A Workplace Experience Manager is a professional who plays a crucial role in ensuring that employees have a positive and productive work environment. They are responsible for overseeing various aspects of the workplace, including facility management, employee engagement, and creating a positive culture. In this blog post, we describe the primary responsibilities and the most in-demand hard and soft skills for Workplace Experience Managers.

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Main Responsibilities of a Workplace Experience Manager

The following list describes the typical responsibilities of a Workplace Experience Manager:

Accomplish

Accomplish key performance indicators as identified by client.

Achieve

Achieve financial results.

Act as

Act as a liaison between employees and external stakeholders, such as property managers.

Analyze

Analyze data and metrics to measure the effectiveness of workplace initiatives.

Articulate

Articulate program goals and vision through storytelling, supporting data, and business cases.

Attend

Attend and present projects / products at various Stakeholder sessions.

Build

• Build case studies to showcase RIO and impact.

• Build strong relationships with our team.

Capture

Capture customer feedback to inform program success and direction.

Change

Change Management / Client Relationship Management / Marketing & Communications.

Collaborate with

• Collaborate with cross-functional teams to align workplace initiatives with business goals.

• Collaborate with HR teams to develop and implement employee wellness programs.

Conduct

• Conduct formal and informal relationship meetings with key contacts.

• Conduct regular workplace assessments to identify areas for improvement.

• Conduct regular workplace audits to identify compliance gaps.

• Conduct research and benchmarking to identify innovative workplace solutions.

Contribute to

• Contribute to growth of the company; and Enhance own professional and personal skills.

• Contribute to the Growth of the Company.

Coordinate

• Coordinate office moves, renovations, and expansions.

• Coordinate workplace security measures, including access control and emergency response plans.

Create

• Create and sustain start-up culture with the team.

• Create, implement and operationalise regional Human Experience Strategy.

• Create memorable experiences to delight our team, build community, and have fun!.

Define

• Define the operational scope and develop tender documents for Annual Maintenance Contracts.

• Define the technical, commercial terms and conditions.

Design

Design and implement guidelines and best practices for building operators and vendors.

Develop

• Develop an active and visible Workplace Experience Team.

• Develop and deliver training programs to promote a positive workplace culture.

• Develop and implement the annual management plan.

• Develop and implement workplace policies and procedures.

• Develop and implement workplace strategies to enhance employee experience.

• Develop and test paper / clickable prototypes UI / UX (lean loop).

• Develop building initiatives designed to create connections between occupants.

• Develop country budgets and forecast according to internal financial processes.

• Develop existing and bring in new talent and capabilities into the Workplace Experience Team.

• Develop, refine and implement Service Blueprints.

Diagnose

Diagnose, solve and report out progress of situations in a preventive, permanent and timely manner.

Direct

Direct report in consistent conversations regarding progress.

Draft

Draft and distribute regional communications.

Drive

• Drive Client specific initiatives such technology roll-outs, benchmarking, best practices etc..

• Drive the annual plan to deliver high quality results which exceed the client's expectations.

Ensure

• Ensure accessibility and inclusivity in the workplace for employees with disabilities.

• Ensure accuracy, timely submission and tracking of Budget and PO's and Invoices.

• Ensure administration of contract documents and COIs.

• Ensure all safety, environmental, and standards are strictly adhered to within managed facilities.

• Ensure budget execution compliance and accuracy against planning process.

• Ensure compliance with all applicable law & regulations, including privacy or security incidents.

• Ensure compliance with Client and company policies and minimum audit standards.

• Ensure compliance with planning, execution and payment processes.

• Ensure data integrity of all systems across the Region and perform audits from time to time.

• Ensure effective communication channels between employees and management.

• Ensure execution of action plan to achieve those goals.

• Ensure highest scores for Key Performance Indicators.

• Ensure information is accurately reported within systems.

• Ensure positive Client Satisfaction survey results.

• Ensure prompt and efficient follow up on any issues / requests.

• Ensure that the workplace complies with health and safety regulations.

• Ensure the delivery of all operational requirements as per the client scope of works across cluster.

• Ensure there is a highly proactive, responsive, dynamic and agile team.

• Ensure timely submission, input and analysis HX data.

• Ensure to instil a culture of engagement and empathy in the team.

Evaluate

Evaluate the team deployed by Vendors on site to ensure correct level and scale of resources.

Execute

Execute staff succession and growth plans.

Foster

• Foster accountability, innovation and a growth mindset.

• Foster a culture of continuous improvement and encourage feedback from employees.

• Foster a positive workplace culture by organizing employee engagement activities.

Generate

Generate a high-performance team in a positive environment.

