Portfolio Experience Director
About The Position
The Portfolio Experience Director leads hospitality and experience strategy across a key client’s real estate portfolio. The role translates the client’s vision into a programming approach, builds trusted relationships with client leadership, and leads a high-performing, multi-site team responsible for consistent workplace experiences. It combines strategic and operational work, including amenity strategy, programming calendars, monetization models, budgets, service standards, and on-site team development. The Director is accountable for tenant engagement and experience programs that support leasing, occupancy, and retention goals; consistent service standards and improving Place Audit results; experience KPIs and leadership reporting; financial performance; and team stability and development. The Director serves as a thought partner to client leadership, introduces relevant industry practices, and works with CBRE partners and subject matter experts to improve and transform account services. Experience by Industrious is a CBRE business, and this role is employed by CBRE.
Requirements
- Bachelor’s degree.
- 8–10 years of experience in hospitality, workplace experience, real estate, high-end retail, or a related operational field.
- Experience building experience programming and amenity strategies and delivering multi-site services across a portfolio.
- Experience leading high-performing teams in complex, client-facing environments.
- Ability to build and manage a budget and make the case for investment.
- Executive presence and ability to serve as a credible thought partner to senior leaders.
- Clear communication with teams.
- Ability to influence and get results across matrixed relationships without direct authority.
Responsibilities
- Translate client goals and strategy into a portfolio-wide programming approach and execution plan covering events, tenant engagement, leasing support, and tenant touchpoints.
- Design and deliver a portfolio-wide programming calendar that reflects the client’s brand, drives tenant engagement, and supports leasing objectives.
- Prepare, present, and propose amenity monetization strategies, including revenue models, pricing approaches, and partnership opportunities.
- Develop the portfolio’s amenity and lobby experience approach, ensuring spaces are purposefully activated and regularly reviewed.
- Partner with client leadership and leasing teams to support occupancy and retention goals.
- Own day-to-day operational performance of hospitality and experience services across the portfolio and maintain consistent standards across locations.
- Develop experience standards with client leadership and maintain account playbooks, processes, and standard operating procedures.
- Oversee Place Audits to benchmark performance and drive continuous improvement.
- Manage vendor and supplier relationships with procurement, focusing on service quality and cost efficiency.
- Review and audit the Service Business Continuity plan and maintain safety standards.
- Own portfolio experience KPIs and reporting, define KPIs and reporting cadence, and present results and recommendations to client leadership.
- Deliver reporting as required by account service level agreements and monitor service delivery metrics.
- Manage the portfolio experience budget, establish savings goals, and create plans to strengthen financial performance.
- Lead the multi-site experience team and build its culture and capabilities.
- Provide formal leadership for on-site staff, including hiring, scheduling, cross-training, performance management, and coaching.
- Develop an experience community across the account to share best practices, support operations, and grow talent.
- Contribute to staffing plans and ensure team structure keeps pace with client expectations.
- Serve as a trusted advisor and thought partner to client leadership on tenant experience.
- Build and maintain relationships with client leaders and key counterparts, bringing a clear point of view on experience strategy.
- Monitor industry developments and propose innovations and best practices to keep the portfolio competitive.
- Engage CBRE centers of excellence and subject matter experts to support improvement and transformation.
- Lead and support change management and optimization initiatives across the account.
Benefits
- 30% annual performance bonus
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What This Job Offers
Job Type
Full-time
Career Level
Director
