Workplace Experience Manager

Working Location Category Placed

About Us

Macro is a recognised global specialist in facilities management, providing cutting-edge services to some of the most prominent brands offering workplace design, helpdesk services, interim property management, and providing solutions to making buildings healthier, smarter and sustainable by using advanced technological solutions.

We are driven by a commitment to excellence in everything we do. Our values—Drive for Better, Delight Customers, Do What’s Right, and Develop People—shape our culture and guide our decision-making. Our strategic priorities focus on Everyday Excellence, Outstanding Experience, and Everlasting Impact.

Join our team to contribute to an organisation that prioritises innovation and technology. Experience the perfect blend of opportunity and community, where you will benefit from a supportive and people-focused culture.

About The Role

The Workplace Experience Manager is responsible for creating and maintaining an exceptional workplace environment within a prestigious corporate headquarters.

Reporting to the Operations Manager, this highly visible, client-facing role will act as the custodian of workplace experience, ensuring every aspect of the employee, visitor, and executive experience reflects the highest standards of professionalism, hospitality, and operational excellence.

The role combines workplace experience, hospitality, and soft services leadership to deliver a seamless, premium environment across the workplace. Working closely with multiple outsourced service partners, you will drive service excellence across front-of-house, hospitality, catering, executive support, cleaning, security, waste management, landscaping, pest control, and associated workplace services.

The successful candidate will be an enthusiastic, proactive, and solutions-focused leader with exceptional attention to detail, outstanding stakeholder management skills, and a genuine passion for delivering world-class workplace experiences.

Key Responsibilities

Operational Leadership

• Act as the deputy to the Operations Manager for all workplace experience and soft services matters.
• Lead the day-to-day delivery of workplace experience operations.
• Support the Operations Manager in delivering contractual obligations, strategic objectives, and client commitments.
• Escalate operational risks and service issues with practical recommendations and solutions.
• Deputise for the Operations Manager during periods of absence where appropriate.

• Champion an exceptional workplace experience across the entire headquarters.
• Act as the custodian of workplace presentation and service excellence.
• Ensure the workplace consistently reflects the standards expected of a premium executive environment
• Promote a culture where every interaction contributes positively to the employee and visitor experience.
• Continuously identify opportunities to enhance the workplace through innovation and best practice.

• Lead hospitality, reception, concierge, and workplace services to deliver an outstanding guest experience.
• Ensure executive offices, boardrooms, and meeting spaces are maintained to impeccable standards.
• Coordinate VIP visits, executive meetings, and corporate events.
• Oversee catering and hospitality services, ensuring exceptional presentation and service quality.
• Act as the primary client contact for all workplace experience and soft services matters.

• Develop trusted relationships with senior client stakeholders.
• Present service performance, improvement initiatives, and operational updates.
• Respond proactively to client requests and feedback.
• Anticipate stakeholder requirements before they become issues.

• Conduct daily workplace inspections focused on presentation, cleanliness, and customer experience.
• Ensure all public areas are maintained to exceptional presentation standards.
• Coach service partners to continually improve standards.
• Drive a 'zero defects' culture across customer-facing areas.
• Ensure every space is meeting-ready and visitor-ready throughout the day.

• Lead outsourced soft service contracts including cleaning, security, catering, waste management, landscaping, pest control, and specialist workplace services.
• Ensure contractors consistently achieve KPIs and SLAs.
• Conduct quality audits and performance reviews.
• Drive continuous improvement across all service partners.
• Ensure statutory and contractual compliance.
• Monitor budgets and identify value improvement opportunities.

• Benchmark workplace services against premium corporate headquarters and luxury hospitality environments.
• Introduce innovative initiatives to continually improve workplace experience.
• Analyse customer feedback and satisfaction trends.
• Promote technology and process improvements.
• Develop annual workplace enhancement plans.

The ideal candidate will have:

• Experience within premium corporate workplaces, luxury hospitality, five-star hotels, or executive environments.
• Experience managing outsourced soft services including cleaning, security, catering, waste management, and associated workplace contracts.
• Exceptional stakeholder management and communication skills.
• Outstanding personal presentation.
• A genuine passion for hospitality and customer experience.
• Strong commercial awareness and contractor management experience.
• Excellent organisational skills and attention to detail.
• Ability to inspire supplier teams to exceed expectations.
• Positive, energetic, and proactive approach.

• Immaculately presented and highly professional.
• Passionate about delivering exceptional service.
• Naturally warm, approachable, and customer focused.
• Highly observant with an exceptional eye for detail.
• Confident working with senior executives and VIP guests.
• Calm, composed, and decisive under pressure.
• Leads by example and inspires high standards.
• Proactive, innovative, and solutions oriented.
• Positive, enthusiastic, and resilient.

We want to create a workplace where everyone feels safe to bring their  whole selves  to work. We recognise that every individual has different needs. This is Me  is Macro’s EDI campaign, a commitment to understanding and supporting those needs, both professionally and personally.

Our aim is to help identify and acknowledge individual needs that may impact work-life experience. It’s about being proactive, learning from one another, and creating a supportive space that encourages growth and productivity.

Should you need to discuss any reasonable adjustments or require guidance about our recruitment process, please contact [email protected] to speak to a member of our team.