Digital Guest Experience Representative - Upper Canada & Hillcrest

OMERS - Upper, 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 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


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


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.