Digital Tenant Experience Manager

Cushman & Wakefield•Chicago, IL

5d•$76,500 - $90,000•Remote

About The Position

The Tenant Experience & COVE Engagement Manager is responsible for driving tenant engagement, communications, wellness initiatives, event programming, and digital community-building through the COVE platform across a portfolio of client locations. This role serves as the strategic owner of the tenant experience ecosystem, ensuring clients maximize the value of their workplace experience investments through impactful programming, communications, hospitality-driven initiatives, and data-informed engagement strategies. Working remotely, this individual partners closely with onsite teams, property management, ownership groups, and clients to create meaningful experiences that increase participation, strengthen community, enhance tenant satisfaction, and support retention. The role acts as the primary administrator and subject matter expert for the COVE platform, leveraging technology to connect tenants with amenities, services, events, wellness programs, and workplace experiences.

Requirements

Bachelor's degree in Hospitality, Marketing, Communications, Business, Event Management, or related field.
3-5+ years of experience in tenant experience, workplace experience, hospitality, community engagement, marketing, or customer success.
Experience managing digital engagement platforms and communications programs.
Strong written communication and content creation skills.
Exceptional project management and organizational abilities.
Ability to manage multiple clients, properties, and priorities simultaneously.
Advanced proficiency with Microsoft Office and digital marketing tools.

Nice To Haves

Experience with COVE, HqO, Equiem, Lane, or similar workplace experience platforms.
Commercial real estate, workplace, hospitality, conference center, or property management experience.
Experience developing wellness and employee engagement programs.
Event planning and community-building experience.
Knowledge of workplace trends, tenant engagement strategies, and hospitality operations.

Responsibilities

Serve as the primary administrator and engagement strategist for the COVE platform.
Manage platform configuration, content updates, communications, event listings, amenity information, and tenant resources.
Develop strategies to increase user adoption, engagement, and platform utilization.
Analyze user activity and engagement data to identify trends and opportunities.
Launch and manage digital engagement campaigns, challenges, contests, surveys, and promotions.
Provide training and support to property teams and clients on best practices for utilizing COVE.
Develop portfolio-wide engagement strategies that foster connection and community.
Create initiatives that support the entire tenant lifecycle, from onboarding and building awareness through satisfaction and retention.
Partner with onsite teams to execute tenant appreciation programs, networking opportunities, and community-building initiatives.
Collect and analyze tenant feedback to continuously improve the experience.
Identify emerging workplace and employee engagement trends to introduce innovative programming.
Develop annual wellness and engagement calendars.
Coordinate physical, social, emotional, and professional well-being initiatives.
Create wellness challenges, educational content, recognition programs, and seasonal campaigns.
Source and manage partnerships with wellness providers, local businesses, and community organizations.
Measure participation and program effectiveness through engagement analytics.
Strategically plan and oversee portfolio-wide event programming.
Create event toolkits and resources for onsite teams.
Coordinate virtual and in-person programming initiatives.
Develop marketing campaigns that promote events, amenities, and services.
Track participation, engagement, and program ROI.
Share best practices and successful activations across the client portfolio.
Develop and execute tenant communication strategies across COVE, email campaigns, digital signage, and social channels.
Create engaging content that promotes amenities, services, programs, and events.
Build communication calendars aligned with client objectives and occupancy goals.
Ensure consistent brand standards and messaging across all client properties.
Utilize engagement analytics to optimize communication effectiveness.
Champion hospitality-driven service standards throughout the client portfolio.
Support implementation of Presence hospitality frameworks and training programs.
Provide guidance to onsite teams regarding tenant experience best practices.
Develop resources and playbooks that elevate service delivery and tenant interactions.
Promote a culture centered on engagement, responsiveness, and service excellence.
Monitor key tenant engagement and platform performance metrics.
Prepare monthly and quarterly engagement reports for clients and leadership.
Analyze participation trends, communication effectiveness, platform utilization, and wellness program performance.
Provide recommendations for continuous improvement and client success.
Support strategic initiatives that drive occupancy, retention, and tenant satisfaction.