Workplace Experience

Workplace Experience

Reporting to the TRIL ASSET TEAM and CBRE PM LEAD, the Implementation & Operations Lead or Customer Experience Lead is responsible for overseeing the successful delivery of Host Building Tenant Engagement services and assisting with the rollout of the people and experience services product arms of the Host business. The person will work closely with the TRIL ASSET TEAM and CBRE PM LEAD, along with HOST BUILDING OPERATIONS & TECHNICAL TEAM, to assist with solutioning of Host Building capabilities along with all the implementation & Operations, Deployment & Execution of the Mobile Access, VMS and Tenant Portal for the client in all TRIL SITES in India. This would include running workshops with the Implementation Team during the digital implementation process to ensure the right services and people are allocated to the project.

Candidate will be delivering the App and all the capabilities and services for the clients, and will be accountable for the delivery of the same for all sites. As client demands change, candidate would allocate the resources required to deliver the work. Candidate would be assisting with scaling up the Tenant Experience along with Content & Partnership Lead and will be responsible for ensuring tools and processes are unified across the region and will work closely with the TRIL & CBRE Team to assist in the building of collective resources to support growth in region.

SNAPSHOT OF RESPONSIBILITIES

• Allocate engagement resources via Property Management Team to TRIL Sites
• Support implementations with client strategy workshops
• Support Content & Partnership Lead with CX account management
• Review core engagement plans with Customer Experience Managers
• Establish and review experience partners for the region
• Ensure tools and processes are being utilised and adhered to, including procurement
• Work with Host global teams on new processes and improvements
• Assist in the development and roll out of Host Building App & All training programs for Tenants and Property Mgt Teams and TRIL Leadership
• Collecting and distributing best practice knowledge and case studies for Host Building and CBRE and TRIL leadership
• Ensure digital updates are utilised by All Teams and communicate feedback to Product Team
• Become Escalation point for clients with customer experience services and support Content & Partnership Lead to manage App Hygiene and all capabilities
• Support in the onboarding process for the clients in all the TRIL SITES in INDIA
• Support in getting 50% downloads in the 1st Quarter of Launch
• Dependent upon activation of Mobile Access, VMS and Tenant Portal and Parking in all sites via Host App is mandatory.
• Managing the complete Launch and also Engagement Plan and the marketing + Retail Strategy along with Content & Partnership Lead
• Making sure to manage not just downloads but also Registrations, MAU, Engagement, NPS & CSAT Scores etc
• Creation and execution of the tenant engagement calendar along with Content & Partnership Lead
• Ensure seamless execution of all capabilities across all assets and being compliant with TATA Realtys policies.
• Measure activities, manage leads and opportunities, and generate reports for leadership on program/event/activation success NO. ABSOLUTE EXPERIENCE LEAD DRIVING THIS
• Managing Launch Plan, App Testing, Onboarding of Tenants, and interaction with tenants along with communication of launch.
• Managing Dashboard Training - Teams need be deployed in respective assets to train them.
• Managing Detailed GANTT CHART for delivery of all capabilities and services at all sites
• Managing Access Control & VMS at Ramanujan, Intellion Edge, Intellion Park, IT Square (VMS)
• Managing F&B & Hunger Box at Ramanujan, Intellion Edge, Intellion Park
• Managing all Retail + F&B Offers and engaging with vendors via Content & Partnership Lead to support Vendors and traiings for Tech Discussion
• Managing Parking (Ramanujan), (Edge), (Park)
• Shuttle Service (Square) - OR Scanning System has been configured and has completed Testing Internally