Job Description

Overview

When you join Hines, you will embark on a career journey fueled by vision and guided by leaders who set the standards of our industry. Our legacy is rooted in innovation and excellence, earning us a spot on Fast Company’s esteemed annual list of the World’s Most Innovative Companies, as well as recognition as one of U.S. News & World Report’s Best Companies to Work For in 2024. Discover endless opportunities to grow and make your mark at Hines.

Responsibilities

As a Client Experience Manager with Hines, you will help lead and project manage efforts of upholding and maintaining a client centric, hospitality focused culture. You will partner with key internal teams, including property and facility management, and stakeholders to institute trainings, events, programs, partnerships and best practices that elevate all aspects of the client experience globally. Responsibilities include, but are not limited to:

Tenant Engagement & Events:

Develop, implement, and oversee tenant engagement strategies to create a vibrant community at South Station Tower.
Plan and execute a wide range of tenant events including networking opportunities, wellness programs, social events, and professional development activities.
Build relationships with tenant companies, acting as a liaison to address feedback, suggest improvements, and ensure a top-tier tenant experience.
Promote tenant events and engagement initiatives, using social media, email campaigns, and in-building marketing.
Develop, implement, and oversee digital client experience powered by Here by Hines tenant building app

Amenity Management:

Create a professional, hospitality forward environment for tenants and prospects of South Station Tower via the execution of the Hines Experience Standards
Oversee the management and operations of all building amenities, including but not limited to conference rooms, lounges, lobbies, and shared workspaces.
Ensure amenity spaces are clean, safe, and consistently available for tenant use, adhering to the highest standards of service.
Develop and implement standard operating procedures (SOPs) for managing amenity spaces.
Work closely with property management teams to address maintenance and improvement needs, ensuring a seamless tenant experience.
Work closely with event vendors to execute 3rd party events.

Community Management:

Create and foster a sense of community within the office building by building strong relationships with tenant companies and employees.
Act as a key point of contact for tenants, ensuring their needs and expectations are met or exceeded.
Monitor and assess the success of community programs and events, providing recommendations for continuous improvement.
Maintain awareness of industry trends and incorporate best practices into the overall tenant engagement strategy.

Vendor & Budget Management:

Manage relationships with third-party service providers, ensuring high-quality service delivery and cost-effectiveness.
Oversee the procurement of vendors for amenities-related services, including food and beverage, cleaning, and wellness programs.
Develop and manage budgets for tenant engagement programs and amenities, ensuring alignment with overall company financial goals.

Qualifications

Minimum Requirements include:

Bachelor’s degree in business or related field or equivalent work experience in lieu of degree.
Four or more years’ experience in events, hospitality, customer service or business operations as a community/property manager or leadership role in related industry.
Ability to complete duties in a timely manner while continually assessing priorities.
Strong interpersonal and organizational skills.
Ability to connect with others and a passion for customer service.
Proficiency in Microsoft Office and Salesforce.
Established sales and marketing track record.
Strong customer service orientation.
Excellent verbal and written communication skills.
Ability to lift up to 25lbs.
Though occurrences are rare, be accessible 24 hours a day in case of an emergency and perform on-site operations management during natural disasters.
Transfer properties and work overtime as business needs deem appropriate.

Closing

Hines is a global real estate investment, development and property manager. The firm was founded by Gerald D. Hines in 1957 and now operates in 28 countries. We manage a $92.3B¹ portfolio of high-performing assets across residential, logistics, retail, office and mixed-use strategies. Our local teams serve 634 properties totaling over 225 million square feet globally. We are committed to a net zero carbon target by 2040 without buying offsets. To learn more about Hines, visit www.hines.com and follow @Hines on social media. ¹Includes both the global Hines organization as well as RIA AUM as of June 30, 2022.

Visit www.hines.com for more information.

We are an equal opportunity employer and support workforce diversity.

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PI253558978

Facilities Management

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