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We shape leading experiences across office, retail, logistics and student accommodation.

We’re one of Australia’s largest property groups, managing $38.9 billion worth of assets across the country.

Our sustainable returns from investments come from focusing on what matters most to customers — a outstanding experience and doing positive. Every day, our people are driving positive impact for people, place and planet. They’re inquisitive, pioneering industry firsts and pushing new ideas to deliver exceptional outcomes.

This passion and expertise creates an employee experience that puts wellbeing, flexibility and opportunity first.

The role

As the CSM at 530 Collins Street, you will be reporting into the General Manager and be responsible for leading and delivering the customer solutions strategy for the asset. As the primary point of contact for all tenant and venue services, you will play a pivotal role in ensuring the property's presentation and customer service consistently reflect the expectations of our tenants and uphold the standards befitting a premium grade building.

In this role, you will work collaboratively with key teams across GPT to drive exceptional outcomes for the asset. This includes partnering with the Property Operations team to represent and advocate for tenant requirements, working alongside the national Marketing & Customer Experience team to bring to life a curated calendar of site-specific events and customer engagement activations, and collaborating with the national Flexible Workspace Solutions team to oversee the seamless operation of the versatile workspace offering. You will also hold direct accountability for managing and elevating the concierge service,



ensuring it delivers a best-in-class experience at every touchpoint.

What you will be doing

- Serve as the asset's Service Ambassador and primary point of contact for all customer activities and tenant queries, engaging with customers in a professional, consistent and timely manner.
- Deliver exceptional customer experiences by continuously enhancing service performance, improving the customer journey and fostering a culture of high quality and attention to detail to earn customer loyalty.
- Manage customer forums, events, onboarding communications and the property website, while analysing customer behaviours and the competitive landscape to share insights with the broader team.
- Collaborate with the Marketing & Customer Experience and Flexible Workspace Solutions teams to develop and deliver the asset's Customer Engagement Strategy, including the Annual Marketing Plan and Tenant Engagement and Event Program Plan.
- Act as place manager, overseeing space curation, maintaining the highest presentation standards and building strong relationships with external partners to ensure a positive and consistent experience for tenants and visitors.
- Lead and develop the Concierge Team, aligning service standards with the building's vision, ensuring all personnel are well-trained and empowered to exceed customer expectations.




- Assist with the formulation and management of the Customer Engagement Program budget, including quarterly forecasting.
- Work closely with the Operations team to manage Tenant Work Requests, ensure timely resolution and maintain direct communication with tenants on outcomes.
- Engage with the Operations and Sustainability teams to achieve recycling program targets, facilitate Building Management Committee meetings and coordinate Emergency Procedures and Training.

What makes you stand out

To be successful in this role, you will bring at least 4 years of experience in customer service, placemaking, marketing or events management, along with a tertiary qualification in marketing, communications or event management (desirable). You are a confident communicator who builds robust, professional relationships with tenants, stakeholders and colleagues at all levels, with excellent written and verbal communication skills.

What makes us stand out

- Enjoy flexible working arrangements and generous leave options.
- Experience market-leading parental leave benefits including 22 weeks paid leave for either carer and childcare allowance once you return to work.
- Embrace diverse and challenging career opportunities, supported by our dedicated Learning & Development Team committed to your growth.
- Engage in comprehensive Wellbeing programs and benefit from market-leading policies and support tailored to diverse needs.
- Be recognised by peers through nomination awards and take part in our generous Employee Referral Program.

We know the power of a great experience

- Ranked 4th in the 2025 Gender Equality Global Report released by Equileap.
- Placed 1st of real esta

📌 Customer Solutions Manager (Melbourne)
🏢 The Gpt Group
📍 Melbourne