At Hines, we strive for excellence as a leading global real estate investment manager, driven by our by our belief that real estate is fundamentally about people. Our diverse portfolio spans $93.2 billion of assets across such property types as living, office, retail, mixed-use, logistics and life science projects – all designed to enhance value, connection, and inspiration. Our strategic approach integrates local expertise with global knowledge, taking calculated risks aligned with our convictions to exceed expectations and tailor solutions to our clients’ needs.
While our projects are renowned for enhancing cities and pioneering sustainable practices, we recognize that the true driving force behind Hines’ success is our 5,000 dedicated employees in 30 countries who draw on our 65-year history to build the world forward. This is why we prioritize investing in our people, offering comprehensive training, competitive compensation, robust benefits and generous vacation packages. By centering our focus on the growth and wellbeing of our team, we cultivate an inclusive environment where everyone, including our clients, can thrive.
When you join Hines, you will embark on a career journey fueled by vision and guided by leaders who set the standards of our industry. Our legacy is rooted in innovation and excellence, earning us a spot-on Fast Company’s esteemed annual list of the World’s Most Innovative Companies, as well as recognition as one of U.S. News & World Report’s Best Companies to Work For in 2024. Discover endless opportunities to grow and make your mark at Hines. We are currently seeking to hire a Senior Manager, Client Experience. In this role, you will help lead and project manage efforts of upholding and maintaining a client centric, hospitality focused culture. In addition, you will partner with key internal teams, including property and facility management, and stakeholders to institute trainings, events, programs, partnerships, and best practices that elevate all aspects of the client experience globally.
RESPONSIBILITIES:
- Continue raising the bar on our management services offerings by elevating the client experience and fostering a hospitality-focused culture with dynamic, creative, effective strategies. This includes managing our proprietary CX training programs, creating, and rolling out signature global programming, measuring outcomes and effectiveness, and supporting regional initiatives and teams.
- Work effectively across the firm with internal teams to create omnichannel programs that elevate the client experience at the asset level for individual users and increase customer loyalty and satisfaction.
- Create out-of-the-box strategies around brand partnerships and programming to improve client satisfaction and drive utilization and leasing.
- Manage QA/QC tools to ensure execution and delivery of firm-wide hospitality standards expectations that improve a consistent, elevated client experience.
- Organize and facilitate both virtual and face-to-face training sessions as well as design e-learning and job aids.
- Provide on-site consulting for property, facility and community managers and support them as they take actions to improve the client experience.
- Define, track, and improve key performance indicators (KPI’s) to improve client satisfaction and retention.
- Design feedback surveys to help determine programming impact or areas for improvement.
- Leverage data analytics, customer feedback, and industry trends to drive innovation that is customer-centric.
- Regularly review content, practices, and processes to make improvements to the customer experience to drive leasing, utilization, and desired business outcomes.
REQUIREMENTS:
- Bachelor’s degree from an accredited institution.
- Eight or more years of experience working in client experience, partnerships, and events.
- Experience in office, residential, hotel, F&B or luxury retail industry is preferred.
- Passion for delivering first-class service and a desire to exceed customer expectations.
- Strong project management skills, and ability to influence key stakeholders.
- Excellent interpersonal and communication skills, including sound listening ability and inspirational, dynamic facilitation style; must have the ability to engage an audience and encourage interaction.
- Strategic mindset with the ability to execute flawlessly.
- Ability to manage multiple projects simultaneously and carry them through completion.
- Advanced knowledge in Word, Excel, and PowerPoint.
- Experience in instructional design and development of hospitality training materials for various training delivery options including instructor-led, e-learning, and self-study.
- Self-motivated and possess a passion for the hospitality industry.
- Unwavering commitment to integrity, the firm’s Guiding Principles and our Leadership Principles.
- Able to work over 40 hours per week as business needs deem appropriate.
- Ability to travel 50% of the time, domestically and internationally.
We are an equal opportunity employer and support workforce diversity. No calls or emails from third parties, please.