Portfolio Experience Director

About the Role

Great workplace experiences don't happen by accident. As the CBRE Portfolio Experience Director for one of our key client accounts, you will lead the hospitality and experience strategy across an entire real estate portfolio, setting the standard for what exceptional looks like and making sure it holds. This is a senior leadership role for someone who brings equal parts operational discipline and genuine hospitality instinct, who can translate client vision into a defined programming approach, build trusted client relationships and lead a high-performing team that delivers something people feel every time they walk in the door.

What You'll Do

Tenant Programming and Amenity Strategy

• Translate client goals and overarching strategy into a defined programming approach and execution plan across the portfolio. This includes events, tenant engagement, leasing support and all touchpoints that shape how tenants experience the buildings.
• Design and deliver a portfolio-wide programming calendar that reflects the client's brand, drives tenant engagement and supports leasing objectives.
• Prepare, present and propose amenity monetization strategies, including revenue models, pricing approaches and partnership opportunities.
• Develop and evolve the approach to amenity and lobby experience across the portfolio, ensuring spaces are activated purposefully and reviewed regularly.
• Partner with client leadership and leasing teams to ensure the experience program actively supports occupancy and retention goals.

Operations and Standards

• Own the day-to-day operational performance of hospitality and experience services across the portfolio, holding every location to a consistent, high standard.
• Develop and customize experience standards in partnership with client leadership, and maintain Playbooks, processes and SOPs governing the account.
• Oversee the Place Audit process to benchmark performance and drive continuous improvement across locations.
• Manage vendor and supplier relationships in partnership with procurement, with a focus on service quality and cost efficiency.
• Review and audit the Service Business Continuity plan and maintain safety standards at all times.

Performance, Reporting and Financial Management

• Own experience KPIs for the client portfolio and the reporting that keeps leadership informed and decisions data-driven.
• Define experience KPIs, build the reporting cadence and present results and recommendations to client leadership.
• Deliver reporting as outlined in account service level agreements and monitor service delivery metrics.
• Manage the portfolio experience budget, establish savings goals and create action plans to strengthen financial performance.

Team Leadership and Talent

• Lead a multi-site experience team and build the culture and capability that makes consistent delivery possible.
• Provide formal leadership across the on-site experience team: hiring, scheduling, cross-training, performance management and coaching.
• Develop a strong experience community across the account to share best practices, support operations and grow talent.
• Contribute to staffing plans and ensure team structure keeps pace with client expectations.

Client Partnership and Strategic Thought Leadership

• Serve as a trusted advisor and thought partner to client leadership on all matters related to tenant experience.
• Build and maintain strong relationships with client leadership and key client counterparts, bringing a clear point of view on experience strategy.
• Stay ahead of industry developments and bring forward innovations and best practices that keep the portfolio competitive.
• Engage CBRE's centers of excellence and subject matter experts to support improvement and transformation efforts.
• Lead and support the deployment of change management and optimization initiatives across the account.

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