Customer Experience Manager

Location : London

The Crown Estate is a specialist real estate business, with a focus on commercial property in central London, prime regional retail schemes and offshore wind. The Crown Estate’s £7bn Central London portfolio includes all of Regent Street and around half of St James’s, totalling 8m sq ft of commercial property and making it the largest landowner in the core West End.

This role will ensure that Central London has the necessary strategies, culture and processes in place to deliver on The Crown Estate’s strategic objective for customer experience: To build ever stronger relationships through high levels of customer and partner satisfaction, loyalty and recommendation. One of the key objectives of this role will be to embed and champion customer experience within Central London, and to lead on developing and disseminating best practice ensuring consistency amongst all portfolios.

The successful candidate will have demonstrable experience within a commercial environment of developing and obtaining buy-in to customer service strategies, as well as implementing the strategies and embedding the necessary processes and practices. They will have a strong track record in leading, engaging, influencing and working effectively across all levels of stakeholders, inspiring confidence and building consensus within relationships. They will also have a passion for excellence in the delivery of customer service coupled with a responsive and innovative approach that inspires others, as well as a strong desire to deliver high standards and to promote this quality in others.

Please see the job description for more details and apply ASAP