Assistant Customer Experience (CX) Manager

Assistant Customer Experience (CX) Manager

The Assistant Customer Experience (CX) Manager supports the development, implementation, and continuous improvement of customer experience standards across assigned office buildings. The role helps ensure consistent service quality, tenant satisfaction, and positive visitor experiences by working closely with Building Management and Leasing teams.

This role is both strategic and hands-on - combining data analysis, site audits, tenant engagement, and service improvement initiatives.

1. Customer Experience Operations

• Support the implementation of CX standards and service guidelines across all buildings.
• Conduct regular site audits (lobby, elevators, restrooms, parking, common areas, signage, etc.).
• Identify service gaps and coordinate corrective actions with Building Managers and vendors.
• Help standardize customer touchpoints and service procedures.

1. Tenant & Visitor Engagement

• Assist in managing tenant feedback, concerns, and service recovery efforts.
• Support tenant communications related to service improvements and CX initiatives.
• Participate in tenant meetings when required to gather insights and explain improvements.
• Conceptualize and, in coordination with other departments, execute programs that increase client engagement across Robinsons Offices portfolio (such as networking programs, social events with clients, etc.).

1. CX Measurement & Reporting

• Support administration of NPS / tenant satisfaction surveys and feedback channels.
• Analyze customer feedback and prepare basic reports, dashboards, and insights.
• Track recurring issues and improvement progress by building and by service area.
• Assist in preparing weekly/monthly CX updates for management.

1. Process Improvement & Projects

• Support CX projects such as signage standardization, service design, and journey mapping.
• Help document SOPs, service playbooks, and CX standards.
• Coordinate pilot initiatives and improvement programs across properties.

1. Training & Service Culture

• Assist in organizing CX-related training for frontliners, security, and housekeeping teams.
• Reinforce service behaviors and brand experience standards on-site.
• Support internal communication on CX best practices.

• Bachelor’s degree in Business, Hospitality, Marketing, Communications, or related field.
• 2–4 years of experience in customer experience, customer service, property management, hospitality, or operations.
• Experience working in commercial real estate, hotels, malls, or service-intensive environments is an advantage.

• Strong customer-centric mindset
• Good communication and interpersonal skills
• Analytical skills (comfortable working with surveys, feedback, and basic reporting)
• Organized and detail-oriented
• Able to work cross-functionally with operations teams
• Comfortable doing site work and field audits
• Basic proficiency in MS Excel, PowerPoint, and reporting tools
• Problem-solving and continuous improvement mindset