Client Services Director - White City Place, London

Purpose of the Role

A high calibre employee with overall responsibility for the buildings and the operational team at White City Place, together with neighbouring enterprises. The individual will be an inspirational leader with the ability to motivate others. Robustness and resilience must be complemented by diplomatic skills enabling constructive relationships with Stakeholders, commercial and residential occupiers, customers, visitors, third party contractors and the wider community. The employee will be highly commercial, attuned to the client’s business strategy and understand how to manage and motivate two different site based teams.

Key Responsibilities

The following is a list of the primary duties and responsibilities. Please remember that you are part of a larger team at White City Place (WCP) and that the list below is not exhaustive and should therefore be willing to help and assist all our colleagues in other teams within the business at any time.

• Commercially aware, customer driven and innovative with the ability to make WCP a best in class destination.
• A strong leader with the ability both to inspire and lead by example.
• An excellent communicator and confident decision maker.
• A track record of developing and leading large organisations that deliver excellent commercial plans and successful results.
• Experience of a customer focused service provision as well as sound experience of branding and marketing
• Lead the customer experience team ensuring all personal are working to the same standards.
• Ability to think outside the box.
• Able to enhance the customer journey and consider stakeholder experiences when visiting the assets.
• An innovative thinker with an open minded approach to challenges and maximising opportunities.
• A skilful team player with previous experience working across all levels.
• Creative, highly self-motivated and strategic with drive, energy and passion to delivery excellence at both properties
• Adaptable and innovative seeking opportunities to trial and implement technology and systems beneficial to the operation of the assets.
• Embrace technology and look for new ways to operate digitally to enhance sustainable practices but also new efficiencies for both site based staffed and stakeholders for the scheme.

Skills, Knowledge and Experience

The individual should be able to create and consider the 3 year strategy for the assets taking into account the client’s needs and agendas.

They will be required to work closely with ESG managers to review current performance and target reduction of waste and consumption, striving to meet the clients net zero targets. Drive the teams to reflect the best environmental practices in respect of energy usage, recycling, bio diversity in order that both developments will be market leaders in the field. Ensure that accurate energy and waste reporting is undertaken, put in place ongoing initiatives to reduce energy usage and ensure recycling levels are optimized creating revenue and reduction of waste to incineration.

Ensure that all buildings and public realm are managed in a customer focused way and exceeds occupier and customer expectations that attract and retain occupiers and business which in turn enhance the assets.

Review and provide for the appropriate staff structure and level of resource within each of the buildings and their respective management teams. Develop a proactive and responsive team within a strong business ethic. Take responsibility for key appointments, staff development, training and motivation.

Work with Savills and Stanhope Asset Management to deliver the Operating Budget, Estate and individual building Service Charges and assist in maximizing Income and commercialisation revenue. Oversea and ensure capex projects remain on budget and deliver service charge expenditure within the agreed budgets.

Focus and oversee the development of the brand identity / tone of voice, ensuring a unified consistent message in all communication.

Undertake strategic reviews to identify customer and operational services that keep both developments refreshed and innovative.

Influence and oversee the implementation of the consumer marketing strategy.

Monitor closely all turnover leases, working closely with retailers to drive sales to optimise / exceed agreed budgets.

Develop regular tenant and occupier liaison.

Ensure regular occupier and customer feedback surveys are conducted. Set performance monitoring within the teams and across all service partners.

Work closely with the Stanhope development team and Savills Management set up team to ensure the management considerations for future developments are incorporated for successful implementation to property management.

Assess results, set improvement targets and continue to review and build upon success.

Establish successful relationships with Hammersmith and Fulham Council, Imperial College and all other stakeholders in the wider community and proactively promote the interests of White City Place in the community to exploit opportunity and mitigate threats.

Ensure that resources, support and advice required to deliver consistently excellent service are available at all times.

Working Hours - 09:00-17:30

Salary - £90,000

Please see our Benefits Booklet for more information.