Digital Operations Manager - Asia

ABOUT THE ROLE

Reporting to the Host powerder by VTS Global Technical Operations Lead the Digital Operations Manager shares assigned responsibilities for Host Client Relationships, Implementations of Host Technology projects across Asia. In this client-facing role, the successful candidate will manage all Asian Host powered by VTS implementations from client kick-off through to launch, hyper-care and going adoption and utilisation optimisation. Working alongside the regional CX & Product Integrations Lead, you will be responsible for the ongoing configuration of our established platforms to enhance our experience services offering and digital implementations. You are comfortable facilitating client workshops and making recommendations based on the results. And you have a mind for marketing and understand how promotions and initiatives can be created with a customer centric approach to ensure optimal success.

In this role you will work closely with the client as well as our regional Property Management teams, our global Product Team, and our technology partners to assist with solutioning and finalisation of deliverables. We are looking for someone with previous experience running complex projects with many stakeholders. Experience with SaaS B2B products within Commercial Real Estate would be highly desirable. You will have diverse and dynamic skill set, proactively engaging with project stakeholders, to understand client needs and company objectives and coordinating the technical implementation of Host powered by VTS with clear accountability between all parties to ensure smooth delivery.

The role will include an element of travel to support the implementation, launch or ongoing operations of the platform where necessary. People and culture are a key priority for Host and CBRE and being able to have a positive attitude within the broader Host community will be integral to this role.

WHAT YOU WILL DO

• Manage as required regional implementations and customer success for Host technology.
• Define and maintain clear statements of works and project plans, ensuring that project team members remain aligned with project goals, objectives, and deadlines.
• Monitor and report on project progress and identify and escalate risks and issues where required to ensure project transparency.
• Report on implementation and launch both internally to all company levels and to the client throughout the project.
• Publish success stories, usage metrics and insights from client implementations.
• Assess client needs and wants to identify best practice solutions and technical configuration
• Advocate for the client, within CBRE and with third-party services and technology partners.
• Provide level 1 and level 2 platform support as required
• Provide feedback to the Host Product platforms team to continue to evolve the services on offer.
• Work closely with the sales team during the pitching process where required.
• Assist with designing and implementing technical and service-oriented solutions for the client.
• Work with service and technology partners to develop or customise tools to meet project objectives and client requirements.
• Maintain relationships with third-party services and technology partners.
• Collaborate with the platform design team to determine the best branding experience for client applications.
• Creation of content and process maps, advising on marketing initiatives and relating them back to digital process flows.
• Training of client project and customer experience teams on platform operations.
• Perform site visits where required to ensure an optimum implementation plan is in place, or support configuration, testing and launch.
• Design and conduct research programs to better understand client needs. Develops performance indicators, rhythm of business, client specifications and methodology for performance management and continuous improvement.and Hospitality Sectors.

WHAT YOU WILL NEED

• 5+years of experience in project management, digital delivery, business development and/or marketing background.
• Bachelor's degree and/or equivalent, professional training, and/or certifications.
• Proactive, communicative, organized, collaborative, and personable with a track record of working successfully across teams.
• Excellent writing and verbal communication skills.
• Experience in data analytics and/or content production
• Experience with process improvements and creation
• Strong interpersonal skills, both written and verbal.
• Detail-oriented with a focus on documentation and processes
• Must possess strong communication skills with the ability to engage, motivate and negotiates with stakeholders at all levels.
• Ability to comprehend, analyse, and interpret the most complex business documents. Strong organisation, planning and problem-solving skills.
• Ability to make effective and persuasive presentations on complex topics to clients, top management and/or public groups.
• Ability to uncover challenges and solve client problems using negotiation and EQ skills.
• Ability to respond effectively to the sensitive issues.
• Carry out tasks autonomously with the ability to prioritise work based on the provided knowledge.
• Superior attention to detail and ability to remain task focused.
• Have a positive attitude and a strong sense of urgency in resolving any issues that may arise.
• Proficient with Microsoft Office Suite products such as Word, Excel, PowerPoint, SharePoint, OneNote, Outlook, etc.
• Comfortable with embracing operational standards and new technologies and digital tools such as Apps, databases, financial management, work order management, social networking, cloud technologies, handheld mobile technologies and applications, and communications.

Why CBRE

When you join CBRE, you become part of the global leader in commercial real estate services and investment that helps businesses and people thrive. We are dynamic problem solvers and forward-thinking professionals who create significant impact. Our collaborative culture is built on our shared values - respect, integrity, service and excellence - and we value the diverse perspectives, backgrounds and skillsets of our people. At CBRE, you have the opportunity to chart your own course and realize your potential. We welcome all applicants.

Applicant AI Use Disclosure

We value human interaction to understand each candidate's unique experience, skills and aspirations. We do not use artificial intelligence (AI) tools to make hiring decisions, and we ask that candidates disclose any use of AI in the application and interview process.

OUR VALUES IN HIRING

At CBRE, we are committed to fostering a culture where everyone feels they belong. We value diverse perspectives and experiences, and we welcome all applications.