Purpose of the Role
The Occupier Experience and Relationships Manager will lead the day-to-day relationship with commercial occupiers across the Battersea Power Station Estate, creating trusted partnerships and ensuring occupiers feel informed, valued and connected to the wider destination.
Acting as the principal relationship contact, the role will develop a detailed understanding of each occupier’s business, priorities and experience of the estate. It will translate that insight into clear relationship plans, targeted engagement and coordinated action across the Estate Management team and its service partners.
The role will own the quality of occupier relationship data and contact planning, using CRM tools, feedback and performance measures to identify themes, anticipate needs and improve the occupier journey. Although the role will work closely with operational and technical teams, its focus is relationship management and experience rather than direct building or facilities management.
As a visible ambassador for Battersea Power Station and Savills, the postholder will help build an engaged commercial community and bring the estate’s vision, values and SPIRIT culture to life.
Key Responsibilities
o Act as the principal relationship contact for commercial occupiers, building trusted, proactive and professional partnerships.
o Develop and maintain an occupier relationship plan for each business, including stakeholder mapping, priorities, engagement activity, risks and opportunities.
o Maintain accurate and useful CRM records, ensuring contacts, interactions, actions, preferences and relevant business intelligence are captured consistently and in line with data-protection requirements.
o Establish a structured programme of occupier meetings, check-ins and business reviews, with clear agendas, actions, ownership and follow-through.
o Understand each occupier’s business, culture and operational priorities, using this insight to anticipate needs and tailor the support provided by the Estate team.
o Own the end-to-end coordination of occupier enquiries and concerns, engaging the appropriate operational, technical or service partner teams and keeping the occupier informed through to resolution.
o Act as the voice of the occupier within Estate Management, identifying recurring themes and presenting clear insight, risks and recommendations to the Senior Leadership Team.
o Measure occupier sentiment through regular feedback, surveys and relationship reviews; agree improvement actions and track their impact.
o Create and deliver an occupier engagement plan, including communications, networking, events, wellbeing, sustainability and community initiatives relevant to the commercial audience.
o Work closely with Marketing, Events and Guest Experience colleagues to produce timely, accurate and engaging occupier communications across appropriate channels and digital platforms.
o Support new occupier mobilisation, onboarding and key transition moments, ensuring a welcoming and well-coordinated experience from pre-arrival onwards.
o Help create connections between occupiers and the wider Battersea Power Station community, encouraging collaboration, participation and a strong sense of belonging.
o Promote estate services, amenities, initiatives and commercial opportunities where these add genuine value to occupiers and their employees.
o Work with occupiers to understand their ESG, wellbeing and social-value priorities and connect them with relevant estate programmes.
o Maintain close working relationships with the Property, Operations, Technical, Security, Reception and other service teams so that occupier commitments are clearly understood and delivered.
o Monitor relationship and experience measures, prepare concise reports and use insight to support business planning and continuous improvement.
o Represent the Battersea Power Station brand consistently, demonstrating professionalism, discretion and the behaviours associated with the SPIRIT culture.
o Maintain a visible presence across the commercial estate and attend occupier or estate events outside standard hours where reasonably required.
o Support occupiers in planning and delivering their own events across the estate, particularly within the Lightbox, coordinating with the relevant internal teams and service partners to help ensure a seamless and positive experience.
o Carry out other reasonable duties aligned with the purpose and seniority of the role.
o Skills, Knowledge and Experience
o Demonstrable experience in account management, customer relationship management, occupier engagement, hospitality, workplace experience or a comparable client-facing role.
o A natural relationship-builder with strong emotional intelligence and the confidence to engage credibly with stakeholders at all levels, including senior business leaders.
o Strong CRM discipline, with experience of maintaining accurate relationship records and using data and insight to shape priorities and actions.
o Excellent written and verbal communication skills, including the ability to adapt tone and content for different audiences.
o Proven ability to take ownership of issues, coordinate several teams and maintain clear communication through to resolution.
o Commercially aware, with the curiosity to understand occupiers’ businesses and identify opportunities that create mutual value.
o Experience designing or delivering engagement programmes, communications, events or community-building initiatives.
o Confident gathering feedback, analysing themes and turning insight into practical service improvements.
o Highly organised and proactive, able to manage competing priorities, maintain momentum and follow through on commitments.
o Calm, diplomatic and solutions-focused, with sound judgement and appropriate discretion when handling sensitive matters.
o Collaborative team player who can influence effectively without direct authority and build strong internal partnerships.
o A strong commitment to inclusive, accessible and consistently high-quality occupier experiences.
o Good digital capability, including Microsoft Office and CRM, engagement or workplace-app platforms.
o Experience within a premium mixed-use destination, commercial property, workplace or hospitality environment is desirable.
o An understanding of commercial property management, landlord and occupier responsibilities, ESG and health and safety is desirable, but the role does not require a technical facilities-management background.
o Educated to GCSE level or equivalent, including English and Maths; relevant professional training or qualifications in CRM, customer experience, marketing, hospitality or property are advantageous.
Working Hours - 9 – 5.30 Monday to Friday (flexibility for duty manager role cover including occasional weekends)
Salary - £60,000
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Please see our Benefits Booklet for more information.
