Job Title

Customer Experience Manager:

Job Description Summary

The Customer New Experience Manager is responsible for designing and implementing innovative customer engagement strategies to enhance residents’ experience with Town Council services. This role focuses on improving service delivery, driving digital transformation, and ensuring a seamless and positive interaction for all stakeholders.

Job Description

About the job:

• Develop and execute initiatives to improve customer experience across all touchpoints (digital, in-person, and call center).
• Lead projects to enhance service standards, streamline processes, and introduce new technologies for better engagement.
• Monitor and analyze customer feedback, identify pain points, and implement solutions to improve satisfaction.
• Collaborate with internal teams and external vendors to deliver customer-centric programs and campaigns.
• Oversee training for frontline staff to ensure consistent and high-quality service delivery.
• Prepare reports and dashboards on customer experience metrics and recommend improvements.
• Drive community engagement activities and ensure alignment with Town Council’s vision and service charter.

About you:

• Bachelor’s degree in Business, Communications, Customer Experience, or related field.
• Minimum 3–5 years of experience in customer experience management, service quality, or related roles.
• Strong project management and stakeholder engagement skills.
• Excellent communication and problem-solving abilities.
• Familiarity with digital platforms and customer service technologies is an advantage.

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, gender, 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”