Job Description
The Senior Vice President of Experience (SVP, Experience) is an executive leader responsible for shaping and executing the company’s end-to-end tenant, client, employee, and visitor experience strategy across a large commercial property portfolio. This role drives operational excellence, hospitality standards, service innovation, and brand consistency to enhance tenant satisfaction, retention, property value, and overall portfolio performance.
Experience Strategy & Leadership
- Develop and lead the enterprise-wide experience strategy aligned with company growth objectives and brand positioning.
- Establish service standards and operational frameworks that create exceptional tenant and client experiences across all properties.
- Build a hospitality-driven culture focused on responsiveness, professionalism, and proactive service.
- Serve as executive sponsor for tenant experience initiatives, workplace experience programs, and service innovation projects.
Tenant & Client Experience
- Oversee programs that improve tenant satisfaction, retention, engagement, and loyalty.
- Design and implement premium tenant services, amenities, events, and communications strategies.
- Monitor tenant feedback, surveys, Net Promoter Score (NPS), and service metrics to identify improvement opportunities.
- Partner with Leasing teams to support tenant attraction and renewal efforts through differentiated experience offerings.
Property Operations Integration
- Collaborate with Property Management and Facilities teams to ensure seamless delivery of building operations and hospitality services.
- Standardize service delivery processes and operational best practices across regional portfolios.
- Drive continuous improvement initiatives related to work order response times, building communications, onboarding, and issue resolution.
- Support ESG, wellness, sustainability, and smart-building initiatives that enhance occupant experience.
Experience Operations & Technology
- Lead implementation and optimization of tenant experience platforms, CRM systems, mobile apps, and digital engagement tools.
- Utilize analytics and operational reporting to improve service performance and operational efficiency.
- Identify emerging trends in workplace experience, hospitality, and commercial real estate technology.
Team Leadership & Organizational Development
- Lead and mentor experience, hospitality, tenant engagement, and training teams across multiple regions.
- Develop talent strategies, training programs, and service excellence initiatives for frontline and management employees.
- Foster cross-functional collaboration between operations, leasing, engineering, security, and corporate functions.
Financial & Business Performance
- Develop and manage departmental budgets and vendor relationships.
- Evaluate ROI of experience initiatives and operational investments.
- Support revenue growth through tenant retention, occupancy improvement, and premium service offerings.
- Present experience strategy and performance updates to executive leadership, ownership groups, and clients.
- Bachelor’s degree in Business, Hospitality, Real Estate, Operations, Marketing, or related field required; MBA preferred.
- 15+ years of leadership experience in commercial real estate, hospitality, workplace experience, customer experience, or property operations.
- Executive-level experience managing large, multi-site operations or portfolios.
- Strong understanding of commercial property management operations and tenant relations.
- Proven success leading customer/tenant experience transformation initiatives.
- Experience implementing service standards, operational processes, and technology platforms at scale.
- Exceptional leadership, communication, and stakeholder management skills.
- Data-driven mindset with strong operational and financial acumen.