Handle

Handle employee complaints and resolve conflicts related to the workplace.

Help

Help to develop and provide visibility of opportunities in processes and programs for improvements.

Implement

• Implement action plans to revert low scores.

• Implement and manage workplace technology solutions, such as space management systems.

• Implement sustainability initiatives to reduce the organization's environmental impact.

Improve

Improve safety performance by changing level of awareness and changing behaviors.

Lead

• Lead and operationalise execution of agile and Design Thinking / Human centred design methodology.

• Lead change management initiatives related to the workplace.

• Lead and manage the delivery of service applicable to your direct team.

• Lead the management team in the delivery of facility management services.

Maintain

Maintain a "can do” mentality with the ability to take charge with minimal information.

Manage

• Manage relationships with service providers and negotiate contracts.

• Manage the day-to-day operations of the workplace, including space planning and utilization.

• Manage the implementation of new and the maintenance of existing contracts.

• Manage the workplace support team and provide leadership and direction.

• Manage vendor performance of those contracts.

• Manage workplace budgets and ensure cost-effectiveness.

Measure

Measure and manage client feedback, written and verbal throughout the year.

Monitor

Monitor and improve the efficiency of workplace processes and workflows.

Motivate

Motivate, develop and challenge team members to maximize their own, and teams' potential.

Organise

Organise and execute Human Experience Events.

Oversee

• Oversee facilities management, including maintenance, repairs, and vendor management.

• Oversee the appropriate monthly / quarterly / annual reporting for the Client.

• Oversee the delivery and performance of site services.

Perform

Perform quarterly seat audits in support of Occupancy Planning.

Plan

• Plan, execute and synthesize experiments using HCD.

• Plan, film and edit videos / communications materials.

Provide

• Provide analysis and share information with leadership and cross functional teams.

• Provide guidance on ergonomics and workplace design to improve employee well-being.

• Provide support and guidance to employees regarding workplace-related matters.

• Provide the lead role to monitor customer satisfaction and improve upon it.

• Provide "White Glove” service to Executives and key Stakeholders.

Report

Report out progress in an executive manner and in alignment with internal branding.

Review

Review and improve employee experience journeys and touchpoints.

Showcase

Showcase exceptional emotional intelligence and empathy.

Stay updated on

Stay updated on industry trends and best practices in workplace management.

Support

Support reporting functions in compliance with Client requirement.

Work with

• Work to ensure contracts and associated operating budgets are defined, established and in compliance.

• Work well with diverse teams from various countries / cultures.

• Work with Concierge and Events teams to ensure consistent delivery across all services.

• Work with the respective country leads and site teams to address specific operational issues.

Most In-demand Hard Skills

The following list describes the most required technical skills of a Workplace Experience Manager:

1. Facility management software proficiency (e.g., CAFM, IWMS).

2. Project management skills for coordinating workplace initiatives.

3. Knowledge of health and safety regulations and compliance.

4. Space planning and utilization expertise.

5. Budget management and financial analysis abilities.

6. Technical proficiency in workplace technology solutions.

7. Familiarity with workplace design principles and ergonomics.

8. Vendor management and contract negotiation skills.

9. Data analysis and reporting proficiency.

10. Change management and organizational development expertise.

11. Knowledge of sustainability practices and green building certifications.

12. Understanding of accessibility requirements and accommodations.

13. Proficiency in workplace security measures and emergency response protocols.

14. Strong analytical and problem-solving skills.

15. Proficient in Microsoft Office Suite and other relevant software applications.

16. Knowledge of industry-specific regulations and standards.

17. Familiarity with space utilization metrics and workplace optimization strategies.

18. Proficiency in workplace auditing and compliance assessment.

19. Experience with employee engagement and wellness program implementation.

20. Strong communication and presentation skills.

Most In-demand Soft Skills

The following list describes the most required soft skills of a Workplace Experience Manager :

1. Strong interpersonal and relationship-building skills.

2. Excellent communication and active listening abilities.

3. Leadership and team management capabilities.

4. Customer service orientation and empathy.

5. Adaptability and flexibility in a dynamic work environment.

6. Strong problem-solving and decision-making skills.

7. Emotional intelligence and empathy towards employees' needs.

8. Conflict resolution and negotiation skills.

9. Strategic thinking and ability to align workplace initiatives with business goals.

10. Ability to collaborate and build partnerships across departments.

Conclusion

A Workplace Experience Manager is responsible for creating a positive and engaging work environment for employees. They need a combination of technical skills, such as facility management and project management, as well as essential soft skills like communication and leadership. By fulfilling their responsibilities and possessing the required skills, Workplace Experience Managers contribute to the overall success and well-being of both employees and the organization as a whole.