Senior Manager – Client Experience

When you join Hines, you will work alongside innovative leaders who set the standards responsible for our reputation as an industry leader today, and you’ll be a part of shaping our future in the years to come.

Responsibilities

As a Senior Manager
– Client Experience with Hines, you will help lead and project manage efforts of upholding and maintaining a client centric, hospitality focused culture.

You will partner with key internal teams and stakeholders to institute trainings and best practices that elevate all aspects of the client experience globally.

Responsibilities include, but are not limited to: 

• Project manage a variety of initiatives to help develop a service culture strategy which includes a comprehensive, first-class hospitality training program that utilizes a blended approach.
• Develop strong relationships across the firm in order to drive tenant-centric problem solving and solution implementation.
• Enhance our property management offering by elevating the client experience and fostering a more hospitality-focused culture in our PM organization.

  This includes the oversight of deliverables associated with the Hines Experience Academy.

• Partner with Learning and Development team on design and delivery of training programs.
• Partner with HR to integrate these hospitality pillars into our broader guiding principles
• Develop and implement firm-wide hospitality standards and tools which encourage an ongoing focus on improving the client experience.
• Organize and facilitate both virtual and face-to-face training sessions as well as design e-learning and job aids.
• Provide on-site consulting for property, facility and community managers and support them as they take actions to improve the client experience.
• Define, track and improve key performance indicators (KPI’s) to improve client satisfaction and retention, inclusive of understanding and building key Salesforce reports dashboards needed by the firm.
• Design feedback surveys to help determine programming impact or areas for improvement.
• Liaise with Corporate Marketing & Communications, HR Learning & Development and other key stakeholders to ensure hospitality targets are being met.
• Stay abreast of external trends with the goal of continuously innovating and improving the experience for our clients.

Qualifications

Minimum Requirements include:

• Bachelor’s degree from an accredited institution.
• Eight or more years of experience working in top-in-class client service training organization.
• Experience in hotel, F&B or luxury retail industry preferred.
• Passion for delivering first-class service and a desire to exceed customer expectations.
• Strong project management skills, and ability to influence key stakeholders
• Excellent interpersonal and communication skills, including sound listening ability and inspirational, dynamic facilitation style; must have the ability to engage an audience and encourage interaction.
• Strategic mindset with the ability to execute flawlessly.
• Ability to manage multiple projects simultaneously and carry them through completion.
• Advanced knowledge in Word, Excel, and PowerPoint.
• Experience in instructional design and development of hospitality training materials for various training delivery options including instructor-led, e-learning, and self-study.
• Must be self-motivated and have a passion for the hospitality industry.
• Unwavering commitment to integrity, the firm’s Guiding Principles and our Leadership Principles.

Closing

Hines is a privately owned global real estate investment firm founded in 1957 with a presence in 240 cities in 27 countries.

Hines oversees a portfolio of assets under management valued at approximately $160.9 billion¹, including $81.7 billion in assets under management for which Hines serves as investment manager, and $79.2 billion representing more than 172.9 million square feet of assets for which Hines provides third-party property level services.

Historically, Hines has developed, redeveloped or acquired approximately 1,450 properties, totaling over 485 million square feet.

The firm has more than 180 developments currently underway around the world.

With extensive experience in investments across the risk spectrum and all property types, and a pioneering commitment to ESG, Hines is one of the largest and most-respected real estate organizations in the world.

We are an equal opportunity employer and support workforce diversity.

No calls or emails from third parties at this time please.