Kuldip Nagra

Customer Experience Manager @Colliers

Coventry, GB

Responsible for the day to day operation of the buildingTrack, oversee and optimize all customer interactions to build strong relationships with all stakeholdersIncrease client, customer, guest and service partner loyalty and achieve highest satisfaction ratingsCreate bespoke CX enhancement plans to drive positive outcomes and customer retentionDeal with complaints and offer prompt resolutions, escalate where necessaryManagement of contractors at site level e.g. cleaners, M&E service contractor, etc.Taking proactive & leading role with maintenance issues at site levelData processing and management of databases, ensuring accurate and timely import of informationIdentify opportunities to enhance the customer experiences by being innovative and creativeManage the building’s social media channelsRegularly post engaging content for the building occupiersOrganise events to enhance engagement in the buildingWork with local businesses to help build awareness and offer the building special discountsEnsure all Health and Safety requirements are adhered to and making sure that the building achieves 100% Compliance scoreLog any property faults/issues with the helpdesk and inform the Facilities Management teamObtain and evaluate CX feedback from customers, guests and stakeholders, draft improvement action plansMapping property customer journeys in order to identify CX enhancement opportunitiesProactively design processes and preventive measures to eliminate any complaints and servicedelivery shortfallsBuild professional relationships with clients, customers, guests and stakeholdersCreate onboarding tools for new occupiers and create relevant building inductions