CX Procurement and Supply Chain Lead

Job Description

An exciting opportunity has arisen for a CX Procurement and Supply Chain Lead to join the team at GPE. We are a highly respected central London property investment and development company quoted on the London Stock Exchange. The Company, which employs around 160 people, owns around £2.9 billion of real estate – primarily commercial but also retail; and a small amount of residential - 100% in central London with a rent roll of approx. £100 million per annum. The business focuses on acquiring, managing and repositioning properties – to unlock their full potential and value. This approach, combined with successful reading of the real estate market, continues to deliver great performance for shareholders and makes for a dynamic environment in which to work.

GPE have implemented a change programme, to move away from a traditional landlord operating model to a modern customer focused model, evolving the way we do business to meet (and exceed) customers’ changing needs. The business sees this an opportunity to differentiate itself, build a brand, create a competitive advantage and retain our customers

.

Job Requiremen

tsReporting to the CX Director, you will be someone who enjoys change and people management, and naturally looks for opportunities to improve and evolve our approach with a focus on customer experience, team culture and continuous improvemen

t.

Job Responsibilit

• iesSupply-chain and procurement strategy for CX-owned contracts (including cleaning, reception, security, security systems, plants/landscaping, window cleaning, catering, pest control): Understand the demands of GPE growth and create a strong, commercially focussed, best-in-class procurement and contract management strategy and execute upon it, ensuring it’s fit for purpose as the portfolio changes over t
• imePortfolio-wide contract oversight: Ensure all contracts under the CX remit (all operational building-related contracts bar M&E and lifts) are operating well and delivering the level of service required. Work with Heads of CX department to understand demands and ease customer pain-points. Provide cost forecasting and reporting to CX team. Periodically produce a service partner update report/presentation for Executive team to keep them appraised of performance/costs/chan
• gesStrategic contract management: provide a leadership role for service partners ensuring their approach and output is appropriate for GPE’s needs across all products (RtF, Fitted, Fully Managed and Retail). Identify opportunities for cost savings/revenue generation through service partners. Periodically complete contract deep-dives to ensure service partner adherence to contract obligatio
• ns.Team leadership and line management: This role has one direct report (Senior Central Services Manager) but will be expected to gain the respect of key internal stakeholders and influence over the entire CX team. Work with broader CX team to identify and resolve bottlenecks or inefficienc

ies

Key competen

• ciesInterpersonal and influencing sk
• illsStakeholder Engagement: Become a valuable part of the CX team through demonstrating a deep knowledge of procurement and contract management and showing a genuine and proactive interest in driving positive service outcomes for GPE, our customers and our service partners al
• ike.Cross-Functional Collaboration: Working with the CX team and across other GPE departments i.e. finance and legal, to align on service needs with clear communication and influe
• nce.Negotiation & Persuasion: Securing commercial and operational terms that serve both GPE’s goals and service partner sustainabil
• ity.Commercial and service delivery ac
• umenService-Level Management: Deep understanding of SLAs, KPIs, and performance frameworks (i.e. risk/rew
• ard)Cost-to-Service Optimization: Balancing service quality with cost efficiency and commercial value to drive service charge budgets/fully managed OPEX down, and make related recommendations to the CX Director and the HoDs CX RtF and Fully Mana
• ged.Contract Economics: Understand how pricing models (e.g., fixed-fee, gainshare, output-based) affect contract performance and recommend the most appropriate type for each service cont
• ractContract Management and govern
• anceLifecycle Management: Overseeing and managing, at portfolio level, CX-owned contracts from sourcing through performance monitoring to renewal or exit ensuring contracts are always aligned with GPE’s g
• oalsRisk Allocation & Mitigation: Structuring contracts to address service delivery risk, continuity risk, and reputational r
• isk.Change Control & Variations: Managing scope changes, contract amendments, autopayment schedules and escalation processes effectively, and ensuring all relevant documentation is stored on
• CRM.Service Partner relationships and performance manage
• mentGovernance: establishing governance models, review meetings, and reporting cyc
• les.Strategic service partner management: Developing collaborative partnerships that foster continuous improvement and innovation, including through the ongoing management and development of the quarterly Service Partner F
• orumDispute Resolution: Navigating and resolving service-level failures, contract breaches, and commercial disagreeme
• nts.Strategic sourcing and procurement plan
• ningMarket Knowledge: Understanding trends and best practices in outsourced service delivery markets, including seeking ‘social impact’ enterprises to add depth to our service offer
• ing.Competitive Tendering: Running RFPs, evaluating service capabilities, and conducting due dilige
• nce.Analytics and performance ins
• ightCost Benchmarking: Comparing outsourced services against market rates and internal benchma
• rks.Contract Compliance Monitoring: Tracking service partner adherence to legal, regulatory, and operational obligati
• ons.Change manage
• mentAble to influence cross-functional teams and drive change without direct autho
• rityAnalytical mindset with the ability to interpret data and convert insights into ac

