Welcome Experience Manager & Deputy National Welcome Lead

About the role

We are seeking a passionate leader with experience in workplace experience, guest services or hospitality to manage Welcome Services at a flagship London location and support national delivery across London, Birmingham and Belfast.

Key responsibilities

• Lead, motivate and develop a high‑performing Welcome Experience team, overseeing recruitment, onboarding, training and performance management.
• Own Welcome Services at the site, ensuring exceptional visitor, client and colleague experiences across reception, meeting rooms, lounges and event spaces.
• Build strong relationships with senior stakeholders and coordinate with Workplace Solutions, Catering, IT, AV, Cleaning and Security teams.
• Support the national Welcome Services strategy, assist with operational planning, drive service improvement and produce performance reports.
• Promote health and safety culture, manage risk assessments, audits and emergency preparedness.

Required profile

• Proven experience leading customer‑facing teams in workplace experience, corporate hospitality or luxury environments.
• Strong people‑management, coaching and performance‑management capabilities.
• Excellent stakeholder management and relationship‑building skills.
• Experience developing high‑performing service cultures and maintaining SOPs.
• Proficiency in Microsoft 365 and workplace technology systems.
• Knowledge of HR processes and employee relations.
• Ability to thrive in a fast‑paced, evolving environment.
• Desirable: multi‑site operational management, events management, transformation project experience, health & safety qualifications.

What we offer

• Lead Welcome Services within a flagship corporate environment.
• Influence service delivery across multiple locations and shape national standards.
• Opportunity to build relationships with senior business stakeholders.
• Develop and lead a high‑performing team.
• Drive innovation, continuous improvement and operational excellence.