Senior Building Experience Manager

About Experience By Industrious:

Experience by Industrious is a workplace hospitality brand launched by CBRE — built on the idea that where you work should feel like somewhere worth showing up to. We combine CBRE's real estate scale with Industrious' operating model to run dedicated experience teams across office assets, enterprise headquarters, healthcare facilities, and logistics centers worldwide.

About the Role:

You're the person who makes a building feel alive. Not in a vague way, but in a real, every-single-day way. The tenants who grab coffee know your name. Property management calls you first when something goes sideways. The leasing team wants you on their tours because you make the space feel like somewhere people want to show up.

As a Senior Building Experience Manager, you own the full on-site experience for a large commercial asset. At the center of it is a revenue-generating meeting and event space where you run end-to-end: pipeline, sales, bookings, and on-the-day execution. It carries a real quarterly revenue target, and the rest of the building experience is built around it: community programming, amenity operations, lobby arrivals, building communications, and the team that delivers all of it. You're the single point of accountability for how this building feels to everyone who walks through its doors.

It's a general manager role with a hospitality soul. Part of your day will be coaching your team, part of it troubleshooting with vendors, part of it thinking three months ahead on programming and budgets. The variety isn't a side effect of the job. It is the job. But make no mistake about where the weight sits: selling and running the meeting center is the engine of this role.

The buildings that work best aren't just well-run. They're places tenants talk about, renew in, and bring clients to. That's what you're here to build.

What You’ll Do:

Meeting and events management. This is the core of the role.

• Meet or exceed quarterly sales goals for meeting and event spaces through inbound management and proactive outbound strategy.
• Manage meeting and event leads and bookings from start to finish, including client coordination, event planning, logging, and reporting through Tripleseat.
• Conduct site tours, manage room flips, and check in bookings daily.
• Keep the day-to-day operations of meeting rooms, tenant lounges, and other bookable spaces running smoothly.
• Create reports and monitor trends on a regular cadence.

Tenant experience and general management.

• Build strong bonds with occupiers so their days feel personalized and productive. Become the go-to partner for workplace experience, HR, and office managers in the building.
• Submit financial and engagement reporting on time and to standard, including the annual business plan and quarterly asset and property management recaps.
• Monitor trends on a regular cadence so both internal teams and asset managers can understand the business and adjust when needed.
• Manage tenant experience and amenity budgets.
• Build clear systems and procedures that set the rest of the team up for success when you're not there.
• Consistently find ways to improve processes and operations.
• Assist with new tenant move-ins, onboarding, and in-office services when needed.
• Support marketing teams in keeping collateral and experiences on brand.
• Support leasing teams in showcasing building amenities, including tours and lease gifting programs.
• Deploy tenant sentiment surveys (NPS, CSAT, and others) and create action plans for any detractors.
• Own the tenant onboarding process so new occupants know what's available from day one.

Amenity management.

• Oversee ordering, restocking, receiving, and inventory of amenity supplies, avoiding outages while managing costs efficiently.
• Keep all amenity spaces spotless at all times.
• Document and escalate maintenance and facilities issues through proper channels.

Third-party vendor management.

• Keep all third-party vendors aligned daily on amenity reservations, catering orders, special events, and requests.
• Create a hospitality-focused environment where all parties work seamlessly as one team.
• Lead overall hospitality and service standards across all departments, including any operational issues that affect the customer experience.

Arrival experience.

• Act as a strategic advisor to Property Management on visitor management and lobby arrival.

Community programming and building communications.

• Oversee all aspects of community events including budgeting, vendor management, onsite execution, and reporting.
• Ensure digital and physical communication channels are up to date and functioning.

People management.

• Help direct reports create annual goals that are quantifiable and connected to overall business outcomes.
• Performance manage any direct reports and take action when necessary.
• Build a team culture that's empathetic and supportive.
• Make sure teammates have the tools and resources they need to succeed.

Service culture.

• Identify and execute hospitality processes that support occupiers, guests, and the broader building team.
• Champion Industrious service standards and hospitality principles.
• Create local service campaigns that reinforce great hospitality in action.
• Model and deliver on any new hospitality standards, both internally and across the building team.
• Communicate and resolve issues confidently, empathetically, and professionally with all building stakeholders.