Role Overview:

The role will integrate soft services, front-of-house excellence, amenities, CRM, tenant engagement and feedback-led improvements to create superior service standards and stronger client loyalty.

Experience Strategy & Service Standards:

- Create a portfolio-wide experience blueprint covering the full occupier and visitor journey, from parking, arrival and lobby experience to amenities, service interactions and exit.

- Institutionalise elevated service standards across all office buildings, with clear benchmarks for responsiveness, consistency, hospitality orientation and customer ease.

- Build a luxury-hospitality mindset across front-of-house, soft services and customer-facing teams to deliver superior environment, service quality and experience every day.

Front of the House Operations & Soft Services Excellence:

- Lead the efficient running of assets from an experience lens, ensuring soft services, front-of-house operations, common areas, amenities and client touchpoints are managed to best-in-class standards.

- Partner with Operations, Technical Services, Design, Fit-outs and Projects to ensure each asset is well-run, operationally disciplined and consistently aligned to the desired occupier experience.

- Translate occupier and visitor feedback into targeted improvement plans, with governance around closure, quality assurance and preventive service interventions.

Tenant Engagement, CRM & Loyalty:

- Strengthen tenant engagement through structured CRM, CXO connect, feedback loops, occupier forums and community-led interventions across the portfolio.

- Build customer loyalty by making the experience journey reliable, proactive and differentiated for occupiers, employees, visitors and enterprise clients.

- Use tenant feedback, service analytics and complaint themes to identify service gaps, improve satisfaction and reinforce positive word of mouth.

Amenities, Experience Packaging & Community:

- Package amenities as an integrated part of the customer experience, including wellness, sports, medical support, community events, convenience services and curated benefits.

- Create signature occupier engagement programs that enhance workplace stickiness, tenant reach and portfolio-level brand advocacy.

Brand Differentiation & Competitive Advantage:

- Benchmark against large convention and luxury hotel operating standards, especially in customer experience, front-of-house discipline, service assurance and environment management.

- Track competitive developments and industry practices to ensure Offices remains ahead of peer portfolios in experience quality and occupier engagement.

- Represent the Asset & Client Experience function in leadership reviews, board discussions and client forums with clear insights on customer experience, service improvement and portfolio differentiation.