Communications & Customer Experience Manager Property Management

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The role

Working within the Property Management services line in London, this role will focus predominantly on managing the Customer Experience programme, along with delivery of the communications and social media strategy.

The role requires a particular emphasis on amplifying BNPPRE's Property Management brand and positioning across both external and internal channels, showcasing all aspects of property management. This includes promotion of activity undertaken within the buildings under management, covering events, community programmes, ESG and occupier engagement, along with central services and all aspects of the property management offering.

Positioned within both property management and facilities management, the role requires working equally across both teams (including client finance) to support and deliver CX and communications for property management in the UK.

This role is suitable for someone with relevant Customer Experience/Communications expertise and interested in working in a fast-paced corporate environment.

The position will report to the Director of Business Development (BDD) for Property Management and will include assisting the BDD with general business development administrative duties as required.

Key deliverables

• Management and delivery of campaigns, covering all aspects and engagement for the Customer Experience/CX Champions Programme

• Creating a CX culture across property management, acting as a CX platform ambassador; regularly attending meetings with central and onsite teams

• Responsible for scheduling CX Champions meetings, producing agendas, notes and actions, along with maintaining a CX events calendar and forward features for content generation

• Writing/producing and editing content and news stories and placing them on social media and internal communications channels acting as the central point of contact for property management's communication collation and distribution.

• Responsible for producing a regular flow of communications and sourcing content. Collating, proof reading and editing quarterly PM newsletter and communication updates

• Establishing relationships internally to ensure a regular flow of CX, client and service line content is received from property management, facilities management and client finance

• Supporting BDD, proof reading documents, bids and communication materials prior to distribution.

• Assisting on ESG communication activities, liaising with ESG team

• Acting as property management ambassador, liaising with wider PM team and central teams; HR, bids, design and marketing

• Supporting on data and CRM strategy, marketing and client events, helping and mentoring teams to update client contacts and activities on CRM system acting as PM Champion to drive regular data cleansing and ownership within property management.

• Work in collaboration with BDD and central marketing team to support related PR, conference awards submissions and market awareness campaigns for Property Management

• Knowledge of and willingness to utilise digital, social media and innovative technologies.

Customer Experience and Communications

• Excellent written English and strong communication, proof reading and content generation skills

• Works within clearly defined, well established processes with BDD and central marketing team

• Monitoring property press and competitor activity for ideas for content

• Defining and delivering on engagement and communication objectives

• Managing brand and tone of voice through communications

• Ability to confidently communicate with and influence colleagues across all levels

• Creation of communications calendar and comms scheduling

• Reporting of ROI of engagements activities and making business case for investment where required

• Comfortable working in a matrix organisational structure working cross business to achieve objectives

People

• Proactive in building relationships across all internal clients and onsite building teams, demonstrating a highly responsive approach

• Takes responsibility for ownership of tasks and projects to complete, working under minimal supervision and guidance

• Active and positive team player

• Highly organised with can do attitude

• Self-sufficient to work autonomously

• Willing to work flexibility and be involved in a number of projects, working well under pressure

Systems and Process

• Strong IT skills and knowledge of CRM systems (Microsoft Dynamics beneficial)

• Understanding of databases and the importance of maintaining accurate data.

• Manages, co-ordinates, implements and develops a range of important activities, processes, functions or relationships

• Follows process and takes steps to protect interests of BNP Paribas Real Estate

• Flexible and agile to work on a variety of projects as required

Person specification

Essential qualifications

• Degree educated, preferably in relevant discipline such as Communications, Customer Experience, Marketing, Public Relations, English

• Experience in Customer Experience (CX), Communications or Customer Engagement delivery

• Marketing and communications qualifications highly desirable.

Essential experience

• Previous office experience

• Ability to develop and prepare annual plans to deliver CX/customer engagement and communication objectives

• Able to write copy in brand/tone of voice

• High level of accuracy

• High level of organisational skills

• Ability to work on own initiative

• Ability to influence senior colleagues

• Communication, interpersonal and presentation skills. Persuasive and confident style of communication at all levels.

Competencies required

• Tenacity

• Planning and organising

• Commercially astute

• Delivers innovative solutions

• Sound decision maker

• Creative thinker

• Pursues excellence

• Motivated, driven and positive outlook

• Future orientated

• Responsiveness to colleagues

• Responsiveness to clients

• Responsiveness to markets and opportunities

We are proud to offer award-winning benefits to support and reward our employees:

• Heath & Leisure: Private medical cover, 25 days annual leave + public holidays (the option of purchasing up to 5 additional days via flex benefits), health screening, gym discounts, wellbeing support, volunteering opportunities, cycle to work scheme, eye care voucher, travel & retail discounts, travel insurance, concierge service, kids pass, open fairways golf card, great company culture and social events (including sports teams, charity events, art pass), perks at work
• Financial: Pension, life assurance at 8 x basic salary, group income protection (long term disability insurance), interest free season ticket loan, bonus scheme - you will be eligible to participate in the Company's Bonus Scheme, share incentive plan, financial and mortgage advice

BNP Paribas Real Estate is committed to providing a work environment that fosters diversity, inclusion, and equal employment opportunity without regard to race, colour, gender, age, creed, sex, religion, national origin, disability (physical or mental), marital status, ancestry, sexual orientation, gender identity and gender expression, or any other legally protected status.