Overview
Space House is a landmark, hospitality-led workplace in the heart of Covent Garden. Renowned for its award-winning architecture, sustainability leadership and progressive approach to the future of work, Space House is designed to earn the commute of our customers and visitors.
Space House Pillars: Architecture & Design, Environment, Future of Work
Space House Values: Thoughtful Excellence, Radical Care, Future First Thinking, Unique People : United Standards
Reporting to the Client Services Director, the Experience & Community Manager at Space House is responsible for ensuring every interaction with the property and the brand is seamless, positive, and aligned with the Space House values. The ECM will oversee all aspects of the experience, working closely with internal teams to guide exceptional service, digitally and in-person and enhance overall customer, client and visitor satisfaction. This is a full time on-site role.
Key Responsibilities
- Deliver the Space House Experience encompassing all Front of House areas including Reception, Clubhouse, Public Areas, Cycle Center, Community events, Programming, Partnerships & customer engagement
- Develop and implement a variety of experience strategies & training that align with Space House's brand and business objectives
- Act as the primary point of contact for key stakeholders and customers, as well as high-profile guests, customers, and partners, ensuring personalized and seamless experiences
- Lead and refine all guest experience communications and processes, integrating technology and best practices to enhance efficiency across physical and digital customer journey touchpoints
- Curate and oversee Space House's concierge-style services, ensuring a sense of luxury, innovation, and seamless fluidity across all customer & visitor touchpoints
- Coach and inspire a high-performing team, fostering a culture of excellence
- Define and uphold service standards, ensuring a consistently exceptional experience for all visitors, clients, and stakeholders
- P&L budget responsibility across all Front-of House and Events as well as case-by-case CAPEX projects
- Lead proactive issue resolution, ensuring swift and effective handling of customer concerns to maintain reputation and satisfaction
- Champion feedback & data capture and implement improvements based on feedback
- Identify emerging trends, leverage technology, and implement new initiatives to enhance the guest experience
- Oversight of external events (circa 10% of role), ensuring quality and brand alignment & managing agencies and their staff for delivery of those events
- Curate exceptional "What's On" programming that pushes the boundaries of innovation, ensuring seamless execution and a unique, high-quality experience
- Manage and curate the customer app, creating a dynamic and personalized hub that engages the community and fosters connections at Space House
Skills, Knowledge and Experience
- Strong hospitality mindset with a passion for delivering memorable experiences and setting new service standards
- Excellent relationship builder, able to engage customers, partners and internal teams
- Capable of navigating complex, fast-paced environments with ease while making proactive decisions to ensure seamless event execution
- Able to anticipate challenges, implement innovative solutions, and drive continuous improvement
- Highly organised with exceptional attention to detail and the ability to manage multiple priorities calmly
Key Experience & Qualifications
- Proven leadership experience in luxury hospitality, or comparable service-led environments
- Extensive customer service, support and success experience
- Exceptional problem-solving abilities with a proactive and solutions-focused approach to enhancing guest satisfaction and resolving issues swiftly
- Strong stakeholder management, with the ability to engage senior leaders and high-profile customers
- Experience implementing new technology within an organisation
Working Hours - Monday - Friday - 50 hours
Salary - £55,000
Please see our Benefits Booklet for more information.