Experience Manager

Job Title

Job Description Summary

Job Description

We are seeking an experienced placemaking and occupier engagement specialist to lead the delivery of an exceptional customer experience across a high-profile mixed-use estate in central London. The estate brings together offices, residential, retail and leisure spaces in a unique setting.

This role is key to building a connected community, with a particular focus on office and retail occupiers, residents, and internal stakeholders. You’ll work closely with the estate’s marketing manager (who leads on external communications) to ensure a seamless and engaging experience across all touchpoints.

Key Responsibilities

Occupier Engagement

• Develop and implement an occupier engagement strategy to foster a connected, collaborative community.

• Lead a programme of events, communications and initiatives that enhance the occupier experience.

• Build and maintain strong relationships with occupiers, working closely with the estate manager and surveyors to meet their needs.

• Manage the estate’s loyalty programme (Porter Card), securing and promoting exclusive offers.

• Activate communal areas with events, activations and activities.

• Maintain an up-to-date contact database and oversee occupier-related website content.

• Design and deliver onboarding experiences for new occupiers and their teams.

• Collaborate with the marketing manager to spotlight occupier stories through external channels.

• Manage budgets responsibly and keep accurate financial records.

Communications

• Deliver day-to-day internal communications and promote events in line with the estate’s engagement strategy.

• Coordinate external suppliers such as social media agencies and digital screen providers (e.g. ECN).

• Oversee shared estate inboxes and ensure timely responses to enquiries.

• Curate and upload event content to the estate website.

Customer Experience

• Champion exceptional customer service across the estate, creating a welcoming and inclusive environment.

• Act as a key point of contact for occupiers and guests, sharing updates and local insights.

• Deliver training and mentoring for on-site staff to enhance customer experience standards.

• Monitor feedback and implement service improvements based on occupier input.

Operational Support

• Support the wider estate team in delivering placemaking and enlivenment initiatives, including commercial events (e.g. filming).

• Induct new brands, managers and occupier representatives.

• Lead tours for prospective occupiers, new employees and educational visitors.

• Ensure all events and activations meet health and safety regulations.

• Assist with emergency procedures and wider estate operations when required.

Essential Skills and Experience

• Proven experience in customer engagement, placemaking, events or internal communications.

• Excellent interpersonal and presentation skills, with the ability to engage confidently at all levels.

• Strong problem-solving abilities and a clear commitment to service excellence.

• Highly organised, creative, and proactive.

• Excellent written and verbal communication skills.

• Experience managing budgets and coordinating third-party suppliers.

• Comfortable using digital tools such as email marketing platforms, CMS and social media.

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