Global CX/TX Lead

Job ID

189059

Posted

17-Oct-2024

Service line

Advisory Segment

Role type

Full-time

Areas of Interest

Property Management

Location(s)

New York City - New York - United States of America, Remote - US - Remote - US - United States of America

Are you ready to start an exciting career with CBRE?

About The Role:

At CBRE, we are passionate about creating diverse and inclusive experiences that bring together people, place and community in the spaces we manage. To help us in this mission, we are seeking a like-minded place and hospitality professional to join our senior leadership team. Reporting into the Chief Product Officer, this role will be focused on driving Customer and Tenant Experience (CX/TX) across our Property Management business.

What Our Ideal Candidate Looks Like:

• You are an experienced people leader who knows how to find, motivate and develop the best talent

• You are an avid place-maker and community-builder with an interest in delivering amazing experiences

• You are an innovator with a keen sense of how property technology and operations can drive experience

• You know the real estate landscape and how to successfully navigate commercial management within it

What Would Make You Stand Out Even More:

• You have managed cross-functional projects with a focus on organizational transformation and optimization programs

• You have experience working in matrixed client-facing environments and know how to build strong relationships with multiple collaborators

• You have the ability to lead communities through influence

What You'll Do:

• Manage the overall performance against the CX P&L globally, including:

• Direct responsibility for the CX People (Host) product

• Management of the leaders responsible for the Host powered by VTS, CX Audit & Consultancy, CX Content, and Marketplace product P&Ls

• Provide direct line management of product owners within the CX Product suite including performance management and development

• Provide indirect management for senior on-account CX leaders including professional development support, collaboration and continuous improvement

• Collaborate with a variety of internal and external partners to build and measure overall CX product effectiveness, growth and market fit, and continuous improvement

• Manage utilization and relationships with CBRE’s external CX investments including Industrious, New Stand, VTS and Street Sense

• Serve as Property Management’s CX subject matter expert for a variety of internal and external communications, thought leadership, implementation and G2M activities

• Work closely with Local Market Leadership, Product and Property Management Operations to ensure scalable and efficient delivery of CX products

• Support CX Product Leads and Client Solutions with strategic client pursuits for CX products

• Lead global community of CX Product leadership to collaborate on standard processes, case studies, productization and pilots of CX

• Create a culture of knowledge sharing globally as well as cross-regional collaboration with CBRE PM for the continuous improvement of client and customer experience across the business

• Manage strategic internal partners core to the Property Management CX offering, including CBRE Shared Services such as Marketing, Comms, Digital & Technology, and People, as well as develop and maintain business partnerships with Workplace Consulting, Specialty Leasing, Procurement, Research and Brokerage to drive product attachment within the Property Management business

• Source, recruit and develop top talent to complement Property Management’s business goals

• Demonstrate a focused approach to details and administration.

What You'll Need:

To perform this job successfully, an individual will need to perform each crucial duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Bachelor's Degree preferred with 12-15 years of relevant experience. In lieu of a degree, a combination of experience and education will be considered.

• Experience in the areas of staffing, selection, training, development, coaching, mentoring, measuring, appraising, and rewarding performance and retention is preferred.

• Ability to exchange sensitive, complicated, and difficult information, convey performance expectations and handle problems.

• Leadership skills to motivate the team to achieve broad operational targets with impacts on own job field, multiple job subject areas, and department.

• In-depth knowledge of Microsoft Office products. Examples include Word, Excel, Outlook, etc.

• Expert organizational skills with an unrivaled inquisitive approach.

Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.

Why CBRE?

When you join CBRE you will have the support and resources of a global firm where an entrepreneurial mentality is encouraged. You'll realize your potential with exciting work, fast-paced assignments, an environment of constant learning and dedication to results! To enable your success, we provide the best tools, training and leaders in the industry.

Our culture is built on ourRISE (https://www.cbre.com/about-us/culture-and-history) values and reflects the needs and perspectives of our clients and our people. Our work is guided by our North Star: Crafting the real estate solutions of tomorrow, so businesses and people thrive.

Coming to work for CBRE, you will receive a comprehensive benefits package, 401k, and extraordinary perks such as career growth and longevity!

CBRE carefully considers multiple factors to determine compensation, including a candidate’s education, training, and experience. The minimum salary for the Global CX/TX Lead position is $250,000 annually and the maximum salary for the position is $300,000 annually. The compensation that is offered to a successful candidate will depend on the candidate’s skills, qualifications, and experience. Successful candidates will also be eligible for a discretionary bonus based on CBRE’s applicable benefit program.

Equal Employment Opportunity: CBRE is an equal opportunity employer that values diversity. We have a long-standing commitment to providing equal employment opportunity to all qualified applicants regardless of race, color, religion, national origin, sex, sexual orientation, gender identity, pregnancy, age, citizenship, marital status, disability, veteran status, political belief, or any other basis protected by applicable law.

Candidate Accommodations: CBRE values the differences of all current and prospective employees and recognizes how every employee contributes to our company’s success. CBRE provides reasonable accommodations in job application procedures for individuals with disabilities. If you require assistance due to a disability in the application or recruitment process, please submit a request via email at recruitingaccommodations@cbre.com or via telephone at +1 866 225 3099 (U.S.) and +1 866 388 4346 (Canada).

NOTE: Some, but not all, of our positions may have an additional requirement to comply with COVID-19 health and safety protocols, including COVID-19 vaccination proof and/or rigorous testing. If you have questions about the requirement(s) for this position, please inform your Recruiter.

CBRE, Inc. is an Equal Opportunity and Affirmative Action Employer (Women/Minorities/Persons with Disabilities/US Veterans)