Job SummaryNewmark is seeking a Vice President, Global Workplace Experience to build, lead, and grow a differentiated Workplace Experience program within the firm's Facilities Management and Occupier Solutions business.
This senior leader will develop scalable, hospitality-led workplace experience solutions that enhance the employee, occupant, and client experience while supporting account growth and overall Facilities Management revenue objectives. Although the program will initially focus on the Americas, the role carries a global title and will help establish the standards, operating models, technology approach, and service delivery capabilities that can support future expansion.
The ideal candidate brings deep experience leading high-touch workplace experience and hospitality programs across complex, multi-site environments. They will pair a hospitality-first mindset with a practical understanding of corporate real estate and facilities operations, enabling them to create integrated solutions that are operationally sound, commercially compelling, and responsive to client needs.
ResponsibilitiesBuild and grow the program- Lead the development, refinement, and growth of Newmark's Workplace Experience offering within Facilities Management and Occupier Solutions.
- Create a scalable, hospitality-led service model that integrates employee experience, workplace operations, client care, and appropriate light Facilities Management coordination.
- Establish the program's value proposition, service architecture, operating standards, implementation methodologies, playbooks, staffing approaches, training materials, and reporting framework.
- Develop client-facing materials, program descriptions, service scopes, and solution narratives that clearly articulate Newmark's differentiated Workplace Experience offering.
- Support the growth of existing Facilities Management accounts by identifying and developing Workplace Experience expansion opportunities.
- Partner with FM leadership, Business Development, Account Management, and regional teams on new client pursuits, strategic presentations, solution development, and client-facing advisory conversations.
- Contribute to overall FM business growth by helping position Workplace Experience as an account-expansion and differentiated service-delivery capability.
Design integrated service offerings- Develop and maintain two connected Workplace Experience offerings:
- An integrated Workplace Experience solution that complements Newmark's full Facilities Management delivery model.
- A standalone Workplace Experience/FM-light solution for clients that require a high-quality workplace and hospitality program with coordination of select facilities activities.
- Define standardized scopes, staffing models, pricing guidance, implementation plans, operating playbooks, and sales materials for both offerings.
- Ensure the FM-light solution can be adapted to diverse workplace environments, including client-managed offices, landlord-managed buildings, regional portfolios, and enterprise locations.
- Incorporate service coordination, work-order management, first-line vendor oversight, workplace issue resolution, and landlord interface management where applicable.
- Partner closely with core FM teams to ensure clear responsibilities, seamless service handoffs, and appropriate escalation for technical maintenance, compliance, capital projects, and full FM accountability.
Lead client strategy and delivery excellence- Partner with account leadership, regional operations, FM teams, client-care professionals, and client stakeholders to develop workplace experience strategies aligned with business, employee, cultural, operational, and real estate objectives.
- Serve as a senior advisor and escalation point for priority Workplace Experience accounts, complex mobilizations, program enhancements, and strategic client initiatives.
- Build trusted relationships with senior client stakeholders and position Newmark as an advisor on hospitality-led workplace operations, employee experience, workplace service delivery, and FM-light coordination.
- Establish required Workplace Experience standards, playbooks, service metrics, and training expectations for participating programs and accounts.
- Drive consistency in service quality, operating procedures, implementation practices, client reporting, and employee/occupant experience across the Americas.
- Collaborate with Facilities Management, Client Care, Strategic Advisory, Project Management, Property Management, Business Development, and other Occupier Solutions teams to deliver integrated client solutions.
Establish performance standards and insights- Define, implement, and monitor Workplace Experience KPIs, dashboards, and reporting standards across client programs.
- Track and evaluate client satisfaction, employee and occupant satisfaction, service-level performance, work-order response and completion, vendor performance, staffing efficiency, workplace utilization, account expansion, revenue growth, and other operational outcomes.
- Use performance data, client feedback, employee feedback, and market insight to identify opportunities to improve service quality, operating efficiency, employee experience, and client visibility.
- Establish practical governance and review mechanisms that enable account teams and regional leaders to act on program performance and improvement opportunities.
Shape technology and innovation- Serve as the senior subject-matter advisor on workplace experience applications, digital employee-experience tools, and workplace experience measurement.
- Shape business requirements, assess workplace experience technology options, and advise client and account teams on solutions such as visitor management, room and desk booking, workplace communications, service concierge tools, amenity and event platforms, feedback tools, and workplace experience dashboards.
- Partner with Technology, Data, and other subject-matter experts to define metrics, reporting requirements, data standards, and workplace experience dashboards.
- Support the adoption of automation, analytics, AI-enabled tools, and digital platforms that improve workplace experience, service consistency, client visibility, and operational effectiveness.
- Provide strategic and operational guidance on technology; technical selection, integration, deployment, systems support, and administration will remain with Technology, Data, and designated specialists.
Lead through influence- Operate effectively in a matrixed organization, partnering with FM account teams, Client Care professionals, regional operations leaders, Technology, Data, Business Development, and other shared functions.
- Build Workplace Experience capability through training, onboarding, coaching, toolkits, and practical implementation support for account and operational teams.
- Foster a high-performance, hospitality-driven, client-focused culture across participating teams and markets.
- Influence senior internal leaders and client stakeholders through strong executive communication, facilitation, relationship management, and operational credibility.
- Contribute to thought leadership, market engagement, and client-facing content that strengthens Newmark's visibility and differentiation in Workplace Experience.
- May perform other duties as assigned.
Qualifications- Bachelor's degree in Hospitality, Business, Corporate Real Estate, Facilities Management, Operations, Design, or a related field. Advanced degree or relevant professional certification is preferred.
- 12+ years of progressive experience in workplace experience, hospitality, employee experience, corporate real estate, facilities management, or enterprise service delivery.
- Deep, demonstrated background in hospitality-led workplace experience is required, including high-touch service delivery, front-of-house operations, concierge or guest services, employee engagement, amenities, community programming, events, or related services.
- Experience building, scaling, or transforming multi-site Workplace Experience, hospitality, or integrated service-delivery programs.
- Strong understanding of corporate real estate and workplace operations, with the ability to connect hospitality-led experiences to practical facilities, operational, and client-account requirements.
- Experience developing standardized service models, operating standards, playbooks, implementation methodologies, training programs, staffing approaches, and performance-management processes.
- Experience supporting strategic client pursuits, executive presentations, service scoping, account expansion, and solution development; direct sales leadership is valuable but not the primary requirement.
- Strong aptitude for workplace experience technology, employee-facing digital platforms, workplace metrics, dashboards, analytics, automation, and AI-enabled service improvements.
- Willingness and ability to travel domestically and internationally based on client, team, and business needs.
Working Conditions: Normal working conditions with the absence of disagreeable elements
Note: The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified.
