Workplace Experience Manager

The role

The Workplace Experience Manager is responsible for directing customer service strategy and overseeing operational excellence to ensure a superior client experience across all areas. This position fosters a culture of customer-centricity, leads continuous service enhancements, manages a diverse team with professionalism, and collaborates effectively with business stakeholders. Additionally, the Workplace Experience Manager ensures that hospitality and front of house services consistently meet exceptional standards, enhancing the overall client journey.

Key responsibilities

• Oversee both internal and external client services strategically to meet organisational goals, including:
  • Catering services including staff dining, client hospitality and client fine dining
  • Front of house operations
  • Booking desk and meeting room coordination for optimal resource use and collaboration
  • Health Club management
  • Working floor standards
• Collaborate with suppliers to uphold and improve contractual performance as per firm standards.
• Ensure service standards are clearly communicated and maintained across the London office, updating practices as needed.
• Facilitate consistent quality by communicating with all client-facing staff and contractors, especially across Reception, catering, security, and cleaning.
• Act as Subject Matter Expert for the 2AS programme in Property Operations.
• Develop and implement a robust customer feedback programme and report back on service improvements
• Implement a continuous service improvement mindset across the teams
• Foster a strong client service and guest experience culture among team members.
• Ensure outsourced suppliers implement best practices and continuously improve service delivery.
• Exceed client expectations by developing supplier contracts and coaching for a client-focused environment.
• Manage departmental budgets within office guidelines.
• Assess technology opportunities to enhance services and integrate with firm systems.
• Maintain reception, meeting rooms, and event spaces per expectations and budget.
• Contribute to additional service improvement projects as needed.
• Oversee biophilia initiatives and plant contracts.
• Liaise with 10UBS tenants to coordinate their requirements.
• Serve as primary contact for Music and Arts committees and activities.

Your experience

Skills:

• Leadership and performance management of people and services including those in senior roles delivering technical services
• Enhanced communication skills; credible when advising senior staff and ability to liaise and influence across the firm at all levels in all locations
• Strong analytical skills combined with the ability to handle and interpret data
• Minimum of five years of demonstrated track record of 5 star service delivery.
• The ability to collaborate with colleagues at all levels, in all areas of the firm.
• A sharp and analytical mind; quick powers of comprehension and the ability to articulate ideas and arguments clearly.
• Good interpersonal skills with the ability to work with colleagues at all levels in the organisation.
• An innovative approach and proven ability to identify and arguments clearly.
• A sound understanding of contract management, particularly outsourcing contracts such as catering, Health and wellbeing, Receptions etc. and the financial models used within these contracts.
• A good grasp of technology and proven ability to identify and drive new ideas.
• A proactive and positive style.
• A consultative approach, with good conflict resolution skills.

Experience:

• Managing significant budgets and day to day finance approvals
• Policy and compliance regimes
• Client and front of house service management in complex corporate environments
• Managing change and service development initiatives
• Selection of and working with a full range of strategic suppliers
• Working under pressure
• Managing and working with contract catering suppliers and consultants.

Knowledge:

• Business unit planning including headcount, costs, training and processes
• Thorough awareness of continuous improvement techniques and ability to identify opportunities and optimise services
• Good working knowledge of statutory requirements
• Budgets and financial management / reporting
• Creating management information
• FM outsourcing contracts and models

Who we are

We are one of the largest international law firms in the world. With over 30 offices across the globe, we strive to exceed the expectations of our clients, providing them with the highest-quality advice and legal insight, which combines the firm’s global standards with in-depth local expertise.

Our firm, work and people span jurisdictions, cultures, and languages. We offer our clients a truly international perspective. We believe every career should be rewarding and stimulating - full of opportunities to learn, thrive, and grow. That’s why we’re so proud of our inclusive, friendly, and team-based approach to work.

Our one firm global strategy is focused on targeted growth led by the needs of our core clients, those who we can best support with the breadth and depth of Clifford Chance expertise, across the sectors and geographies, which matter most to them.

You’ll find our clients in commercial and industrial sectors, the financial investor community, governments, regulators, trade bodies, and not-for-profit organisations. But no matter who they are or why they’ve reached out to us, we provide a world-class service every step of the way. And that’s possible thanks to the entrepreneurial spirit and conscientious approach to work that you’ll find across all of our teams.

Whichever area of the business you join, you’ll become an integral part an innovative, diverse and ambitious team of people. Clifford Chance is a place where the brightest minds and the best of colleagues meet.

Hybrid working

This role follows our 'balanced' hybrid working approach and as long as business needs allow, you will be supported to work in a hybrid way with the expectation of working from the office for a minimum of 50% of your time.

What we offer including our broad range of benefits and working environment

When you join Clifford Chance, you will have access to a broad range of benefits to support you across many aspects of your personal and professional life including financial, wellbeing, lifestyle, and family friendly benefits. For more information on what we offer specifically in the UK, please visit our What We Offer page on our career site. 

Equal opportunities

At Clifford Chance, we understand that our true asset is our people. Inclusion is good for our team and their families, our firm and society.

We are committed to treating all employees and applicants fairly and equally regardless of their gender, gender identity and expression, marital or civil partnership status, race, colour, national or ethnic origin, social or economic background, disability, religious belief, sexual orientation, or age.  This applies to recruitment and selection, terms and conditions of employment including pay, promotion, training, transfer and every other aspect of employment.

We have a variety of flourishing employee networks. These networks are a place for colleagues to share experiences and advocate for change wherever they see an opportunity for improvement.

Our goal is to deliver an equality of opportunity, an equality of aspiration and an equality of experience to everyone who works in our firm. 

Find out more about our inclusive culture here.

#LI-Hybrid