Sr. Workplace Experience Manager

Job Title

Sr. Workplace Experience Manager

Job Description Summary

The Workplace Experience Manager is a key member of the Cushman & Wakefield onsite account team and serves as a champion for the employee experience within the workplace. This role is responsible for developing and executing workplace experience strategies that leverage hospitality, technology, workplace design, amenities, and services to create an engaging, productive, and seamless workplace environment.

The Workplace Experience Manager will use both quantitative and qualitative employee insights to identify opportunities, develop innovative solutions, and enhance the overall workplace experience. Working closely with cross-functional teams, this individual will drive initiatives that support employee engagement, well-being, retention, and organizational culture.

A significant component of this role includes leading workplace experience and employee engagement programs, from strategic concept development through execution. The successful candidate will serve as a program manager for a portfolio of events, activations, and culture-building initiatives, partnering with client stakeholders and business units to create impactful experiences that strengthen employee connection and reinforce organizational priorities.

This role also provides direct leadership to a team of Workplace Experience professionals and requires a proven ability to coach, develop, and motivate employees while maintaining exceptional service standards.

The ideal candidate is a hospitality-driven leader with exceptional interpersonal skills, a proactive mindset, and a passion for creating meaningful experiences. They are highly collaborative, comfortable engaging with stakeholders at all levels, and thrive in fast-paced environments where service excellence is paramount.

Job Description

Team Leadership & Service Delivery

Provide direct oversight and day-to-day leadership for Workplace Experience team members across assigned locations.

Lead, coach, and develop a team of Workplace Experience professionals through regular one-on-one meetings, goal setting, performance reviews, development planning, and ongoing feedback.

Manage staffing schedules, performance expectations, coaching, talent development, and recognition efforts to ensure consistent service excellence.

Foster a culture of hospitality, accountability, creativity, collaboration, and continuous improvement across all onsite service teams.

Serve as an escalation point for workplace experience-related issues, ensuring timely resolution and communication.

Provide leadership across employee engagement, hospitality services, event management, and workplace operations.

Lead hospitality training programs for Cushman & Wakefield teams and strategic service partners.

Partner with leadership to support talent planning, succession planning, and team development initiatives.

Workplace Experience Program Management

Serve as the primary program manager for workplace experience, employee engagement, hospitality, and cultural initiatives across the client portfolio.

Partner with Facilities Management, Design & Construction, Occupancy Planning, Communications, Technology, Events, Human Resources, and other cross-functional teams to develop and implement workplace experience programs aligned with client objectives.

Develop and execute an annual calendar of employee engagement programs, workplace activations, events, recognition initiatives, and community-building experiences.

Lead events from concept through execution, including strategic planning, creative development, budgeting, stakeholder engagement, vendor management, communications, logistics coordination, and post-event evaluation.

Partner with business units and client stakeholders to translate ideas and objectives into meaningful workplace experiences that support culture, engagement, and business priorities.

Leverage employee feedback, workplace utilization data, customer satisfaction metrics, and operational insights to identify opportunities and enhance service delivery.

Support the development and execution of short- and long-term workplace experience strategies, initiatives, and activation programs.

Establish and maintain workplace experience standards, guidelines, and best practices.

Continuously evaluate emerging workplace trends, technologies, amenities, and employee expectations to identify opportunities for innovation.

Measure and communicate program success through participation rates, employee feedback, stakeholder satisfaction, and other relevant metrics.

Employee Experience & Community Building

Act as an advocate for employees by identifying and addressing workplace needs, concerns, and service gaps.

Develop and lead initiatives that foster employee connection, engagement, belonging, recognition, and workplace community.

Ensure workspaces, meeting rooms, collaboration areas, and amenity spaces are consistently maintained and ready for use.

Proactively identify opportunities to improve workplace functionality, comfort, and overall employee satisfaction.

Collaborate with stakeholders to create memorable workplace moments and experiences that reinforce organizational culture.

Build partnerships across business functions to strengthen employee engagement and enhance the overall workplace experience.

Stakeholder Support

Deliver white-glove service to executives, VIP guests, and key stakeholders.

Build strong relationships with client leadership and business partners to understand evolving workplace needs and priorities.

Consult with stakeholders to develop workplace experience strategies and event programs that align to team and business objectives.

Support the communication and promotion of workplace experience programs through compelling storytelling, data, and business insights.

Assist in the development of business cases, presentations, and success stories demonstrating program impact and return on investment.

Act as a trusted advisor to client stakeholders on employee experience, hospitality, engagement, and workplace culture initiatives.

Performance & Continuous Improvement

Drive achievement of employee experience, customer satisfaction, hospitality, engagement, and operational performance KPIs.

Analyze workplace experience data and trends to generate actionable recommendations.

Evaluate event and program outcomes, using employee feedback and performance metrics to continuously improve future experiences.

Monitor service delivery performance and implement continuous improvement initiatives.

Support regular reporting on workplace experience metrics, program effectiveness, employee engagement results, and stakeholder satisfaction.

KEY COMPETENCIES

Strong proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

Ability to leverage data and analytics to inform decisions and improve employee experiences.

Strong event strategy, program management, and project management capabilities.

Exceptional verbal, written, and presentation communication skills.

Ability to interact confidently with executives, clients, employees, and service partners at all levels.

Demonstrated ability to lead, coach, and develop high-performing teams.

Strong organizational skills with the ability to manage multiple priorities simultaneously.

Creative thinker with experience designing engaging employee experiences and workplace activations.

Experience managing complex stakeholder relationships and influencing across multiple functions and organizational levels.

Customer-focused mindset with a passion for hospitality and service excellence.

Highly adaptable with the ability to navigate ambiguity and drive results.

Exceptional emotional intelligence, empathy, and relationship-building skills.

Ability to remain calm, resourceful, and solution-oriented in high-pressure