Job Title

Community Experience Ambassador

Job Description Summary

As the Community Experience Ambassador at Ten Gresham Street you’ll play a central role in creating an engaging, high-performing place that enhances satisfaction, wellbeing and connection for occupiers and their guests. This role combines experience management with purposeful engagement – delivering events, communications, and initiatives that reflect what occupiers value and strengthen their connection with the building and its community.

You will lead the Front of House team for the building and be accountable for the delivery of an exceptional experience. You’ll build strong relationships through attentive service, clear communication, and personalised interactions that make spending time in the building easy, enjoyable and rewarding. You’ll ensure that people feel informed and able to make the most of the building’s amenities, services, and experiences. Through a varied programme of events and activities, you’ll help create a lively vibrant atmosphere – making Ten Gresham Street a place that people genuinely enjoy and choose to spend time in.

Job Description

You will play a critical role in the delivery of a welcoming, engaging, and service-led environment at Ten Gresham Street.  As an accessible and trusted presence in the building, you’ll ensure occupiers, guests and visitors feel supported, valued and connected through consistently high standards of service and engagement.

 

Working closely with Occupiers, the Building Management team, central Customer Experience team and delivery partners, you’ll bring the building to life – co-ordinating events, managing communication and contributing to a vibrant, people-focused atmosphere.  Your work will help position Ten Gresham Street as a workplace destination of choice – enhancing satisfaction, wellbeing and long-term loyalty. 

Accountabilities

Experience Ambassador

Advocate for customers and represent the brand, ensuring interactions meet community needs and support the building’s experience and engagement strategy.

Foster a service-led culture by promoting a welcoming, people-first workplace environment.

Maintain a visible and approachable presence in shared spaces, proactively engaging occupiers and guests to anticipate needs and provide support.

Serve as the expert on the local area by providing helpful and proactive advice.

Represent the building confidently and professionally both internally and externally.

Support leasing efforts by assisting with viewings and engaging prospective occupiers.

Lead by example in delivering excellent customer service, guiding site staff, and facilitating customer-focused onboarding and training.

Collaborate with the wider building team and partners to uphold consistent service standards.

Hospitality Experience

Deliver high-quality service at all occupier and guest touchpoints, ensuring a warm, professional, and seamless experience.

Work closely with service partners to maintain exceptional standards across hospitality services such as reception, cleaning, catering, and security.

Maintain front-of-house and communal areas to premium standards.

Coordinate concierge-style services, including guest hosting, amenity bookings, and occupier requests with responsiveness and flexibility.

Respond promptly to enquiries, resolving issues and ensuring occupiers feel valued and heard.

Experience Management

Implement the customer experience strategy, ensuring services align with occupier needs.

Act as the primary occupier contact, owning and resolving issues to their satisfaction.

Escalate issues and risks according to compliance procedures.

Collaborate with building management, facilities, and central teams to align service delivery with customer needs.

Use feedback to drive continuous improvement in occupier and guest experiences.

Ensure all physical and digital touchpoints are intuitive, service-led, and aligned with the building’s experience strategy.

Provide regular and ad-hoc reports, including event analysis and progress updates.

Utilize data and feedback to measure impact and refine engagement strategies to meet evolving needs.

Engagement & Activation

Support and implement the occupier engagement strategy.

Activate shared spaces with inclusive events and initiatives that promote connection and wellbeing.

Build relationships with local stakeholders and partners to support enlivenment activities.

Organize engaging events and activities in common areas to maximize amenity use and position the building as a vibrant, premium workplace.

Liaise with suppliers, facilities, and occupiers to ensure smooth and compliant event execution.

Communication and Content

Execute a communication plan aligned with the experience and engagement strategy.

Create and distribute updates, event information, and wellbeing content via email, digital screens, and the occupier community app to keep users informed and engaged.

Ensure all communication is relevant, on-brand, and reflects the building’s tone of voice.

General Responsibilities

Perform additional duties as required, including occasional extended hours during peak times or major events.

Demonstrate and embody Cushman & Wakefield’s culture and organizational values; hold self and others accountable for behaviour consistent with agreed standards.

Comply with all Cushman & Wakefield health and safety systems and procedures.

Work safely to protect own health and safety, and that of others.

Adhere to Cushman & Wakefield environmental policies and related procedures.

Comply with all other relevant Cushman & Wakefield policies.

Background & Experience

Bring creativity, confidence, and a passion for people through a strong background in premium experience delivery, communications, and events.

Build trusted relationships and transform insights into actionable initiatives that elevate the workplace experience.

Act as a natural connector within the building, driving events and experiences that positively influence the building’s energy, culture, and success.

Perform hands-on, high-impact work with direct influence on workplace atmosphere and community engagement.

Essential Experience

Demonstrate a strong background in premium hospitality or customer service (e.g., hotels, corporate front-of-house, workplace, high-end retail).

Possess supervisory experience in customer service within similar environments.

Have proven experience in occupier engagement or workplace experience delivery.

Be skilled in concierge/front-of-house services with a focus on service excellence and guest interaction.

Bring hands-on experience in event planning, delivery, and community activation.

Manage digital communication channels such as apps, screens, and email campaigns effectively.

Understand building operations and coordinate service partners including cleaning, catering, and security.

Handle customer feedback and service recovery with a continuous improvement mindset.

Work effectively in multi-stakeholder environments, collaborating with internal teams and external partners or suppliers.

Desirable Experience

Experience working in commercial real estate, flexible workspace, or mixed-use building environments.

Familiarity with occupier engagement platforms or community apps.

Exposure to brand or placemaking initiatives, with an understanding of how to bring a building’s identity to life through service and activation.

Experience managing budgets.

Qualifications

Demonstrate strong command of both spoken and written English.

Hold an SIA license.

Role-Specific Capabilities

Communicate excellently both verbally and in writing.

Maintain a highly organized, detail-focused approach with strong planning and multitasking skills.

Be numerate and confident in interpreting data and contributing to reporting and performance analysis.

Display approachability and empathy with a natural ability to build relationships across diverse groups.

Exhibit a friendly, proactive, and service-led attitude with a genuine interest in people and creating positive experiences.

Show creativity and resourcefulness with a solutions-focused mindset.

Maintain visibility and hands-on involvement with a strong sense of ownership and accountability.

Be aware of risk, compliance, and safety protocols, upholding standards and escalating issues appropriately.

Demonstrate digital confidence using tools such as email, apps, and signage platforms.

Collaborate effectively as a team player and work independently when required.

INCO: “Cushman & Wakefield”