ABOUT THE ROLE
Great workplace experiences don't happen by accident. Someone sets the standard, and someone makes sure it holds. That's you.
As the CBRE Portfolio Experience Director for one of our key client accounts, you lead hospitality and experience strategy across an entire real estate portfolio. You translate the client's vision into a defined programming approach, build trusted relationships with their leadership, and run a high-performing team that delivers something people feel every time they walk in the door.
This role is strategic and operational in equal measure. You'll shape the amenity strategy, build the programming calendar, present monetization models, manage the budget, and coach the people on site, all while holding every location to the same high standard.
The best experience leaders understand that consistency is what clients remember. Everything else, the events, the lobby, the amenities, is how you earn it.
WINNING IN THIS ROLE MEANS:
• The client sees their brand in every building. Programming and spaces reflect their vision and are activated with purpose.
• Tenant engagement is strong and growing, and the experience program visibly supports leasing, occupancy, and retention goals.
• Every location meets the same standard. Place Audit results improve over time, and you can point to the actions that moved them.
• Client leadership trusts you as a thought partner, and brings you into the room before decisions are made.
• Experience KPIs are defined, reported on a steady cadence, and used to make decisions.
• The portfolio budget is on plan, savings goals are met, and amenity revenue ideas are backed by real numbers.
• Your team is stable, capable, and growing, with leaders ready to step up.
YOU'LL LOVE THIS ROLE AND SUCCEED AT IT IF:
• Hospitality is instinct for you. You know what a great arrival feels like, and you can teach a team to deliver it every day, in every building.
• You mix vision with discipline. You can set a strategy with a client executive in the morning and review a vendor scorecard in the afternoon.
• You lead through people. You hire well, coach directly, and build a team culture that holds when you're not in the room.
• You're comfortable with the numbers. You build a budget, manage to it, and make the case for investment with confidence.
• You influence without authority. Matrixed relationships, procurement partners, centers of excellence, and client teams don't slow you down. You bring them along.
• You stay curious about the industry. You bring the client new ideas before they ask for them.
NOT THE RIGHT FIT IF:
• You'd rather manage from a distance than spend real time in the buildings and with your teams.
• You see hospitality as a nice-to-have rather than central to how a workplace performs.
• You're uncomfortable presenting to senior client leadership or holding a clear point of view.
• You find standards, audits, and reporting tedious rather than the way consistency gets built.
• You prefer to direct from the top rather than coach, develop, and build a team.
WHAT YOU OWN:
Tenant programming and amenity strategy.
• Translate client goals and overarching strategy into a defined programming approach and execution plan across the portfolio, covering events, tenant engagement, leasing support, and every touchpoint that shapes how tenants experience the buildings.
• Design and deliver a portfolio-wide programming calendar that reflects the client's brand, drives tenant engagement, and supports leasing objectives.
• Prepare, present, and propose amenity monetization strategies, including revenue models, pricing approaches, and partnership opportunities.
• Develop and evolve the approach to amenity and lobby experience across the portfolio, making sure spaces are activated with purpose and reviewed regularly.
• Partner with client leadership and leasing teams so the experience program actively supports occupancy and retention goals.
Operations and standards.
• Own day-to-day operational performance of hospitality and experience services across the portfolio, holding every location to a consistent, high standard.
• Develop and customize experience standards with client leadership, and maintain the Playbooks, processes, and SOPs that govern the account.
• Oversee the Place Audit process to benchmark performance and drive continuous improvement across locations.
• Manage vendor and supplier relationships in partnership with procurement, with a focus on service quality and cost efficiency.
• Review and audit the Service Business Continuity plan and maintain safety standards at all times.
Performance, reporting, and financial management.
• Own experience KPIs for the client portfolio and the reporting that keeps leadership informed and decisions data-driven.
• Define experience KPIs, build the reporting cadence, and present results and recommendations to client leadership.
• Deliver reporting as outlined in account service level agreements and monitor service delivery metrics.
• Manage the portfolio experience budget, establish savings goals, and create action plans to strengthen financial performance.
Team leadership and talent.
• Lead a multi-site experience team and build the culture and capability that make consistent delivery possible.
• Provide formal leadership across the on-site experience team: hiring, scheduling, cross-training, performance management, and coaching.
• Develop a strong experience community across the account to share best practices, support operations, and grow talent.
• Contribute to staffing plans and make sure team structure keeps pace with client expectations.
Client partnership and thought leadership.
• Serve as a trusted advisor and thought partner to client leadership on all matters related to tenant experience.
• Build and maintain strong relationships with client leadership and key counterparts, bringing a clear point of view on experience strategy.
• Stay ahead of industry developments and bring forward innovations and best practices that keep the portfolio competitive.
• Engage CBRE's centers of excellence and subject matter experts to support improvement and transformation efforts.
• Lead and support change management and optimization initiatives across the account.
WHAT YOU BRING TO THE TABLE
We hire for skills over pedigree, but the strongest candidates will have:
• Experience. A bachelor's degree and 8-10 years in hospitality, workplace experience, real estate, high-end retail, or a related operational field.
• Programming and amenity expertise. You've built experience programming and amenity strategy, and delivered multi-site service across a portfolio.
• Team leadership. You've led high-performing teams in complex, client-facing environments.
• Financial acumen. You can build a budget, manage to it, and make the case for investment.
• Executive presence. You're a credible thought partner to senior leaders and a direct, clear communicator with your team.
• Influence. You get results across matrixed relationships without direct authority.
COMPENSATION
The base salary range for this role is $150,000-$180,000, depending on experience.
You'll also be eligible for a 30% annual performance bonus.
CANDIDATE NOTICE
Experience by Industrious is a CBRE business. These roles are employed by CBRE. We're posting here on the Industrious careers page to reach the right candidates, but your application will be reviewed by the Experience by Industrious hiring team at CBRE and any offer will come from CBRE.
By applying, you consent to your details being shared with CBRE for the purposes of this recruitment process should you be progressed beyond initial review.
