Workplace Experience Manager

Job Title

Workplace Experience Manager

Job Description Summary

We are seeking an experienced Workplace Experience Manager to oversee the effective management, compliance, and operational performance of a high profile, premium retail and office site. This is a highly visible, client facing role where you will deliver 5 star service standards across all touchpoints — from technical operations to front of house presentation and event support.
The role is responsible for maintaining all assets in a safe, compliant, and serviceable condition while meeting project performance standards and exceeding client expectations. You will oversee both front of house and back of house operations, respond to risks and incidents, manage supplier performance, and ensure full adherence to legal, regulatory, and organisational requirements.
You will also prepare and manage OPEX/CAPEX budgets, control costs, and produce regular reporting on site performance, incidents, and financials for internal and client stakeholders. The role includes commercial contract management, including negotiation and ongoing vendor relationship oversight.

Job Description

About the role:

• The Workplace Experience Manager will work closely and directly with related stakeholders, including the Customer group and associated community of service-consumers, other Facilities and Operation’s Managers, the C&W leadership team, and associated supporting teams and collaborators (including advisers, vendors, and other subject matter experts), to oversee, support and deliver the assigned range of site related outcomes and services.
• Responsible and accountable for the engagement management, employment support (Line Manager / People- Leader related), performance management, outcomes, achievements and deliverables of the assigned team of direct and indirect reports.
• Deliver a luxury‑grade customer experience across retail and corporate spaces, including concierge‑style interactions, VIP engagement, and support for events, activations, and high‑visibility activities.
• Maintain exceptional attention to detail, ensuring all outcomes are delivered on time, on target, and to the highest standard.
• Within the scope of the assigned remit, take all practical actions to keep the assigned portfolio compliant with all relevant laws, regulations, and applicable policies and guidelines.
• Within the scope of the assigned remit, take all practical actions to keep the assigned portfolio safe, healthy and in a well-maintained and serviceable condition in keeping with the specific performance requirements and expectations of the project.
• Respond promptly, effectively, and competently, taking such action/s as needed or necessary (within the assigned limits of delegated authority), to all identified risks, hazards, risk-events, impairments, incidents, and emergencies as may, from time-to-time, befall or impact the assigned portfolio.
• Prepare, plan, and deliver all aspects of the Site Facilities Management and Operations Plan (or equivalent)
  • including inspection, maintenance (responsive and planned) and upkeep against agreed standards of the assigned site/s (including related assets, buildings, equipment, and features).
• Develop, performance-manage, and optimise the downstream supply-chain for all in-scope included services and supplies (including initiation, contracting and maintenance of Supplier relationships and all aspects of Supplier administration and management).
• Develop, prepare, and present facilities and site-related management reporting including site status, performance, incident, cost, budget, service delivery and management reports (for both internal, C&W and external, Client facing purposes)
• Prepare, plan and report on all elements cost and expense control including budget estimation, tracking, and reporting of actuals and budgets (whether OPEX and/or CAPEX related).
• Oversee and manage the commercial contracting and commitment process as it relates to in-scope services and supplies (including negotiation, proposing and maintenance of supply arrangements

About you:

• Higher Level Qualification / Certification (such as Degree or Diploma) in Mechanical/ Electrical Engineering, Building/ Facilities/ Real Estate Management or related/equivalent course of study.

• 7+ years of relevant experience in comparable roles (including developmental roles)
• Possess a strong knowledge of complex large-scale building systems and property operations (such as mechanical, electrical, plumbing, building management and control and/or related systems knowledge and competencies)
• Experience in premium retail, hospitality, mixed‑use, or corporate environments is highly desirable.
• Excellent written and oral communication and presentation skills (ideally multi-lingual)
• Demonstrable leadership experience with high-performing teams

Why join Cushman & Wakefield?

As one of the leading global real estate services firms transforming the way people work, shop and live working at Cushman & Wakefield means you will benefit from;

• Being part of a growing global company;
• Career development and a promote from within culture;
• An organisation committed to Diversity and Inclusion
• We're committed to providing work-life balance for our people in an inclusive, rewarding environment.

We achieve this by providing a flexible and agile work environment by focusing on technology and autonomy to help our people achieve their career ambitions. We focus on career progression and foster a promotion from within culture, leveraging global opportunities to ensure we retain our top talent. We encourage continuous learning and development opportunities to develop personal, professional and technical capabilities, and we reward with a comprehensive employee benefits program.

We have a vision of the future, where people simply belong.

That's why we support and celebrate inclusive causes, not just on days of recognition throughout the year, but every day. We embrace diversity across race, colour, religion, gender, national origin, sexual orientation, gender identity or persons with disabilities or protected veteran status. We ensure DEI is part of our DNA as a global community - it means we go way beyond than just talking about it - we live it. If you want to live it too, join us.

As an equal opportunity employer, Cushman & Wakefield encourages Aboriginal and Torres Strait Islander and female candidates to apply. Cushman & Wakefield promotes safety at all times.

INCO: “Cushman & Wakefield”