Manager, Customer Experience & Culture

Oxford Properties - Toronto, ON (30+ days ago)

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Why join us?
Are you looking to join an innovative, global real estate company who builds communities and connects people to exceptional places? If so, we would love to tell you our story.
At Oxford, our culture is truly one of a kind. Across business lines and around the world, we embrace the complex and tackle opportunities with speed and agility. We are ambitious and humble, forward looking and service-focused. We get stuff done, and have fun doing it! We take great pride in contributing to the communities where we live. We believe that what is good for the environment is good for business. Together we deliver exceptional experiences to our 2 million+ daily customers.
Do you wish for the opportunity to shape the programs that will demonstrate how employee engagement drives customer experience? Are your innovative ideas bursting to be heard? Do you want to work for the company that prides itself on leading the commercial real estate industry in Canada, with global expansion plans underway? This is an exciting time to join the Oxford team who continues to outperform.

This strategic position will lead the development, deployment and sustainability of an innovative customer experience culture program for our global assets (Office, Retail, Residential and Industrial) and reports to the Director, Customer Service Excellence. Office located at 100 Adelaide St. W., Toronto with work-from-home flexibility.

This role has three primary responsibilities:
1) Define #TheOxfordWay culture in repeatable, transferable programs that are driven by customer measurement. Work with the new Oxford Basics which were developed based on the Disney Institute Model. In doing so, you will give a voice to the essence of Oxford. We are at the top of our game. Our challenge is to bottle that special formula and take it global.

2) Conceive and manage the design and deployment of a brand new “Oxford Operations Academy” which will be the learning centre for all operational/frontline training programs including customer service skills, operational best practices and creating a developmental learning path for staff towards senior leadership courses. The Academy will serve the needs of sites globally and needs a leader who can lead adaptations for local needs. In some cases, we will charge back for these services, so a consultative sales approach will be required. The presiding themes are on external and internal customer excellence and will be leveraging the OMERS learning platform.


3) Manage the design and deployment of a program for emerging leaders focused on internal and external customer experience excellence. The “Customer Champions” program will identify rising stars within the organization who will carry the customer excellence message around the globe. Your role will include curriculum development (your work or vendor resources), creating workshops/events, and most importantly mentoring/coaching up to 50 frontline program participants per 2 year cycle.

The Manager builds effective relationships and works collaboratively with internal human resources business partners (HRBPs), OMERS L&D Teams, business leaders, technical trainers/developers and external partners to ensure that a high value proposition for these programs.

As a member of this team, you will be responsible for:
Strategy Development

  • Works in collaboration with the Director, Customer Service Excellence and HR Partners to develop cultural cornerstone programs that further the Oxford brand/culture.
  • Leads the strategy and curriculum design for a scalable and innovative frontline customer service program, emerging leader program and customer experience motivational materials
  • Work with Corporate HR to develop asset-class specific onboarding and development programs to support global customer service standards
  • Leads focus groups and meets regularly with business teams to assess and diagnose specific learning needs and tailor learning programs as needed in response to analytics prepared on asset-specific customer journey maps.
  • Recommends suggested “course corrections” to business planning and budget forecasting through each fiscal cycle to address trends in customer concerns.
Design and Development

  • Monitors global standards/performance metrics and customer satisfaction metrics collected by the Customer Team across four asset classes. Work with colleagues to interpret data trends and identify corrective and pre-emptive learning programs to maintain world class standards and experience
  • Develop learning paths that employ in-class as well as experiential, virtual and self-serve learning across asset classes
  • Leads procurement initiatives for contract sourcing, building relationships with external learning vendors and internal resources as needed. Develops detailed and engaging rollout plans for deployment of courses and learning material in collaboration with the Marketing Design Studio.
Implementation and Mentoring Program

  • Become the Oxford Lead Customer Champion and oversee the design, implementation, communication and change-management of the front-line customer service programs. Working with executive leadership globally, you will use your influencing skills to communicate the benefits of the change and exemplify the vision of the program
  • Facilitates virtual and in-person learning sessions
  • Measures and reports on program feedback, benefits realization, ROI and metrics against program objectives. Develops Executive Presentations to present to all stakeholders, including C-suite
  • Superior coaching/mentoring skills, demonstrated experience mentoring team members from a variety of experience levels/backgrounds
  • Budget responsibilities for negotiating/managing vendor costs and tracking expenditures for assigned budgets.
  • Sales management where Oxford Operations Academy courses would be sold to third party contractors with customization. Responsible for product offerings, pricing, sales cycle and client satisfaction.

  • Works with HR to ensure LMS/HRIS systems are leveraged to capture development activities.
  • Work with a variety of computer applications used by Oxford, including budget, metrics tracking and analysis, surveying tools, and Microsoft Office.
To succeed in this role, you have:
  • A minimum of 5 years of work experience at a manager level or above in learning, organizational development or equivalent.
  • Minimum 5 years of formally managing/mentoring and developing others; direct or indirect reports. Coaching/mentoring certification is preferred.
  • Preference given to candidates who can demonstrate experience working with Disney Institute courses, adapting them to their workplace and a deep understanding of their model.
  • Will be required to share examples of your curriculum designs and explain your leadership role in their completion
  • Deep experience in delivering learning through a variety of channels, with a strong emphasis on learning through coaching/mentoring, self-awareness exercises and facilitating developmental discussions with staff.
  • Strong consulting skills including selling training services.
  • A proven ability to influence thought leaders, gather buy-in for and deliver enterprise wide strategic learning programs
  • Superior project management, presentation and facilitation skills
  • Strategic thinking and innovation capabilities
  • Demonstrated commitment to personal development and lifelong learning
  • University degree or higher preferred; specialty certification in adult education preferred
  • Availability to travel globally as required.
Our story:
Oxford Properties Group connects people to exceptional places, and is the owner, developer and manager of some of the world’s best real estate assets. Established in 1960, it manages approximately C$60 billion of assets across the globe on behalf of its co-owners and investment partners. Oxford’s portfolio encompasses office, retail, industrial, hotels and multifamily residential and spans more than 100 million square feet in global gateway cities across four continents. A highly disciplined and thematic investor, Oxford invests in properties, portfolios, development sites, debt, securities and platform opportunities across the risk-reward spectrum. With its global headquarters in Toronto, Oxford operates out of over 15 regional offices including New York, London, Luxembourg, Singapore and Sydney. Its long-term approach to real estate investment aligns Oxford’s interests to its customers and the communities in which it operates. Oxford is owned by OMERS, the defined benefit pension plan for Ontario's municipal employees.

OMERS is committed to having a workforce that reflects the communities in which we live and work. Diversity and Inclusion at OMERS means we respect and value the broadest range of experiences, geographies, gender, ethnicities and perspectives as key elements of our culture. We are an equal opportunity employer committed to a barrier-free recruitment and selection process. If contacted for an employment opportunity, please advise if you require accommodation.