JLL supports the Whole You, personally and professionally.
Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.
JLL Experience Services team members are “experts who create value through lasting partnerships.” At JLL, it is our goal to provide workplace experiences that will be long remembered by our clients. We set the standard for superior experiences for our clients and our teams.
Job Summary
The Workplace Experience Lead is expected to provide superior client service while upholding core values of teamwork, ethics, and excellence. They play a crucial role in helping their team and clients achieve their ambitions and aspirations. By creating an engaging and positive workplace experience, the Experience Services Manager contributes to the overall success and perception of the client's organization.
The role is responsible for overseeing all aspects of experience-focused services on accounts. They develop and implement a comprehensive strategy for soft services, amenity programming, customer experience training, and operations. These experiences serve as distinct factors that influence how our client's organization is perceived and valued, thereby positively impacting the workplace experience for both their employees and guests. This includes managing services such as reception/guest services, Housekeeping, meetings & events, mail, environmental and other high-touch employee services. This is a high-visibility, client-facing role where you'll exceed expectations daily by blending outstanding service delivery with innovative technology and sustainable practices. If you thrive on delivering excellence across multiple service disciplines simultaneously, this dynamic position is your opportunity to make an immediate impact.
Job Responsibilities
Collaborate with account leadership and client stakeholders across the organization to align on the workplace experience vision and desired outcomes.
Create detailed and actionable business plans that outline specific goals, strategic initiatives, timelines, resources needed, and the necessary steps to achieve them.
Effectively execute and monitor the success of the Business plan by collaborating with cross-functional teams, coordinating efforts, providing guidance, and facilitating communication among team members to ensure the smooth implementation of strategies.
Monitor and measure the progress and impact of strategic initiatives, tracking key performance indicators (KPIs), and analyzing data to assess the effectiveness of the strategies. This includes making adjustments and recommendations based on the results to continuously improve.
Manage the Experience and soft Services operations, ensuring that all processes, procedures, and systems are aligned across the account, and making necessary adjustments to optimize operations.
Establish and maintain relationships with external vendors, service providers, and consultants to support workplace programs and projects.
Ensure compliance with JLL and client Health, Safety, Environment and Risk Management policies across all operational areas and maintain current knowledge of relevant regulations for all team members and contractors.
Stay informed about industry trends, emerging technologies, and best practices to identify opportunities for service enhancements and stay ahead of the competition.
Develop and monitor workplace budgets, ensuring cost-effective solutions and managing expenses in accordance with financial guidelines.
Build and nurture positive relationships with team members, colleagues, and stakeholders. Foster open and transparent communication, actively listen to others' perspectives, and demonstrate empathy and respect in all interactions.
Oversee reception operations to ensure professional first impressions, exceptional wayfinding assistance, world class service throughout the facility, and seamless coordination of light meeting logistics including room setup, technology support, and refreshment co-ordination.
Demonstrate effective leadership by setting the example through actions and behaviours. Show integrity, accountability, and professionalism while fostering a positive, inclusive, and ethical work environment.
Lead and mentor a team of workplace professionals, providing coaching and professional development opportunities.
Develop and implement customer experience and upskilling training plans that enable exceptional service delivery across the campus.
Establishes and maintains sound management guidelines for appropriate staffing levels in accordance with client service level agreements and operating days.
Set goals and expectations for direct reports using the performance review process and hold the team accountable for successful performance.
Clearly communicate performance expectations, standards, and metrics to team members. Outline what success looks like and explain how their performance will be evaluated.
Ensuring Exceptional Customer Service
Seek feedback from clients, stakeholders, and end-users to understand satisfaction levels and identify areas where service performance can be enhanced. Use the feedback to drive improvements and exceed customer expectations.
Anticipate and respond to the needs and concerns of client stakeholders and transform problems into opportunities.
Proactively identify and escalate risks and issues at the account level (audit findings, client complaints, material vendor service issues, and any impact on the Account KPIs)
Encourage teamwork and collaboration within the team, promoting a culture of shared success and joint accountability. Facilitate opportunities for team members to work together, exchange knowledge, and support each other.
Engage in a culture of continuous improvement and innovation by leveraging business intelligence, adopting, and participating in the development of best practices at the Experience Services platform level including new tools, process re-engineering, and other innovations that provide service delivery improvements.
Qualifications
Bachelor’s degree in hospitality or related field.
10+ years prior experience in Soft Services, Facility Management or Operations, and/or knowledge of commercial real estate or hospitality industry, preferred.
Proven leadership skills with the ability to manage multiple priorities and deliver results in a fast-paced heavily matrixed environment.
Track record of initiative, integrity, and good judgment.
Strong analytical/financial aptitude.
Ability to gather data, assess situations, and quickly develop solutions.
Highly collaborative with strong interpersonal skills.
Excellent verbal and written communication skills with the ability to communicate professionally.
Proficient skills in Microsoft Office Suite (Excel, Work, PowerPoint, Outlook) and AI tools
If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. We’re interested in getting to know you and what you bring to the table!
Personalized benefits that support personal well-being and growth:
JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.
About JLL –
We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.
Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.
Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.
