Customer Experience Manager (Retail)

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We are commercial property specialists operating across the UK. At Bruntwood, we're committed to offering more than just outstanding office, coworking, retail and lab spaces. Everything we do is tied into our vision of building vibrant communities, whilst providing businesses with the support and expertise they need to grow.

Bruntwood creates and manages some of the most innovative retail and leisure spaces across Manchester, Liverpool, Leeds and Birmingham. Our team of specialists work with over 150 operators including independent shops, restaurants, bars, cafes and street food traders as well as national retailers, gyms, and hotels.

This role focuses on our Stamford Quarter space in the heart of Altrincham . Bringing Hospitality, Shopping, Retail and Workspace (in the form of Foundation ) together.

Have a look at these videos to give an insight into who we are:

Bruntwood

Sustainability at Bruntwood

Job purpose:

As a Customer Experience Manager you'll be incredibly passionate about providing excellent customer service, actively listening to our retail customers to deliver new solutions and support to help them thrive in the space.

You'll work closely with the internal Bruntwood community, marketing, events and operations teams, collaborating to deliver the best customer experience.

What we're looking for in a nutshell:

It's important to have a customer focused background where you've had to build long term relationships , managing expectations and delivering a great service.

Retail experience would be a positive, however we're open to applicants who have transferable skills and who are passionate about the retail industry (There's a section on our application form where you'll be able to express this).

What you'll be doing:

• Act as the first point of contact for customers, provide and receive feedback to help the wider business understand how the schemes are performing and escalating issues where customers require support or assistance
• Work closely with our Customer Operations Manager - Altrincham, to ensure that Foundation and Stamford Quarter successfully integrate
• Deputise in the absence of the Operations Managers, taking charge of the scheme where necessary
• Acting as Line manager for our Assistant Manager in Stretford and supporting the wider operations team when required
• Work closely with our central Events and Marketing teams to devise and help deliver meaningful events for customers in our centres that drive footfall, dwell time and community engagement
• Work with third parties to manage and drive content for our social media accounts and websites as and when required
• Provide general admin support to the centre management teams as required
• Work with the central finance team to ensure correct financial records are kept of all income and expenditure including car parks and income from third parties
• Maintain, establish and develop close working relationships with all internal and external customers
• Maintaining relationships with all contractors and third parties, ensuring that health and safety requirements are delivered at all times
• Acting as a subject matter expert for business systems and procedures, passing on this knowledge to the wider team

We really believe that if you're brilliant to work with, you deserve brilliant things in return:

• We understand the importance of work-life balance, so whilst we are primarily an office-based culture (it's what we do!), we also want to encourage flexibility and agility where possible. If you'd like to discuss specific working hours/arrangements based on commitments, we'd welcome you to add this into your application on our website.
• 28 days holiday plus you get your Birthday off work - and if that's not enough you can also buy & sell holidays too
• 24 hours a year volunteer time - there are endless opportunities for you to get involved in supporting the causes that matter most to you
• Sabbatical of up to 12 months so you can take a career break after five years with us
• Free Healthcare cash plan for all colleagues, so you can claim back medical expenses like optical, dentist & physiotherapy. We also offer free private healthcare cover on an opt in basis too
• Life assurance cover for all colleagues
• Up to 8% matched pension scheme
• Discounts & cashback at leading retailers
• Enhanced maternity - 26 weeks fully paid leave
• Interest free loans to pursue your passions and apply for up to £2000 towards learning a new skill

In addition to what to expect within the role and your benefits, it's good to know that you'll be working for a business that gives back - The Oglesby Charitable Trust has donated more than £30m since it started out in 2001 . Supporting charities across Arts and Culture, Education, Environment, Medical Research and Social & Health Inequality.

Our ambition is to make Bruntwood a truly diverse and inclusive place to work, reflective of the communities we live and work in. To help us to achieve this we encourage applications from ethnic minorities, disabled people, and those who are neurodiverse. Join us and you'll be part of our journey to creating something even better, for our customers and ourselves.

* Please note the job description attached to our website application form is titled 'Retail Operations Manager' which is the official title as part of our internal structure