Asset Experience Manager – Community Deputy

Overview

In this role you support and mentor the Asset Experience Manager community, ensuring steady leadership and delivery of high‑quality property operations. You work closely with the Lead Asset Experience Manager to guide team development and handle complex matters. You act as a senior operational advisor, shaping client service and strategic decisions for a portfolio of commercial assets. This role combines people leadership with hands‑on management to drive service excellence and client value in a London environment.

Responsibilities

• Provide line management and escalation support for direct reports within the community
• Mentor less experienced Asset Experience Managers and develop capabilities
• Deputise for the Lead Asset Experience Manager to ensure continuity of leadership
• Contribute technical expertise to strengthen team capability and service delivery
• Support knowledge sharing and drive continuous improvement within the community
• Collaborate with the Royal London asset manager to set strategy and manage relationships
• Serve as primary client relationship owner for day‑to‑day operations and customer relations
• Manage financial accountability, service charges, and supplier payments
• Oversee lease queries handling, compliance, and coordination with advisers
• Lead site‑level supplier and contract management, including PPM and reactive works
• Support H&S, compliance, ESG initiatives, and sustainability reporting
• Utilise technology tools to improve efficiency and output quality
• Conduct regular property inspections and report findings
• Support transitions, due diligence, and portfolio disposals as needed
• Coordinate with internal teams to maintain risk management and business continuity

Key requirements

• Proven experience in line management and coaching of property professionals
• Ability to lead and embed operational changes and new processes
• Experience working across multiple teams to drive consistency and share best practices
• Strong judgment in issue escalation and resolution pathways
• Expert knowledge of commercial property management across asset types
• Strategic portfolio planning and risk management in property contexts
• Expert-level knowledge of RICS standards and their application
• Understanding of regulatory frameworks, health & safety legislation, and ESG requirements
• Familiarity with property management technologies and reporting systems
• Strong interpersonal and communication skills with the ability to manage up/down/peer relationships

• Inspiring and developing high‑performing teams
• Effective communication and stakeholder management
• Empathy and conflict resolution
• RICS standards expertise
• Building systems knowledge and maintenance planning
• Regulatory compliance governance

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