Customer Experience Manager (UK)

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WHO ARE WE?

Equiem is an Australian-founded, now a global leader in property technology ('proptech'). We launched the world's first tenant experience app for office buildings - a key innovation that helps commercial landlords digitise their buildings and make them exciting, productive and vibrant places to work. Imagine your dream work environment - this is what we help deliver.

Equiem started with two employees and one building in 2011. Today, we have 130+ staff, and our app is live in 800+ buildings across Australia, Europe, the US and Canada - including many of the world's most recognisable skyscrapers and campuses.

Nothing like our product previously existed. It helped revolutionise how landlords engaged with their customers - the people in the building, creating a new category of technology called 'tenant experience'. Today, 'TenX' is a key component of a modern landlord's strategy.

In an exciting move, Equiem recently acquired spaceOS, a European workplace management software company. This is another step towards Equiem substantiating itself as a global leader in the proptech industry.

ABOUT THE ROLE

We are looking for a highly motivated, well-organised, dynamic and creative Customer Experience Manager to join our small but ambitious team to work with our client in an iconic London property destination.

Our company is growing rapidly, and this is a fantastic opportunity for you to support our client delivery and engagement efforts at a pivotal point in their journey.

This is an integral role requiring a confident Customer Experience professional with brilliant relationship-building skills who can bring ideas to the table, challenge and influence senior stakeholders and roll their sleeves up with some tactical delivery as well as oversee the annual online user engagement strategy.

As Customer Experience Manager, you will be working closely with the client to develop and deliver an effective content and engagement strategy aligned to the brand identity of the estate and aimed at engaging each of the online audiences, including visitors, residents, retailers and office occupiers. This will include a comprehensive calendar of in-person events and online campaigns.

You will be responsible for a mix of engagement activities, including liaising with retailers on promotions and campaigns and delivering a strong and compelling online communication strategy to engage occupiers, visitors and residents for a landmark development.

There is a strong focus on client listening, stakeholder management, industry trends, data analysis, and a need to drive best user engagement practices and build successful online campaigns, events and activations across all online user groups.

Key Responsibilities

• Developing and coordinating targeted and creative campaigns both online and for in-person events
• Create and monitor events budgets as agreed with the team
• Manage the CMS platform, including content creation and management
• Be the first point of contact for all client stakeholders
• Daily management of product questions and troubleshooting
• Sourcing new suppliers, negotiating contracts, and liaising with existing partners
• Active involvement with day-to-day queries from suppliers and onsite retailers and taking a proactive stance to resolve enquiries quickly
• Using analytics to examine platform health and user engagement
• Ensuring all content produced is on-brand, consistent in terms of style, quality and tone of voice,
• Identifying gaps in content and creating new material that is engaging and inspiring, ensuring it incorporates input from key stakeholders across the practices

You'll be based three-ish days a week at our client's office in Stratford and two-ish days in Equiem's London Office.

Requirements

WHO ARE YOU?

You love being busy and are capable of taking the initiative to deliver results. A great can-do attitude is a must! High-level attention to detail will be essential to the role.

Ideally, you possess the following attributes, experience and skills:

• Solid customer-focused experience in Commercial Property/Real Estate
• Track record of excellence within an events and content-driven role
• Strong communication and excellent copywriting skills
• Proven track record of delivering digital and multichannel campaigns
• Degree in marketing, business, or related industry (preferable)
• Ability to build positive peer-to-peer relationships and encourage collaboration
• Outstanding project management and prioritisation skills
• A people person and active team member who enjoys finding a creative solution
• 3+ years in a client-facing role

Benefits

OUR CULTURE

You'll be joining a team of bright, talented, driven individuals who love to excel and deliver great work, who celebrate wins together and prioritise time to socialise and connect in an inclusive and energetic environment with teammates who support and encourage, a space where your ideas are always welcome, and you have the trust, autonomy and freedom to own your role and make a real impact.

WHAT'S IN IT FOR YOU?

In return, we offer a fun, cohesive and flexible working environment with a team that thrives on achieving the ambitions we aim for, plus:

• Opportunities to grow your career in a global company
• Highly competitive compensation package
• The ability to create lasting impressions and meaningful relationships
• Private Health Insurance
• We think the day you were born is a special day, so celebrate and take the day off...and still get paid! Don't celebrate your birthday; let's agree on an alternate day that has special meaning to you.
• Ability to purchase additional Paid Holidays
• Participate and be recognised with our Q Awards

DIVERSITY & INCLUSION

As a company, we truly embrace diversity and inclusion on a day-to-day basis. So much so that to us, this goes without saying. For our hiring process, however, this means that all candidates are accessed based on role requirements, regardless of race, colour, religion, gender, sexual orientation, national origin or on the basis of disability. If you require any assistance to be included in our process, please contact people@getequiem.com, quoting the job title and reference number.

HOW TO APPLY

We move quickly, and applications close upon discretion, so if you don't want to miss out, apply today! When applying, you will be redirected to our internal recruitment system.

By applying via the above process, you acknowledge that your application details, including but not limited to your resume/CV/cover letter/completed test or tasks, will be shared with relevant people within Equiem to assist us with the recruitment decision-making process. Please contact people@getequiem.com should you require any additional information regarding this process.