BS) or other relevant vocational training preferred.
- Minimum of 10+ years related, with 5 of those in management or supervisory capacities preferred (e.g. Front of House Manager, Lead Concierge, Hospitality, Rooms Manager, Experience Manager or Event Manager).
- Prior supervisory & customer service experience is highly preferred.
- Ability to comprehend, analyze, and interpret the most complex business documents.
- Ability to respond effectively to the most sensitive issues. Ability to write reports, manuals, speeches, and articles using distinctive style. Ability to make effective and persuasive presentations on complex topics to employees, clients, top management and/or public groups. Ability to motivate and negotiate effectively with key employees, top management, and client groups to take desired action.
- Understands BAU change. Identifies the need of change and constant improvement in a scientific and measurable way.
- Familiar with Program Management and AGILE concepts, constantly seeking improvements via iterations with a human centric approach.
- Innovative and self-driven to challenge the status quo, elevating experience.
- Basic understanding of ethnographic research methodologies and deriving insights on workplace enhancements.
- Comfortable meeting and engaging with new people.
- Warm and engaging demeanor. Ability to assess circumstances, empathize and offer help.
- Utilize a high level of attention to detail as well as strong interpersonal skills.
- Have a positive attitude and a strong sense of urgency in resolving any issues that may arise.
- Requires in-depth knowledge of financial terms and principles. Ability to calculate complex figures. Ability to forecast and prepare budgets. Conducts financial/business analysis including the preparation of reports.
- Ability to solve advanced problems and deal with a variety of options in complex situations. Requires expert level analytical and quantitative skills with proven experience in developing strategic solutions for a growing matrix-based multi-industry sales environment. Draws upon the analysis of others and makes recommendations that have a direct impact on the company.
- Proficient with Microsoft Office Suite products such as Word, Excel, PowerPoint, Visio, SharePoint, OneNote, Outlook, etc. Comfortable with and embracing of new technologies and digital tools; such as Apps, databases, financial management, work order management, social networking, cloud technologies, handheld mobile technologies and applications, and communications.
- Ability to work flexible work schedules based on office needs.
- Strong problem-solving skills. Highly adaptable and flexible. Ability to work independently with little supervision.
- Ability to work requiring significant walking or through other means of mobility. Ability to work in a standing position for long periods of time. Ability to reach, bend, stoop, push and/or pull and frequently lift up to 20 lbs. and occasionally lift/move up to 40 lbs.
Scope of Responsibility
Decisions made with in-depth understanding and interpretation of procedures, company policies and business practices to achieve complex results. Responsible for setting project, department and/or division deadlines. Errors in judgment may cause long-term impact to line of business and/or overall company.
Safety
Responsible for personal safety and the safety of those who are affected by your work. This includes but is not limited to:
- Complete at a satisfactory level all required and assigned HSE training.
- Follow all activity policies and procedures, including all HSE related requirements at all times.
- Participate in all HSE related programs & activities as required, including incident investigations, interviews, auditing, and assessment, etc.
- Report any condition which you feel could result in an accident or injury and/or stop work if required.
As a Supervisor/Manager:
While adhering to all HSE requirements established for CBRE employees, supervisors and managers are required to:
- Provide sufficient distraction free time for employees to complete all required HSE training & support the HSE training program implicitly.
- Investigate and resolve (if possible) all reported unsafe conditions/acts and communicate results back to the affected stakeholders.
- Support stop work authority when it is exercised in good faith.
- Communicate any/all potential workplace hazards and workplace procedures.
