Shape the Future of Commercial Tenant Experience

This is a rare opportunity to build a Customer Experience function from the ground up for one of Sydney's most prestigious commercial assets.

Our client is a leading private equity real estate investment firm with more than $3 billion in assets under management. Following the acquisition of an iconic heritage commercial property, they are investing in creating an exceptional tenant experience that sets a new benchmark for premium commercial workplaces.

As Customer Experience Manager, you'll lead the strategy, programs and initiatives that transform how tenants engage with the building—from onboarding through to long-term advocacy. Combining customer experience, community engagement, digital innovation and service design, you'll create experiences that foster loyalty, connection and a thriving commercial community.

If you enjoy building new functions, influencing senior stakeholders and creating customer‑first experiences, this is an opportunity to leave a lasting impact.

The Opportunity

You'll own the end-to-end customer experience strategy across every stage of the tenant journey. Working closely with property management, operations, marketing, leasing and external partners, you'll design seamless experiences across both physical and digital touchpoints while championing a customer‑centric culture throughout the organisation.

You'll have the autonomy to introduce current initiatives, leverage technology and AI, and establish best practice customer experience frameworks that drive engagement, retention and satisfaction.

What You'll Be Doing





- Develop and deliver the customer experience strategy across the entire tenant lifecycle.
- Design and optimise customer journeys across physical and digital touchpoints.
- Build meaningful relationships with tenants and become their trusted advocate.
- Create engaging community programs, networking events, wellness initiatives and placemaking activations.
- Lead Voice of Customer (VoC) programs, customer research and journey mapping workshops.
- Analyse customer insights, NPS and engagement data to identify opportunities for continuous improvement.
- Partner with marketing and technology teams to enhance digital experiences, tenant portals and communications.
- Identify opportunities to leverage AI, automation and digital solutions to improve service delivery.
- Develop customer experience KPIs and present strategic insights to senior leadership.
- Collaborate across property management, facilities, leasing and operations to deliver exceptional tenant experiences.

About You

You'll be an experienced Customer Experience professional who enjoys combining strategy with execution and is passionate about creating memorable customer experiences.

You'll bring:





- Proven experience developing and leading Customer Experience strategies.
- Strong expertise in customer journey mapping, service design and customer research.
- Experience managing Voice of Customer (VoC) programs, NPS and customer insights.
- Success delivering customer engagement initiatives, events, activations and community programs.
- Knowledge of UX principles, digital customer journeys and accessibility best practice.
- Exceptional stakeholder engagement and influencing skills.
- Commercial acumen with the ability to balance customer outcomes with business objectives.
- Experience introducing technology, automation or AI‑enabled customer solutions.
- Outstanding communication, presentation and relationship‑building skills.

Experience within commercial property, hospitality, premium retail, workplace experience, member organisations or customer‑centric service environments will be highly regarded.

Why Join?

- Build a Customer Experience function from the ground up.
- Shape the experience for one of Sydney's landmark commercial destinations.
- Work alongside an entrepreneurial leadership team committed to innovation.
- Deliver meaningful tenant experiences that create lasting community and loyalty.
- Influence strategic decisions with high visibility across the business.
- Drive digital innovation and customer transformation in a newly created role.

If you're excited by the opportunity to redefine customer experience within a premium commercial environment, we'd love to hear from you.

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📌 Customer Experience Manager (City of Sydney)
🏢 Aquent Australia
📍 City of Sydney