Customer Experience Manager - London Bridge CIty


UK / South West

Estates & Facilities Management / Real Estate, Asset & Property Management



Emilia Fasano
0785 125 9868

Emilia has a background of 7 years working within property recruitment and has lead teams working on both temporary and permanent assignments. Emilia’s placement track record spans across government, local authority, education, heritage, and NHS sectors. Emilia joins MRG as a Seni


Job Description

REF: 16310
Posted: 15 September 2021
Closes: 08 October 2021

Head of Culture - London Bridge City

London Bridge City (LBC) is a vibrant district with a fascinating past and present that has displayed the same core values throughout the ages; community spirit, excellent transport links and pioneering inhabitants. With half a mile of river frontage along the Thames between London Bridge and Tower Bridge, and a total of 21.5 acres of space, it is a vast and lively mixed-use environment. Encapsulating 3 million sq ft of office, retail and leisure space, along with private residential apartments, the estate is overflowing with historical charm, breath-taking architecture and sensational views.

London Bridge City is seeking a Head of Culture to drive forward continuous improvement and refine the service and customer experience, utilising the skills and knowledge of the on-site team and delivery partners to build strong relationships, create a vibrant community and secure LBC as a global go-to destination.

An ambassador for the brand, you will be someone who has several years’ experience improving and spearheading the customer experience for a multi-faceted, global brand. Working closely with the Senior Operations Team (SOT), your key objective is to foster client and customer loyalty across the brand, generating excitement about the Services that the district offers and injecting enthusiasm and engagement into every aspect of the role.


Reporting to the Estate Director, the successful Head of Culture will be a non-operational role sitting within the Senior Operations Team (SOT). They will be responsible for refining and improving the services delivered to the customer, building and fostering long-term relationships between Savills, LBC and the tenants and stakeholders.

Key task areas:

  • Learning and development
    • Working with Pathways (SMR’s training division) and third-party L&D partners to create programmes for LBC
  • Building a high performing team
    • Champion diversity and inclusiveness, creating an open and progressive culture
  • Events and communication
    • Managing and developing the LBC brand, whilst getting involved in the creation of a coherent suite of document e.g. Tenant Handbooks, Fit-out Guides
  • Customer Experience
    • Supporting the delivery of the LBC customer strategy and driving continuous improvement
  • Environment, Social, Governance (ESG)
    • Driving change and improvement in sustainability & ESG

Person Specification

The ideal candidate will have:

  • Experience of the real estate sector.
  • Strong communication and people skills.
  • Energetic collaborator, influential communicator and technology savvy
  • High motivation to deliver, demonstrating the difference between “good” and “excellent”.
  • An ambition to deliver service excellence and be naturally curious to understand the full range of LBC’s operational idiosyncrasies
  • The ability to exploit opportunities to refine service through people and culture.

If this role sounds interesting and you’d like to discuss further, please get in touch with Matthew Evans or Emilia Fasano of The Management Recruitment Group.