Global Communications Coordinator

Job Summary

Working as the Global Communications Coordinator, you will be responsible for shaping the story for Workplace Experience amenities and operations, sharing the value to our customers and clients, and connecting our operators to information to drive excellence. This role acts as communications point of contact for the Workplace Experience team, reports to the Global Workplace Experience & Food Lead, and partners with clients to deliver integrated communications on Workplace activities at a site level, supporting account initiatives by driving consistent implementation and delivery. A key aspect of this role is engagement, interfacing with our guests and customer population to understand their needs and opportunities to further drive awareness to increase participation within Workplace Services.

Job Responsibilities

• Support a guest and customer base that is aware of Workplace Experience initiatives, services and the value they bring.

• Support program strategy, scope, goals, and deliverables that drive client's objectives in collaboration with senior executives, team members, and field operations.

• Develop, maintain, and promote an annual Workplace Experience marketing calendar for pertinent services, partnering with operations managers

• Conducts Team meetings with Regional and Site Team Members to discuss current objectives. Prepares agendas and conducts training sessions and presentations on issues regarding communication, voice of customer, and overall Experience initiatives.

• Promote - where appropriate - events calendar to provide internal awareness of on-site events

• Data management, dashboard maintenance and training where needed

• Ensure trusted data capture for all Workplace services on a timely basis to allow reporting and measurement

• Support KPI analysis and insights to share with operations managers

• Maintain Workplace Experience SOPs and reference library

• Maintain Workplace Experience Sharepoint sites

• Lead compliance and audit of all Workplace Experience information points (Playbooks, SOPs, Sharepoint, etc.)

• Develop and lead Workplace Experience training modules as required, train the trainer programs where needed to ensure the necessary skills and knowledge is delivered across the Workplace Experience footprint

Ensuring Exceptional Customer Service

• Anticipation and response to the needs and concerns of multiple clients and transform problems into opportunities

• Maintain company Brand cohesion across all digital and print marketing and internal reporting

• Create initiatives to increase community engagement partnerships with company BRGs and other effective employee outreach to drive awareness and participation

• Shares plans to take corrective action based on KPI and survey results with client leadership

• Engage in a culture of continuous improvement and innovation by leveraging business intelligence, adopting, and participating in the development of best practices at the IFM platform level including new tools, process re-engineering and other ideas that provide service delivery efficiencies

• Staying updated on industry trends, best practices, and emerging technologies to drive innovation and enhance the guest experience. Regularly seeking feedback and implementing new strategies to improve program offerings

• Perform additional job duties, as requested

Knowledge, Skills & Abilities

• Bachelor's Degree, or master's degree, preferred, or equivalent combination of education and experience.

• Minimum of ten years progressive experience in communications and marketing, especially with multi-unit foodservice / hospitality industry experience.

• Proficiency in social media platforms, digital content creation, video editing, and content management systems

• Ability to work with clients at all levels of an organization

• Strong background in a leadership role with exposure to contract management, customer service, people development, food services, etc.

• Exhibits strong communication, presentation and listening skills.

• Exhibits initiative, responsibility, flexibility, and leadership.

• Must have strong analytical skills.

• Able to adapt in a fast-paced working environment and versatile in meeting client changing needs and requirements

• Proficient in the use of Windows based office software including but not limited to Microsoft Office, Word, Excel, PowerPoint, and Outlook.