Position Overview
Asset Experience Manager – Community Deputy (London, ENG, GB). Full‑time on site. The role combines line management, strategic oversight and hands‑on operational delivery for complex commercial property portfolios. You will manage a community of Asset Experience Managers, provide senior‑level support and ensure continuity of service excellence.
Key Responsibilities
- Community Support & Development
- Provide line management and day‑to‑day escalation support for designated direct reports.
- Act as senior advisor and mentor to less experienced Asset Experience Managers.
- Deputise for the Lead Asset Experience Manager during absences to maintain leadership continuity.
- Contribute specialised expertise and support knowledge sharing, best‑practice implementation and continuous improvement initiatives.
- Strategic Client & Asset Management
- Collaborate with Royal London asset manager to set strategy and engage subject‑matter experts.
- Serve as main point of contact, manage client relationships and ensure professionalism and accountability.
- Identify opportunities to support client needs, revise and improve on‑site service offering.
- Maintain clear grasp of client portfolio strategy, drivers and articulate these to the wider team.
- Customer Management & Experience
- Primary point of contact for all customer enquiries, concerns and service requests.
- Proactively enhance customer experience through amenities, services and programming.
- Act on customer feedback to create a productive, engaging environment.
- Collaborate with RLAM CX Strategy Director for training and CX implementation opportunities.
- Financial Management & Service Charges
- Work with JLL Accounts on financial accountability, cashflow management and credit control.
- Provide strategic advice on customer debt recovery and support Accounts Receivable.
- Prepare and manage service charge budgets, reconciliations and supplier payments processes.
- Maintain financial trackers, utility recharges, turnover and commercialisation accuracy.
- Lease and Legal Management
- Liaise with Data Management and Central Shared Services on complex lease queries.
- Recommend lease solutions and manage customer applications, including alienation and alterations.
- Ensure compliance with lease covenants and resolve valuation‑related matters.
- Back up with legal, building surveying and other advisers as required.
- Health & Safety and Compliance Management
- Conduct monthly and void inspections, manage E‑Permits (permits‑to‑work) and support ISO14001 compliance.
- Coordinate LRQA audits, manage accidents/incidents reporting and follow‑up.
- Ensure compliance with health and safety legislation and implement measures.
- ESG and Sustainability
- Implement ESG initiatives aligned with client strategy and JLL responsibilities.
- Assist with sustainability reporting and compliance requirements.
- Support Asset Sustainability Plans, ESG Database and risk assessments.
- Supplier & Contract Management
- Represent site level for framework partner meetings and service delivery standards.
- Manage contract variation initiatives and collaborate with Costs, Soft Services and Technical Managers.
- Property Operations & Inspections
- Conduct regular inspections per client and JLL KPIs and submit written reports via Vision.
- Maintain property presentation standards and coordinate void management activities.
- Transactions and Transitions
- Handle due diligence, support disposals, acquisitions, letting agents and other third parties.
- Lead transition meetings and maintain readiness for sale packs.
- Insurance Management
- Implement insurer requirements, manage claims, accident book records and CCTV provision.
- Review and supply contracts for the central insurance team.
- Technology
- Utilise tools such as Yardi, Riskwise, Prism, Deepki, Workflow and other prospective systems.
Skills & Qualifications
- Proven experience in line management, performance management and coaching within property teams.
- Ability to lead operational changes, new processes and cultural initiatives.
- Experience across multiple teams or communities to drive consistency and knowledge sharing.
- Strong judgement in assessment and escalation of complex issues.
- Expert knowledge of commercial property management, building systems, maintenance planning and facility management.
- Strategic portfolio planning, optimisation and risk management experience.
- Expert knowledge of RICS standards and ability to apply them in complex situations.
- Comprehensive understanding of regulatory frameworks, compliance governance and health & safety legislation.
- Knowledge of sustainability standards, ESG strategy implementation and reporting.
- Familiarity with property management technologies, reporting systems and relevant legislation.
- Strong interpersonal and communication skills for managing up, down and peers.
- Capability to delegate effectively while empowering team members.
- High self‑awareness, empathy, conflict management and relationship building.
- Ability to balance portfolio responsibilities with leadership duties.
- Strategic vision aligned with business objectives, organisational ability and attention to detail.
- Decisive leadership under complex decisions with collaborative style.
- Client intimacy and advisory mindset prioritising service excellence.
- Entrepreneurial mindset with problem‑solving approach to operational challenges.
- Accountability for performance, business outcomes and professional integrity.
- Inspirational leadership that motivates high performance with resilience under pressure.
- Commercial acumen balancing quality of service and profitability.
Benefits
Personalised benefits supporting well‑being and growth, including mental, physical and emotional health initiatives, flexible working arrangements and professional development opportunities.
