Campus Experience Manager

Industrious•New York, NY

12d•$150,000 - $160,000•Onsite

About The Position

Experience by Industrious is a workplace hospitality brand launched by CBRE, focused on creating engaging and positive work environments. As a Senior Campus Experience Manager, you will be responsible for the overall on-site experience for large commercial assets within a dynamic NY campus. This includes managing community programming, amenity operations, meeting and event sales, building communications, and leading a team. The role is akin to a general manager with a strong hospitality focus, involving team coaching, vendor troubleshooting, and strategic planning for programming and budgets. The goal is to create buildings that tenants value, leading to higher retention and client engagement.

Requirements

7+ years of experience in hospitality, property, or tenant experience management.
Experience running a building program, hotel operation, high-touch venue, or similarly demanding environment.
Demonstrated understanding of service culture from an operational perspective.
Proven ability to manage real budgets (amenity spend, event costs, F&B COGs) and report on them clearly to stakeholders.
Direct experience managing a team, including setting goals, providing feedback, and navigating performance issues.
Experience coordinating with multiple parties and holding them to a shared standard without creating adversarial relationships.
Comfort with event and CRM tools; experience with Tripleseat or a tenant experience app is a strong plus.
Willingness to learn and adapt to new systems.

Nice To Haves

Experience with Tripleseat or a tenant experience app.
New systems don't intimidate you.

Responsibilities

Build strong bonds with occupiers to ensure their days feel personalized and productive, serving as the go-to partner for workplace experience, HR, and office managers.
Submit financial and engagement reporting on time, including the annual business plan and quarterly asset and property management recaps.
Monitor trends regularly to help internal teams and asset managers understand the business and make necessary adjustments.
Manage tenant experience and amenity budgets.
Develop clear systems and procedures to ensure the success of the team when you are not present.
Consistently identify opportunities to improve processes and operations.
Assist with new tenant move-ins, onboarding, and in-office services as needed.
Support marketing teams in maintaining on-brand collateral and experiences.
Support leasing teams in showcasing building amenities through tours and lease gifting programs.
Deploy tenant sentiment surveys (NPS, CSAT, etc.) and create action plans for any detractors.
Own the tenant onboarding process to ensure new occupants are aware of available services from day one.
Oversee the ordering, restocking, receiving, and inventory of amenity supplies, balancing cost efficiency with avoiding outages.
Ensure all amenity spaces are maintained in a spotless condition at all times.
Document and escalate maintenance and facilities issues through the appropriate channels.
Meet or exceed quarterly sales goals for meeting and event spaces through inbound management and proactive outbound strategies.
Create and execute a local marketing plan for meeting and event spaces.
Oversee the teammate responsible for managing meeting and event leads and bookings from initiation to completion, including client coordination, event planning, logging, and reporting.
Assist with site tours, room flips, and check-in bookings daily.
Manage third-party AV vendors and contracts to ensure equipment is consistently operational.
Ensure the smooth day-to-day operation of meeting rooms, tenant lounges, and other bookable spaces.
Create reports and monitor trends on a regular cadence for meeting and event spaces.
Ensure all third-party vendors are aligned daily on amenity reservations, catering orders, special events, and requests.
Foster a hospitality-focused environment where all parties collaborate seamlessly as one team.
Lead overall hospitality and service standards across all departments, addressing any operational issues impacting the customer experience.
Act as a strategic advisor to Property Management on visitor management and lobby arrival experiences.
Directly manage the Community Manager responsible for designing and executing the building's tenant event calendar.
Oversee all aspects of community events, including budgeting, vendor management, on-site execution, and reporting.
Assist in creating and executing event marketing strategies, including updating the tenant app, digital and physical signage, and the building newsletter.
Ensure digital and physical communication channels are up-to-date and functioning.
Deliver on occupier Surprise and Delight initiatives and monthly interaction standards.
Help direct reports establish annual goals that are quantifiable and aligned with overall business outcomes.
Performance manage any direct reports and take necessary action when required.
Build a team culture that is empathetic and supportive.
Ensure teammates have the necessary tools and resources to succeed.
Identify and implement hospitality processes that support occupiers, guests, and the broader building team.
Champion Industrious service standards and hospitality principles.
Create local service campaigns that reinforce excellent hospitality in action.
Model and deliver on new hospitality standards, both internally and across the building team.
Communicate and resolve issues confidently, empathetically, and professionally with all building stakeholders.