Workplace Experience Manager

• Full time
• Monday to Friday - 08:30-17:00 - flexibility required for events as required by the business
• Competitive per annum plus our Sodexo employee benefits package
• Opportunities for professional development

Workplace Experience Manager

London W1F 7HS

At Sodexo, we’re passionate about our people. We know that our teams are the key to delivering exceptional service and creating meaningful experiences for our clients, customers, and employees.

We are seeking a highly engaging, customer focused Workplace Experience Manager to lead the delivery of an exceptional, hospitality-led workplace experience within a global headquarters; setting the standard for service excellence and seamless operations.

This role is ideal for someone with a strong professional background in hotels, hospitality, restaurants, corporate hospitality or premium workplace services, who understands what outstanding customer service looks and feels like. You will bring external hospitality flair into the corporate environment, creating a welcoming, seamless and professional experience for employees, visitors and senior stakeholders.

Personality is key. We want someone who is naturally warm, confident and professional, who builds relationships effortlessly and makes people feel listened to and supported. You will be able to action a request quickly, identify what needs to happen and deliver a practical solution with minimal intervention or unnecessary complexity.

As a senior leader and deputy to the Workplace Experience Operational Lead, you will bring together reception, switchboard, mailroom, guest services, helpdesk and other workplace support functions into one cohesive, cross-trained team. You will create a culture where people work collaboratively, take ownership and consistently deliver a high-quality, customer-centric service.

Our approach is simple: One Team. Competitive. Decisive.

Key responsibilities

• Leadership, culture and team development
  • Lead, motivate and develop a multi-functional workplace services team, creating a positive, inclusive and high-performing culture.
  • Bring different service functions together, encourage colleagues to support one another across the operation and win as one.
  • Build a flexible, cross-trained team with the confidence and capability to respond to changing business needs.
  • Lead by example, demonstrating professionalism, approachability, accountability and a genuine passion for outstanding customer service.
  • Encourage creativity, initiative and decisive action, empowering colleagues to resolve issues at the right level.
• Exceptional hospitality and customer experience
  • Bring the service standards, attention to detail and personal touch associated with leading hotels, restaurants and hospitality environments into the workplace.
  • Create a welcoming and polished experience for employees, guests, visitors and C-suite stakeholders.
  • Be a visible, approachable presence who listens carefully, understands what people need and responds with clarity and confidence.
  • Quickly digest requests, assess priorities and coordinate the right response without unnecessary process, intervention or complexity.
  • Anticipate needs, resolve issues proactively and turn challenges into opportunities to improve the customer experience.
• Stakeholder management and communication
  • Develop strong, trusted relationships with senior stakeholders, including C-suite leaders, clients, employees and service partners.
  • Communicate clearly and confidently, adapting your approach to the audience and situation.
  • Understand business priorities and translate requests into practical, timely and effective service delivery.
  • Manage expectations, make sound decisions and take ownership of issues through to resolution.
  • Build a reputation as someone people can approach easily, rely on and trust to get things done.
• Operational excellence and continuous improvement
  • Oversee the day-to-day delivery of reception, switchboard, mailroom, guest services, helpdesk and wider workplace operations.
  • Maintain clear standard operating procedures, service standards, training plans and consistent ways of working.
  • Ensure compliance with health and safety requirements, operational policies and relevant service standards.
  • Monitor KPIs and SLAs, using feedback and performance data to identify opportunities for improvement.
  • Apply strong commercial awareness, balancing exceptional service with operational efficiency.
  • Demonstrate an in-depth understanding of food service operations and how hospitality services contribute to an integrated workplace experience.

What we're looking for

An established leader with the professional background, credibility and interpersonal skills to bring a complex workplace operation together.

You will ideally demonstrate

• 5-10 years professional experience in hotels, hospitality, restaurants, corporate hospitality, premium guest services or integrated workplace services.
• Significant experience in a senior workplace services, corporate hospitality, integrated facilities management, guest services or comparable operational leadership role.
• A proven track record of leading multi-functional teams in a demanding, customer-focused corporate environment.
• Exceptional stakeholder management skills, with demonstrable experience engaging and influencing senior leaders, including C-suite stakeholders.
• A strong track record of improving team cohesion and developing a culture of collaboration and shared accountability.
• Experience implementing cross-training and skills development programmes to improve team flexibility, resilience and service continuity.
• Strong operational knowledge of reception, switchboard, mailroom, helpdesk and guest services, alongside an in-depth understanding of food service operations.
• Experience developing SOPs, monitoring KPIs and SLAs, and driving continuous improvement.
• Strong commercial awareness, sound judgement and the ability to balance service quality with operational efficiency.
• Excellent communication, coaching and performance management skills.
• A proactive, solutions-focused approach, with the resilience to manage competing demands and remain calm under pressure.

We are looking for a leader who builds relationships naturally, acts decisively, bringing people together to deliver an outstanding workplace experience.

Why Sodexo?

• Working with Sodexo is more than a job; it’s a chance to be part of something greater.
• Belong in a company and team that values you for you. 
• Act with purpose and have an impact through your everyday actions.
• Thrive in your own way.

We also offer a range of perks, rewards and benefits for our colleagues and their families:

• Unlimited access to an online platform offering wellbeing support
• An extensive Employee Assistance Programme to help with everyday issues or life's larger problems, including legal and financial advice, support with work or personal issues impacting your wellbeing
• Access to a 24hr virtual GP Service
• Sodexo Discounts Scheme, offering great deals 24/7 across popular high street retailers (also open to friends and family)
• Save for your future by becoming a member of the Pension Plan
• Opportunities to enable colleagues to grow and succeed throughout their career at Sodexo, including a variety of learning and development tools
• Bike to Work Scheme to help colleagues to do their bit for the environment whilst keeping fit
• Sodexo UK and Irelands enhanced benefits and leave policies

A little more about Sodexo

At Sodexo, our purpose is to create a better every day for everyone to build a better life for all. As the global leader in services that improve the Quality of Life, we operate in 55 countries, serving over 100million consumers each day through our unique combination of On-Site Food and FM Services, Benefits & Rewards Services and Personal & Home Services.

We are committed to being an inclusive employer. We are a forces friendly employer. We welcome and encourage applications from people with a diverse variety of experiences, backgrounds and identities. We encourage our employees to get involved with our Employee Networks such as Pride, Sodexo Parents & Carers, Sodexo Disability, Ability network, SoTogether, Generations and Origins.

We’re a Disability Confident Leader employer. We’re committed to changing attitudes towards disability, and making sure disabled people have the chance to fulfil their aspirations. We run a Disability Confident interview scheme for candidates with disabilities who meet the minimum selection criteria for the job.

Click here to read more about what we do to promote an inclusive culture.

Ready to be part of something greater?

Sodexo reserves the right to close this advert early if we are in receipt of a high number of applications