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 over 2 million daily customers.
Working as a function of the marketing team, reporting to the Marketing Manager at Upper Canada, and working alongside both the Upper Canada & Hillcrest marketing teams, national retail marketing team, brand managers, tourism & digital communication teams, the Digital Guest Experience Representative will be committed to providing an exceptional digital guest and brand experience, while ensuring every guest interaction is carried out in a professional, courteous and efficient manner.
As a member of this team, you will be responsible for:
Customer Response Management
Delivering daily exceptional service and customer response management through website and social platforms, while providing call-to-cation at the end of all conversations
Website
Collaborating with the Marketing Manager and National Retail Marketing team to ensure timely website updates and content audits at Upper Canada and Hillcrest. Website updates to include, but not limited to content, job listings and promotions
Ensuring content accuracy for both shopping entre websites
Quality Assurance for retail product search platform (Search, Find, Shop) at Upper Canada and Hillcrest
Social Media Responses
Working with the Marketing Manager & National Retail Marketing team to schedule and post content, stories & updates on social channels for both centres
All day-to-day responses and customer engagement opportunities on social media; Facebook, Instagram & twitter at Upper Canada & Hillcrest
Following crisis management protocol to identify comments to be escalated to Marketing Manager & Marketing Specialist
Mapping & Online Reviews
Responding to all comments and online reviews of shopping centres to include, but not limited to Google, Yelp and Trip Advisor
Following crisis management protocol to identify comments to be escalated to Marketing Manager & Marketing Specialist
Updating store hours, and ensure mapping information is correct
Conducting shopping centre mapping updates and regular audits of in-centre accuracy at both Upper Canada and Hillcrest
Shopping Centre Digital Screens & Maps
Managing the reporting of property specific issues that include logging ticket requests and following up
Content management system updates on centre maps for both centres
Other
Supporting with guests and/or team concerns including documentation, timely follow-up and notifying relevant departments to ensure the guests/team members satisfaction
Ensuring all Oxford Service Excellence standards are being followed and met through every interaction, every day
Assisting/leading various on-site projects that intercept with the overall digital customer experience
Supporting site teams with executing promotional offers and online accuracy to better serve customers
To success in this role, you have:
A college diploma/university degree with a focus in digital communication, hospitality, marketing communications, or a related program
2-3 years of experience in a customer service and/or hospitality related industry
Proficiency in digital communications and a strong understanding of social media channels
Proficiency in computer skills and a willingness to learn new software
A positive attitude and a passion for providing exceptional guest experiences
The ability to effectively communicate and build rapport with the Guest Experience centre teams, as well as retailers, management, national retail marketing team and service providers
The ability to thrive in a fast-paced environment, with the capacity to problem-solve, multi-task and pivot as required, while maintaining a high-level of professionalism
Strong written and verbal communication skills
Conflict resolution and management skills
Effective organizational and time management skills
Flexible availability (required for this role)
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. We are an equal opportunity employer committed to a barrier-free recruitment and selection process. At OMERS inclusion and diversity means belonging. How we create a sense of belonging is through our employees and our vast network of Employee Resource Groups. Whether you are passionate about gender, pride, or visible minorities, we have groups that are focused on making a difference in all of our lives.
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 over 2 million daily customers.
Working as a function of the marketing team, reporting to the Marketing Manager at Upper Canada, and working alongside both the Upper Canada & Hillcrest marketing teams, national retail marketing team, brand managers, tourism & digital communication teams, the Digital Guest Experience Representative will be committed to providing an exceptional digital guest and brand experience, while ensuring every guest interaction is carried out in a professional, courteous and efficient manner.
As a member of this team, you will be responsible for:
Customer Response Management
Delivering daily exceptional service and customer response management through website and social platforms, while providing call-to-cation at the end of all conversations
Website
Collaborating with the Marketing Manager and National Retail Marketing team to ensure timely website updates and content audits at Upper Canada and Hillcrest. Website updates to include, but not limited to content, job listings and promotions
Ensuring content accuracy for both shopping entre websites
Quality Assurance for retail product search platform (Search, Find, Shop) at Upper Canada and Hillcrest
Social Media Responses
Working with the Marketing Manager & National Retail Marketing team to schedule and post content, stories & updates on social channels for both centres
All day-to-day responses and customer engagement opportunities on social media; Facebook, Instagram & twitter at Upper Canada & Hillcrest
Following crisis management protocol to identify comments to be escalated to Marketing Manager & Marketing Specialist
Mapping & Online Reviews
Responding to all comments and online reviews of shopping centres to include, but not limited to Google, Yelp and Trip Advisor
Following crisis management protocol to identify comments to be escalated to Marketing Manager & Marketing Specialist
Updating store hours, and ensure mapping information is correct
Conducting shopping centre mapping updates and regular audits of in-centre accuracy at both Upper Canada and Hillcrest
Shopping Centre Digital Screens & Maps
Managing the reporting of property specific issues that include logging ticket requests and following up
Content management system updates on centre maps for both centres
Other
Supporting with guests and/or team concerns including documentation, timely follow-up and notifying relevant departments to ensure the guests/team members satisfaction
Ensuring all Oxford Service Excellence standards are being followed and met through every interaction, every day
Assisting/leading various on-site projects that intercept with the overall digital customer experience
Supporting site teams with executing promotional offers and online accuracy to better serve customers
To success in this role, you have:
A college diploma/university degree with a focus in digital communication, hospitality, marketing communications, or a related program
2-3 years of experience in a customer service and/or hospitality related industry
Proficiency in digital communications and a strong understanding of social media channels
Proficiency in computer skills and a willingness to learn new software
A positive attitude and a passion for providing exceptional guest experiences
The ability to effectively communicate and build rapport with the Guest Experience centre teams, as well as retailers, management, national retail marketing team and service providers
The ability to thrive in a fast-paced environment, with the capacity to problem-solve, multi-task and pivot as required, while maintaining a high-level of professionalism
Strong written and verbal communication skills
Conflict resolution and management skills
Effective organizational and time management skills
Flexible availability (required for this role)
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. We are an equal opportunity employer committed to a barrier-free recruitment and selection process. At OMERS inclusion and diversity means belonging. How we create a sense of belonging is through our employees and our vast network of Employee Resource Groups. Whether you are passionate about gender, pride, or visible minorities, we have groups that are focused on making a difference in all of our lives.