Customer Experience Manager - Boston Properties

Primary Purpose of Position:



Lead tourism efforts and manage operational functions at the Concierge Desk of Prudential Center. Enhance the customer experience, increase productivity at the Concierge Desk and promote Prudential Center as a premier retail destination. Collaborate with internal and external stakeholders to showcase the unique attractions and offerings of Prudential Center, ensure customer satisfaction, and maximize operational efficiency of the Concierge Desk.







Essential Functions:



Tourism





+ Cultivate partnerships with local tourism organizations, and actively participate in their monthly meetings and events to drive awareness and domestic and international traffic to Prudential Center. Organizations include MOTT, Meet Boston, Boston Attractions Group, Greater Boston Concierge Association, and the Back Bay Association.



+ Build and strengthen connections with nearby hotels and their teams, exploring partnership opportunities to boost promotion efforts.



+ Organize, conceptualize, and host tourism and hospitality focused events to highlight Prudential Center as a premier retail and dining destination. Represent the Center as its ambassador by delivering presentations to industry groups, providing them with updates on new and upcoming information about the Center.



+ Collaborate with the View Boston observatory team to ensure Prudential Center receives optimal exposure in tourism marketing campaigns aimed at increasing group travel sales.









Marketing





+ Establish and enhance relations with Center retailers by conducting regular meetings and maintaining open communication with retail leadership. This includes discussing in-store initiatives and promotions to ensure alignment and maximize effectiveness.



+ Maintain accurate brand representation and marketing of Prudential Center by consistently monitoring listings pertaining to Greater Boston tourism, hospitality, and related sectors.



+ Conduct research and establish connections with event planners organizing incoming conventions to promote Prudential Center programs and marketing initiatives. This includes promoting offerings such as the PRUferred shopper card to convention attendees.



+ Gather, distribute, and communicate convention information and updates about the Center to retail tenants on a weekly, bi-monthly, and yearly schedule.



+ Track monthly tourism and consumer analytics to acquire insights into audience growth at the Center and to track the progress of competing shopping destinations. Develop monthly and annual summary reports based on findings.



+ Manage the online presence of the Center across various platforms including the website, TripAdvisor, Google, Yelp, etc., ensuring accurate information is provided and inquiries are promptly addressed to promote favorable reviews and encourage customer retention.









Management





+ Manage, mentor and develop the Customer Service Supervisor and Concierge Representatives, overseeing recruitment and training of new associates as required.



+ Develop and manage an annual goal-setting framework, work plan, and workflow for the Customer Service Supervisor and Concierge Representatives, monitoring progress continuously and conducting end-of-year performance evaluations, offering guidance as needed.



+ Strive to enhance the skill set of customer service team members to deliver top-notch service while also optimizing efficiency, productivity, and organization at the concierge desk.



+ Develop, implement, and facilitate customized customer service training programs tailored specifically for the customer service team.



+ Establish the role as a knowledgeable and premier concierge touchpoint for all customers, tourists, and office clients of Prudential Center.









Operations





+ Employ a forward-thinking strategy and continually seek opportunities to enhance and expand the operations and initiatives of the Concierge Desk.



+ Organize and actively participate in all relevant meetings including weekly staff meetings, bi-annual retailer gatherings, and quarterly Concierge Representative meetings and events.



+ Promptly address all customer inquiries and concerns received through in-person interactions, phone calls, emails, or the Prudential Center website. Collaborate with relevant team members as necessary to reply to these inquiries in accordance with established company protocols and guidelines.









Region/Building Specific Functions:





+ Support execution of onsite and departmental events, functions and promotions as assigned.



+ Perform other duties as assigned.









Requirements and Qualifications:





+ BA/BS degree required.



+ A minimum of 2-4 years of previous customer facing experience required.



+ A minimum of 1-3 years supervisory experience required.



+ Prior hospitality, tourism or retail experience strongly preferred.



+ Excellent verbal and written communications skills.



+ Proficiency in Microsoft Office applications.



+ Flexibility with work schedule as work on nights and weekends is required.



+ Creativity and ability to initiate ideas and develop programs.



+ Ability to create timelines and manage various tasks simultaneously.



+ Ability to work independently, as well collaboratively as part of a team.



+ Ability to perform in dynamic high-energy workplace.



+ Consistently maintains elevated standards of professionalism, particularly during interactions with customers and center personnel.









Physical Requirements:





+ Involves work of a general office nature usually performed sitting and standing such as interacting with customers and operation of a phone, computer, printer and copy machine.



+ Involves movement between departments and throughout the Center to facilitate work.



+ Frequent travel to local and regional meetings and events.



+ Occasionally required to lift and/or move up to 25lbs.









Internal and External Contacts:





+ Regularly interfaces both verbally and in writing with BXP concierge, marketing, property management, office services, information systems, human resources, and accounting team members.



+ Regularly interfaces both verbally and in writing with the general public, retailers, office clients, external vendors, tourism and hospitality professionals.



+ Interfaces both verbally and in writing on select projects with BXP leasing, construction, development and consultants.









Reporting Structure:





+ This position reports directly to the Prudential Center Marketing Manager, who offers guidance and support, collaborates on goal-setting and work plans, monitors work progress, and conducts performance evaluations.



+ This position coordinates with marketing and property management staff at various properties.









BXP is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, gender, gender identity or expression, sexual orientation, religion, age, national origin, disability, marital status, protected veteran status, genetic information or any other legally protected characteristic.







Boston Properties is an Affirmative Action and Equal Opportunity Employer. We are committed to fair and impartial treatment in all of our relations with employees, as well as applicants for employment, to recruit, upgrade, train, and promote in all job titles without regard to race, color, gender, gender identity or expression, sexual orientation, religion, age, national origin, disability, marital status, protected veteran status, genetic information or any other legally protected characteristic.