In collaboration with the Customer Experience Director and Experience Coordinators, the Experience Team Lead develops, manages and coordinates all aspects of the customer experience at OfficeScapes. In this highly creative role, you will work to understand and create unique and memorable experiences for internal and external guests. Key attributes include creativity, collaboration, positivity, anticipating the needs of others, team-oriented leadership with a passion for creating and evolving exceptional customer experiences.

Position Responsibilities (but not limited to)
  • Manage the Customer Experience:
    • Oversee daily tours / meetings / events to ensure flawless execution and a lasting experience
    • Plan and execute internal and external events
    • Review customer experience checklists and layer in surprise and delight elements
    • Creating and collaborating to customize the space for each client experiences
    • Create custom and standard take-aways for tours, meetings and events
    • Choreograph unique, highly-differentiated hosted experiences
  • Showroom management responsibilities include:
    • Collaborating with the Customer Experience director on updating space with curated artifacts and products
    • Manage new and existing relationships with vendors
    • Support walk-in guests/customers: conduct high-level tours, provide product information,
    • Maintain the appearance of the showrooms to ensure that the space is fully operational and tour-ready at all times
    • Coordinate with internal and external resources to maintain showrooms
    • Coordinate and troubleshoot AV/technology as needed
  • Internal Responsibilities:
    • Manage showroom inventory
    • Collaborate with Experience Coordinator(s) to fulfil daily tasks and long term goals, and to ensure smooth transitions between team member shifts
    • Perform Concierge role in all locations as schedules require
    • Back up to the Customer Experience Director
    • Building facility liaison
    • Understand the customer journey and brand to be able to train, coach and guide existing and new team members
    • Special projects as needed
    • Internal communications (but not limited to)
      • Daily wins
      • Upcoming tours
      • Space announcements
  • Leadership
    • Co-design and implement workspace guidelines
    • Interview, hire and on-board new employees
    • Train new and existing employees
    • Create staff schedules
    • Conduct weekly 1:1’s with each Experience Coordinator
    • Hold monthly team meetings
    • Co-conduct yearly reviews
Position Requirements:
  • Excellent communication and interpersonal skills
  • Exceptional organization and communication skills
  • Outgoing, high energy, creative, confident
  • A passion for customer experience and impeccable customer service to internal and external customer
  • Commitment to providing high-quality professional interactions
  • Ability to analyze situations and solve problems, calmly, effectively, efficiently and professionally to minimize negative impact on the user
  • Technology savvy
  • Flexibility and adaptability
  • Naturally observant and curious
  • Ability to think creatively and outside the box daily
  • Team player
  • Ability to take a negative situation or feedback and act on it to turn it around
  • Five years’ experience interacting with customers
  • Knowledge of Microsoft Office

    Application Form

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