Job Description
Overall responsibility, under the leadership of the EFM lead, to ensure the customer journey experience meets the clients expectations Implement a supplier performance management system to measure and control the suppliers execution and share it on a KPI way. Support the development of the Front of House value proposition by working collaboratively with FOH team, building occupiers and Supply Chain Partners Provide quality analysis of customer feedback (CSAT) on an ongoing basis. Develop effective response plans and implement actions as needed Be able to vision the future requirements, as relating to the customer journey and to turn the vision into a specific project or set of projects which can be communicated to the wider team Ability to lead a programme of work from inception through to completion, has experience of leading teams through the ‘change curve’ and understands the steps which are needed in this journey Works very closely with the Hub Directors across the account to ensure that consistency in operations (where desired) is achieved effectively and efficiently and continuous improvement plans are in place. Proactively manages & oversees the implementation of any new operational processes and procedures which are needed to be deployed within the account Responsible for building/fostering an environment where competency and skills development are continuously improved across the account Support change and transition management by Assuming a Positive Intent, Mutual Success, Focus – Prioritize and a Client Centric Culture
