Community Manager (200 Aldersgate Street)
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The role
The purpose of the Community Experience & Engagement management role is to exceed our occupiers' day to day expectations by creating, delivering and evolving a bespoke customer experience & engagement program that aid to achieve greater occupier satisfaction and further establish the property/properties concerned as exciting places to work and live.
The Community Manager will develop a community profile for the building(s), designed to create connections between occupier customers and the local community, whilst elevating the experience within the property/properties.
With the support of the wider customer experience division and marketing team, oversee the implementation and development of community/ placemaking strategies and high levels of occupier customer satisfaction at 200 Aldersgate providing support and guidance, as required.
Key deliverables
• Building proactive and effective two-way relationships with the occupier customers of property/properties.
• Meeting with a range of occupier representatives from each organisation within the building(s). From decision makers to operational and occupier panel groups, to gaining a confident understanding of their business objectives, aspirations and needs and identify opportunities to help occupiers achieve these.
• The Community Manager will provide a relationship meeting programme plan every quarter which will be reviewed monthly with the SFM and General Manager to share knowledge and feedback about services and needs.
• To create and oversee a range of customer panels to give them a voice as to how the building(s) and services are managed.
• Create and oversee an engaging and vibrant community/ place making strategy targeted at connecting the occupier customers of the property/properties. This strategy will include retail experiential activation, events, support of local charities, networking opportunities for occupying and local businesses and wellbeing programmes for occupiers. These programmes should be fully aligned with the wider Environmental and Social Value goals of 200 Aldersgate and in collaboration with ESG and CX workstreams for the building. Customer experience division and marketing team will support in the delivery of this strategy.
• Curate and monitor an extensive, high-quality social media presence for the building(s) on all major platforms, including (but not limited to) Instagram, Facebook and Twitter, and promote the building(s') community / place making activities via other media channels, as appropriate. To include content generation, posting, and image/video capture and editing.
• Oversee occupier customer feedback programs as appropriate and use the feedback to inform strategy.
• Provide reporting on customer feedback that can be used as a means to evolve the service offer within the buildings.
• Building proactive and effective two-way relationships with stakeholders within the area local to the property/properties. These stakeholders will include local retailers, leisure operators, public services (such as police), local authorities, schools/ colleges/ universities, charities and
• Community Manager will get to know whoever they need to know to unlock unique opportunities and experiences.
• Manage costs for all programs, productions, and publications in order to report to organisation executives regarding a return on investment.
• Monitor and evaluate the community/ place making programs effectiveness, success and ROI periodically and report on them.
• Implement the use technology to manage efficiencies and support in the delivery of the community strategy.
• Support the rollout new technologies and support 200 Aldersgate in implementing its ambitious sustainability goals at scale.
• Be responsible for curation, execution and review of an annual occupier engagement plan. This will include but is not limited to online content creation, retail and partner relationship management, event planning and activation, face to face relationship building with all onsite stakeholders and conducting surveys and polls to measure success.
• Support and implement Company initiates and projects at site level to ensure site and Company success.
• Liaise with other departments and team management, implement change and procedures.
• Implement and expand on cross training with relevant departments.
• Control and manage the budget assigned to events.
• Ensure all administrative tasks in line with job role are complete within the required time frame.
• Ensure all events are delivered according to SLAs.
• Maintain confidentiality of all appropriate communications and documentation.
• Undertake regular Occupier Surveys to formulate a strategy to address any occupier queries.
• Ensure compliance with
Responsibilities
Financials
• Has budget and cost control responsibilities
• Has an awareness of wider team or department budget
Clients and Business Development
• Is proactive in building relationships with internal clients and responsive and helpful to external clients
• Functional or specialist competence with relevant understanding of business/departmental context
• Completes own work under minimal supervision/guidance
• Can deal with novel or difficult situations within context of own function or specialism
People
• Active team player
• Shares expertise with colleagues
• Proactively communicates to colleagues and others
Systems and Process
• Manages, co-ordinates, implements and develops a range of important activities, processes, functions or relationships
• Makes some decisions within field of expertise
• Is conscious of process and takes steps to protect the interests of BNP Paribas Real Estate, employees and reputation
• May contribute to BNP Paribas Real Estate Projects
Qualifications
• Degree or equivalent
Experience
• Knowledge, skills, and experience
• Strong interpersonal skills
• Strong verbal and written communication skills
• Cold-outreach experience a plus
• Exceptional organisational and multitasking skills
• Demonstrate integrity, dependability, responsibility, accountability, self-awareness, work ethic and empathy
• A real specialist in retail, having a passion and understanding of retail. (Experience of managing relationships with retailers a benefit)
• Understanding of well-being programmes
• Experience of small to medium scale event management
• A passion for customer experience
• Project management and business operations experience
• Innovative thinking be different and bold in approach
• Able to embrace efficiencies having an acute appreciation and desire for efficiency and accuracy
• Be ambitious and commercially minded
We are proud to offer award-winning benefits to support and reward our employees:
• Health & 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.