Job Title

Experience Manager:

Job Description Summary

The Experience Manager serves as the primary escalation point for service teams and is responsible for ensuring exceptional experiences for both employees and guests. The role partners closely with Facilities, Janitorial, Design, Space Planning, Strategy, and Communications teams to develop, enhance, and deliver programs that align with client needs and elevate the overall service experience.

Job Description

About the Role:

• Serve as the primary escalation point for workplace service teams, resolving employee and guest concerns promptly and effectively.
• Partner with Facilities, Janitorial, Design, Space Planning, Strategy, and Communications teams to implement programs that elevate the overall workplace experience.
• Gather and analyze Voice of the Customer insights to guide service improvements and align experience initiatives with client expectations.
• Lead hospitality training and drive “white‑glove” service standards, ensuring teams deliver high‑touch, professional support to employees and executives.
• Oversee workplace readiness by inspecting spaces, identifying issues proactively, and ensuring all areas meet client guidelines and service standards

About You:

• Minimum of 5 years’ experience in hospitality, real estate services, customer experience, consulting, or related people‑centric fields.
• Bachelor’s degree required, with strong communication and interpersonal skills essential for stakeholder interaction.
• Proficiency in Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook.
• Demonstrated ability to handle escalations, lead service teams, and uphold high service‑delivery standards.
• Strong problem‑solving skills with the ability to analyze feedback, identify improvements, and enhance overall workplace experience.

Why join Cushman & Wakefield?

As one of the leading global real estate services firms transforming the way people work, shop and live working at Cushman & Wakefield means you will benefit from;

• Being part of a growing global company;
• Career development and a promote from within culture;
• An organisation committed to Diversity and Inclusion

We're committed to providing work-life balance for our people in an inclusive, rewarding environment.

We achieve this by providing a flexible and agile work environment by focusing on technology and autonomy to help our people achieve their career ambitions. We focus on career progression and foster a promotion from within culture, leveraging global opportunities to ensure we retain our top talent. We encourage continuous learning and development opportunities to develop personal, professional and technical capabilities, and we reward with a comprehensive employee benefits program.

We have a vision of the future, where people simply belong.

That's why we support and celebrate inclusive causes, not just on days of recognition throughout the year, but every day. We embrace diversity across race, colour, religion, sex, national origin, sexual orientation, gender identity or persons with disabilities or protected veteran status.

We ensure DEI is part of our DNA as a global community - it means we go way beyond than just talking about it - we live it. If you want to live it too, join us.

INCO: “Cushman & Wakefield”