tion

Personal attri

• butesHigh degree of professionalism and integrity and is able to exercise ethical judg
• ementTakes responsibility and inspires others by setting high standards and by showing passion and commit
• ment.Curiosity and Innovation - Willing to consider and experiment with new ways of doing things. Encourages others to put forward new i
• deas.Must have the energy and ability to handle a large and varied wor
• kloadMust be able to ‘see the big picture’, understand strategy, and assist in its implement
• ationThrives in a deadline driven, fast-paced environment where no two days are the same; ability to work under pressure, prioritise effectively and meet dead
• linesComfortable leading on and being accountable for teams and pro
• jectsMust have a charismatic but warm, approachable, collegiate app
• roachTenacity – Constantly and consistently pushing self and others for results – can be counted on to see things thr
• ough.Shows consideration for the opinions of others, even if they are different t
• o ownWorks flexibly and cooperatively as part of a

team

Experience & Critical Skill Re

• quiredMinimum 5 years’ experience in a similar or related senior management role in fast paced enviro
• nmentsExcellent communication and interpersonal skills required; the ability to listen and empathise with customers, colleagues and service partners. Must be able to influence at all
• levelsOperational knowledge and experience within a similar in
• dustryProven ability to problem solve and multi task, should enjoy challenges and solution f
• indingThe ability to communicate successfully to a varied stakeholder group across all levels
• of GPEMust be able to build relationships and personal credibility within the team, the business. Should be a positive influence and lead by e
• xampleStrong personal organisation skills; be self-directed and able to use own initiative to progress tasks/acti
• vitiesExperience of managing budgets, and providing a level of ongoing financial repo
• rting.IOSH or NEBOSH des

irable

Live by and exemplify our Company Values (non-nego

• tiable)We value every c
• ustomerDemonstrated by adding value, keeping our word, listening, energy, and flexi
• bility.We achieve more t
• ogetherDemonstrated by collaboration, support, challenge and contr
• ibutionWe are committed to exc
• ellenceDemonstrated by diligence, focus, an
• d prideWe are open a
• nd fairDemonstrated by inclusion, open-mindedness, and trans
• parencyWe embrace oppo
• rtunityDemonstrated by energy, forward-thinking, and b

oldness

Job

• BenefitsHybrid Working (3 days in
• office)Competitive Remu
• nerationShare Incent
• ive PlanSupportive Annual Leave
• PoliciesAttractive Pension
• SchemesEnhanced Parental Leave
• and PayPrivate Medical I
• nsurancePrivate Dental I
• nsuranceAnd man

y others

At GPE, we are committed to diversity and inclusion. We believe that diversity gives us strength. Collecting diversity data allows us to measure the effectiveness of our efforts and ensure our hiring procedures are fair and equitable for all. Providing this information is voluntary and remains confidential. This data is anonymised and only used to assess the diversity of our applicant pool. It will not influence hiring decisions in

any way.

As a Disability Confident employer, we will ensure that a fair and proportionate number of disabled candidates who meet the minimum criteria for this position will be offered an interview. Moreover, we will ensure that reasonable adjustments are made for applicants during the recruiting process. We encourage candidates to confirm any requirements that we can reasonably fulfil to make the application process a positive experience for all c

andidates.