Customer Experience Manager

At Highwoods, we focus on providing exceptional experiences for everyone involved - our customers, employees, stakeholders, and local communities. We believe in enhancing the customer experience within our buildings by integrating hospitality and top-notch amenities, creating a work environment that is truly unmatched. Highwoods is a publicly traded real estate investment trust (REIT) committed to owning, developing, and managing high-quality office spaces in thriving business districts. We believe that flexible office space is a key amenity for our customers, offering them the ability to scale as their business needs evolve.

A Day in the Life The Commons is a coworking and flexible office space designed for collaboration, innovation, and business growth. Located in the heart of downtown Raleigh, The Commons provides professionals, teams, and entrepreneurs with a premium workspace, access to a vibrant community, and the flexibility to scale as their business evolves. As a Customer Experience (CX) Manager, you will run The Commons like a business-driving revenue, managing operating expenses, optimizing pricing strategies, and ensuring financial success. Your role extends beyond workspace management; you will be responsible for customer acquisition, retention, and growth, positioning The Commons as an indispensable resource for businesses looking to thrive. This is a sales-driven, customer-focused, and operations-heavy role where success is measured by occupancy rates, customer satisfaction, financial performance, and community engagement. You will act as an extension of your customers' teams, ensuring their success by fostering connections, enhancing productivity, and delivering unmatched value.

Key Responsibilities

Business Growth & Revenue Generation:

• Own sales, marketing, and business development efforts to attract new customers and drive occupancy.
• Develop and implement new revenue-generating initiatives (e.g., event rentals, partnership programs, premium services).
• Track and analyze market trends to optimize pricing and stay competitive.
• Manage operating expenses while maintaining a high-quality experience.
• Work closely with Highwoods' leasing and marketing teams to position The Commons as a key amenity for office customers.

Customer Acquisition & Community Management:

• Build and maintain strong relationships with prospective and existing customers, ensuring high retention and satisfaction.
• Act as a trusted advisor and business partner, helping companies maximize the value of their membership.
• Lead a seamless onboarding experience for new customers, ensuring they feel welcome and supported.
• Proactively identify and solve customer pain points to enhance their overall experience.
• Use feedback and data to continuously improve services and offerings.
• Create a dynamic, high-energy workspace that fosters collaboration and innovation.
• Plan and execute high-impact networking events, professional development workshops, and social gatherings to add value to memberships.
• Act as the connector between customers, helping them build relationships, share resources, and grow their businesses.
• Maintain a strong presence in the space, ensuring customers feel engaged and supported daily.

Operations & Hospitality Management:

• Oversee day-to-day workspace operations, ensuring seamless functionality and a high-end experience. Including:
  
  
  
  • Ensure shared spaces, including lounges, kitchens, phone booths, and conference rooms, are clean, stocked, and organized throughout the day.
  • Oversee the replenishment of beverages, snacks, and amenities to maintain a premium customer experience.
  • Conduct regular walkthroughs to uphold workspace standards and ensure conference rooms are set up, clean, and fully functional for meetings.
  
  
  
  
• Anticipate customer needs prior to feedback
• Manage budgets, vendor contracts, and operational costs effectively.
• Proactively ensure technology, workspace setups, and amenities meet the needs of customers.
• Work with facilities and property management teams to maintain a clean, safe, and welcoming environment.

Job Requirements:

• Business-minded leader with a passion for hospitality and customer success.
• Sales-driven professional who understands how to attract, close, and retain customer.
• Strategic thinker who can balance financial goals with exceptional service.
• Natural connector who thrives on building relationships and creating engaging communities.
• Problem solver who proactively identifies and resolves issues. Can adapt quickly to challenges and opportunities.
• Detail-oriented multitasker who can manage operations, sales, and customer engagement simultaneously.

Education & Experience

• Associate's degree or Bachelor's degree preferred
• 3+ years of experience in hospitality, coworking, property management, or a similar customer-focused role.
• Proven track record in sales, revenue generation, and customer retention.
• Experience managing P&L, operating expenses, and business development strategies.
• Strong organizational skills with the ability to manage multiple priorities effectively.
• Strong event planning and community engagement skills.
• Excellent communication and relationship-building abilities.
• Excellent verbal and written communication skills.
• Tech-savvy with experience in CRM tools, workspace management platforms, and reporting systems.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Work is of a general office nature; while performing the duties of this job, the employee is regularly required to be on your feet for extended periods, talk, hear, and see; required to use arms and hands to reach and handle; typing on computer keyboard and using phone required. Ability to read, understand, and to communicate information and ideas clearly in writing and orally is required. The employee may occasionally need to walk, climb, balance, stoop, kneel, or crouch; and lift and/or move up to 30 pounds.