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Customer and Community Experience Manager

A people-focused role, the successful candidate will create, curate and engage the thriving communities of residents, occupiers, shoppers and leisure visitors on some of the most exciting mixed use developments and individual assets that we manage and activate. You will ensure that the experience people receive whilst on our managed properties and places is positive, memorable and fulfils their needs and expectations. You are the primary conduit between our property end users, the Navana Group brand and our client’s brand.

Working Hours

Monday – Friday 9:00am-5.30pm plus ad-hoc evening meetings

Responsibilities and Accountabilities

  • Understand and take responsibility for the customer journey and experience touchpoints at our properties and places
  • Continually identify areas to enhance and improve the customer experience strategically, and then work with our cross-functional teams to deliver improvements
  • Become the champion for customer experience across the Navana Group working alongside the owning departmental director to set expectations and standards
  • Design and facilitate customer experience workshops for external and internal audiences
  • Maintain and grow our relationship with the Institute of Customer Service (ICS)
  • Create detailed customer journey maps based on key data, audiences and favoured outcomes
  • Communicate clearly and coherently with our building and estate communities, going over and above to troubleshoot and rectify any service issues that arise
  • Build a community communications toolkit for each asset and assume responsibility for engaging the community effectively
  • Effectively integrate our managed properties and places into the wider community by identifying and liaising with community stakeholders, trusts, interest groups and resident groups
  • Devise and implement insightful customer experience feedback mechanisms, capturing qualitative and quantitative data, then reporting this clearly with actionable recommendations
  • Input into property, estate and client reports as necessary
  • Measure the effectiveness of our customer experience through use of NPS (Net Promoter Score) and other metrics
  • Play an active role in any public consultation projects that Navana are involved in

Core Competencies

  • Educated to degree level
  • Experience configuring and working with eCRM systems such as Salesforce
  • Good working knowledge of Microsoft Outlook, Word, Excel, PowerPoint
  • Proven and demonstrable experience in a customer service / experience management role

Candidate Requirements

  • Able to have difficult conversations, clearly explains initiatives in sufficient detail to gain understanding and the support of internal and external customers and partners behind customer experience
  • Credible across our business lines and has strong understanding of how experience applies to the property sector
  • Must demonstrate an ability to manage issues and complaints in a timely and satisfactory manner
  • Social media and communications advocate with a grasp of how to engage and influence via this channel
  • Experienced in training, coaching and developing others
  • Willing to integrate across service areas collaboratively to deliver and measure cross functional customer experience projects
  • Assertive enough to embed an experience mindset across our team

Our Group Vision

We seek to create and manage places and properties that make a sustainable and positive difference to people communities and the planet.

Our Group First Principles

  • We’re Human – We are all human. That’s why we always act with respect, honesty, integrity and empathy
  • We’re inquisitive and insightful – We always ask ‘Why’ as we like to fully understand the issues before we act. We’re hungry for knowledge and are instinctively insightful, we can provide an informed point of view at all times
  • We’re connected communicators – We’re always connected. Whether that’s connected through our relationships, having our fingers on the pulse when it comes to trends or our smart use of technology, being connected keeps us one step ahead
  • We’re brave and bold – We’re never afraid to make decisions. We are empowered to challenge the status quo and are constantly committed to find and deliver new ways of doing things. We hire potential, not politicians
  • We’re data-driven – We take data seriously. Data, in all its forms, provides the basis for us to be an effective and efficient business

To apply, please send your CV and a short covering letter referencing the role you wish to be considered for to us by clicking the below.

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