BNP Paribas Real Estate
Community Manager (200 Aldersgate Street)
London
Posted about 1 month ago
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Community Experience & Engagement Management Role
About the Role
The Community Experience & Engagement Manager will enhance occupier satisfaction and shape 200 Aldersgate as an engaging, vibrant workspace by designing and delivering a tailored customer experience and engagement programme.
This role focuses on:
- Establishing strong two-way relationships with occupiers, aligning services with business objectives
- Developing a bespoke community and placemaking strategy, fostering connections between occupiers and the local area
- Driving occupier satisfaction through proactive initiatives, including branding, events, retail activations, and wellbeing programmes
- Overseeing financial planning, ROI tracking, and cross-departmental collaboration to ensure strategic alignment
With support from Customer Experience (CX) and Marketing teams, this role ensures 200 Aldersgate stands as a dynamic, community-centred property.
Key Deliverables & Responsibilities
Occupier Relationships & Engagement
- Build and maintain proactive, bidirectional connections with all occupier stakeholders (from leadership to operational teams).
- Host quarterly relationship meeting profiles, reviewed monthly with Site FM and General Manager, to align feedback on services and evolving needs.
- Establish formal occupier panels to gather direct input on property operations and services.
- Develop personal relationships with decision-makers, addressing business aspirations and identifying opportunities for collaboration.
Community & Placemaking Strategy
- Design a high-impact community/place-making strategy, including:
- Live shopping experiences, experiential retail activations
- Networking opportunities for occupiers and local businesses
- Wellbeing programmes aligned with ESG goals
- Partnerships with local charities
- Events producing Remarkable Events-approved value
- Ensure strategies reflect and advance 200 Aldersgate’s Environmental, Social, and Value objectives.
- Collaborate closely with ESG and CX teams to integrate sustainability into community initiatives.
Digital Presence & Content Creation
- Curate and manage a polished, high-energy social media presence across platforms (Instagram, Facebook, Twitter, etc.).
- Produce original content (images, videos, posts) to promote community activities and occupancy ease.
- Actively use these platforms to amplify brand awareness and engage broader audiences.
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Occupier-Centric Operations
- Oversee feedback systems, analysing insights to refine service offerings.
- Provide insight-driven reports to direct improvements across the property.
- Manage occupier engagement surveys, ensuring responsiveness to occupiers’ concerns.
- Preventative relationship building: Address queries proactively, fostering long-term loyalty.
External Partnerships & Economic Impact
- Cultivate stakeholder relationships with retailers, local authorities, public services (e.g., police), schools, and charities.
- Identify and leverage external collaborations to enhance occupancy.
- Cost-effectively deliver projects, reporting return on investment (ROI) to executives.
Technology & Innovation
- Implement tools/software to operationalise community engagement, prioritising efficiency.
- Lead pilot programs to align with 200 Aldersgate’s sustainability ambitions.
- Advocate for measurable efficiency improvements across processes.
Executive Coordination & Service Delivery
- Annual occupier engagement plan (online content, retail relationships, event planning, relationship management, surveys, polling).
- Manage team training, ensuring cross-departmental understanding.
- Oversee budgetary control for events/programs, aligning with Cannot Exceed 90% SLAs.
- Monitor occupier satisfaction reports and financial performance metrics.
Core Competencies
Financial Responsibilities
- Owns and controls budgets and cost-benchmarks for programs and investments.
- Aligns operations with department or team financial targets.
Relationship Management
- Actively builds trust with internal and external stakeholders.
- Represents product/BNP Paribas Real Estate in internal and external engagement.
Leadership & Governance
- Self-driven, minimal supervision required for routine tasks.
- Navigates ambiguous challenges within domain expertise.
- Prioritises protecting propriety/compliance (e.g., financial, HR, procurement).
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Process & Effectiveness
- Develops, manages, and improves course-of-action workflows.
- Takes ** owned decisions** to resolve internal/operational issues.
Qualifications & Experience
Education
- Degree or equivalent certification in related field preferred.
Essential Skills & Experience
- Exceptional communication skills (verbal/written).
- Project management expertise (especially for events, budgets, and partnerships).
- Cold outreach/influencer familiarity (a bonus).
- Retail and occupational engagement experience (preferably managing partner relationships).
- Experience in wellbeing program evaluation or similar privacy practices.
- Strong organizational abilities due to multitasking requirements.
- Data-driven, evaluation-oriented mindset (SEN feedback, ROI tracking).
- Customer experience passion fundamentals to drive exceptions in community service.
- Efficiency and innovation orientation—ability to simulate bold and different approaches is valued.
Benefits Package
BNP Paribas Real Estate offers a comprehensive rewards system, including but not limited to:
Health & Wellbeing Support
- Private medical insurance
- 25 days annual leave + public holidays (extra 5 via flexible benefits)
- Access to health screenings
- Discounts (gym, retail, concierge, golf)
- Charterhouse free membership
- Travel perks (insurance, discounts)
- Virtual volunteering opportunities and sports teams
- Art Pass, wellbeing support, offer onsite facility access
Financial & Career Growth
- Pension contribution
- Life assurance (8x yearly salary)
- Group income protection for long-term disability coverage
- Interest-free season ticket loan
- Bonus scheme and share incentive plans
- Financial and mortgage advice substitutes
BNP Paribas Real Estate is an Equal Opportunity organisation, embracing diversity, inclusion, and equal employment across all dimensions.
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Skills
Interpersonal Skills
Verbal Communication
Written Communication
Organizational Skills
Multitasking
Customer Experience
Project Management
Event Management
Retail Management
Networking
Social Media Management
Stakeholder Engagement
Feedback Analysis
Budget Management
Innovative Thinking
Efficiency
Location