The Role

Community Manager – The Point, Paddington, London

An exciting opportunity for an experienced Community Manager to join the team at The Point in Paddington. Reporting to the Customer Experience Lead and Senior Facilities Manager, the successful candidate will design, deliver and evolve a bespoke customer experience and engagement programme that exceeds day-to-day occupier expectations.

The role will transform the building into a vibrant community, fostering strong connections between occupiers and the wider Paddington Basin Estate. By combining strategic placemaking with operational excellence, the Community Manager will drive occupier satisfaction, support the Client’s ESG ambitions and help position The Point as a premier destination to work in Paddington.

Working closely with the wider Customer Experience team within Property Management Consultancy Services, the Community Manager will lead occupier engagement, partnerships, digital communications, performance reporting and event delivery while ensuring close alignment with Facilities Management and other service partners.

Key Responsibilities

• In collaboration with the Customer Experience Lead, develop and maintain the Occupier Experience Strategy, defining annual objectives, measurable outcomes and experience initiatives.
• Curate and deliver an annual Community Engagement Plan incorporating wellbeing activities, sustainability campaigns, networking events, social value initiatives and partnerships across the Paddington Basin Estate.
• Lead placemaking initiatives, retail experiential activations and partnerships with local charities and businesses to enhance the building’s community offer.
• Build proactive, two-way relationships with occupier representatives, from senior decision-makers to operational teams, to understand and respond to their business needs.
• Establish and oversee occupier forums and feedback programmes, ensuring occupiers have a clear voice in how the building and its services are managed.
• Act as an ambassador for The Point within the Paddington Basin Estate, developing relationships with retailers, leisure operators, public services and educational institutions.
• Take ownership of The Point’s building app, including occupier communications, registrations, active usage and engagement analytics.
• Curate high-quality social media content, where applicable, using creative content and video to promote community activity and increase visibility.
• Identify and implement emerging technology solutions that improve operational efficiency and the overall occupier experience.
• Lead the annual Occupier Satisfaction Survey, analyse NPS, CSAT and Customer Effort results, and deliver an actionable improvement plan.
• Monitor performance against customer experience SLAs and KPIs, providing quarterly reporting on event participation, app usage and engagement levels.
• Work with the Facilities Management team to assess Front of House performance and ensure service partner KPIs and training support the Occupier Experience Strategy.
• Manage event and engagement budgets, ensuring effective cost control, appropriate service charge recovery and clear reporting on return on investment.
• Maintain strategic awareness of the wider building budget and support expenditure tracking and reconciliation.
• Work collaboratively across the REFM division and supply chain to ensure seamless service delivery, sharing expertise and best practice.
• Act as a proactive partner to internal stakeholders and a responsive, high-touch point of contact for the Client.
• Develop and optimise processes that protect the reputation and interests of BNP Paribas Real Estate, and drive company-wide projects at site level.