Senior Vice President of Experience

Cantor Fitzgerald•Dallas, TX

About The Position

The Senior Vice President of Experience (SVP, Experience) is an executive leader responsible for shaping and executing the company’s end-to-end tenant, client, employee, and visitor experience strategy across a large commercial property portfolio. This role drives operational excellence, hospitality standards, service innovation, and brand consistency to enhance tenant satisfaction, retention, property value, and overall portfolio performance.

Requirements

Bachelor’s degree in Business, Hospitality, Real Estate, Operations, Marketing, or related field required; MBA preferred.
15+ years of leadership experience in commercial real estate, hospitality, workplace experience, customer experience, or property operations.
Executive-level experience managing large, multi-site operations or portfolios.
Strong understanding of commercial property management operations and tenant relations.
Proven success leading customer/tenant experience transformation initiatives.
Experience implementing service standards, operational processes, and technology platforms at scale.
Exceptional leadership, communication, and stakeholder management skills.
Data-driven mindset with strong operational and financial acumen.

Responsibilities

Develop and lead the enterprise-wide experience strategy aligned with company growth objectives and brand positioning.
Establish service standards and operational frameworks that create exceptional tenant and client experiences across all properties.
Build a hospitality-driven culture focused on responsiveness, professionalism, and proactive service.
Serve as executive sponsor for tenant experience initiatives, workplace experience programs, and service innovation projects.
Oversee programs that improve tenant satisfaction, retention, engagement, and loyalty.
Design and implement premium tenant services, amenities, events, and communications strategies.
Monitor tenant feedback, surveys, Net Promoter Score (NPS), and service metrics to identify improvement opportunities.
Partner with Leasing teams to support tenant attraction and renewal efforts through differentiated experience offerings.
Collaborate with Property Management and Facilities teams to ensure seamless delivery of building operations and hospitality services.
Standardize service delivery processes and operational best practices across regional portfolios.
Drive continuous improvement initiatives related to work order response times, building communications, onboarding, and issue resolution.
Support ESG, wellness, sustainability, and smart-building initiatives that enhance occupant experience.
Lead implementation and optimization of tenant experience platforms, CRM systems, mobile apps, and digital engagement tools.
Utilize analytics and operational reporting to improve service performance and operational efficiency.
Identify emerging trends in workplace experience, hospitality, and commercial real estate technology.
Lead and mentor experience, hospitality, tenant engagement, and training teams across multiple regions.
Develop talent strategies, training programs, and service excellence initiatives for frontline and management employees.
Foster cross-functional collaboration between operations, leasing, engineering, security, and corporate functions.
Develop and manage departmental budgets and vendor relationships.
Evaluate ROI of experience initiatives and operational investments.
Support revenue growth through tenant retention, occupancy improvement, and premium service offerings.
Present experience strategy and performance updates to executive leadership, ownership groups, and clients.