Chief Customer Engagement Officer

2 weeks ago

New York, New York, United States Industrious Office Full time

Head of Client Experience

at Industrious Office

About the Company:

Industrious Office stands as the leading premium workplace-as-a-service provider, renowned for hosting the highest-rated work environments in the sector. Our mission revolves around fostering exceptional days for teams of all sizes and stages, including our own. We believe that the essence of a great workday lies in the individuals on your team and the challenges you tackle together. We seek individuals who thrive on innovative thinking and excel in a genuinely collaborative atmosphere. As teammates, we embrace fresh ideas and celebrate every achievement. We are passionate about making a significant impact on the workplace experiences of our members.

We also believe that authentic self-expression at work is essential for great days. The diversity of backgrounds, perspectives, and ideas is crucial to our success in delivering outstanding workplace experiences, both for our members and for one another. Industrious Office is dedicated to fostering an inclusive and respectful environment that honors your uniqueness. You are appreciated for who YOU are. We celebrate our individuals as contributors who can achieve remarkable outcomes when we unite as one team.

We take pride in being recognized as one of America’s fastest-growing companies.

About the Role:

In this position, you will collaborate closely with a small yet dynamic team of hospitality professionals, alongside peers from various departments including product development, architectural and interior design, marketing, IT, and frontline operations.

This role demands a diverse skill set. A typical week may involve: visiting current Industrious locations with a team member to observe member interactions, consulting with frontline leaders to assess the financial and operational impacts of your team's latest customer experience initiatives; refining a vision statement for the future of the Industrious customer experience; mentoring a team member on leading a vendor evaluation process; analyzing insights from our customer satisfaction surveys; initiating a project to optimize our procurement processes for food and beverage supplies. And much more.

You will excel in this role if you appreciate both the systematic and innovative aspects of customer experience—managing a large-scale operation to consistently deliver excellent results while also addressing the challenging questions that will enhance our members' experiences and strengthen our business outcomes. You possess a deep understanding of core hospitality and experience principles, can identify patterns in hospitality operations, prioritize customer needs, and are energized by developing new systems and strategies for scalability. You value people and their growth, enjoy navigating ambiguity, and are a collaborative leader eager to work alongside intelligent, kind, and humble individuals to ensure a positive workday for thousands.

You will enjoy this role if:

  • You can empathize with both typical office users and corporate decision-makers, quickly discerning their motivations through conversation.
  • You pay close attention to detail while effectively prioritizing your time without losing sight of the broader objectives.
  • You are eager to learn and gather insights, connecting data points and stories to uncover deeper understandings.
  • You appreciate outlining strategies and rallying teams around them as much as engaging with customers and frontline staff.
  • You enjoy coaching individuals on soft service skills as well as guiding them in data analysis to derive insights.

This role may not suit you if:

  • Your passion lies more in leisure experiences than in hospitality.
  • You prefer remote work most of the time.
  • Your energy is derived from directly delighting customers and solving their issues (which may not be feasible at scale).
  • You find the concepts of work, workplace experience, or commercial real estate uninteresting.
  • You thrive in highly structured environments with clear definitions of success from the outset.
  • You depend on others for insights rather than utilizing our data and discussions to form your own conclusions.

Responsibilities:

  • Develop a comprehensive set of hospitality and experience standards that align with your vision for exemplary customer experience in the workplace; create, implement, and refine tools to ensure consistent delivery through our frontline teams.
  • Proactively guide us into the future of customer experience, leveraging customer insights, industry knowledge, competitive analysis, and feedback from teams and clients.
  • Champion our service culture by continuously training, recognizing, and reinforcing behaviors that exemplify our service philosophy across all teams.
  • Recruit, mentor, and lead an engaged team that sets the benchmark for our industry.
  • Actively contribute to a collaborative group of cross-functional leaders addressing some of the most challenging questions facing the business.

Perks: In addition to our incredible team, there are numerous other compelling reasons to join us:

  • Comprehensive healthcare, including vision and dental coverage.
  • Learning and development grants.
  • 401K retirement plan.
  • Generous vacation allowances.
  • Paid parental leave.
  • Team-building activities and annual company-wide retreats.

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