Regional Lead - Experience Services

This role presents an incredible opportunity for a leader who is on the leading edge of Workplace Experience. The Regional Experience Lead is a member of JLL’s central team and reports directly to the Global Experience Lead. This role is responsible for building and delivering strategy that transforms the workplace / employee experience for our client’s employees and guests. The Regional Lead collaborates with key business partners in Sales, Solution Development, Consulting, JLLT, Facilities Management, Engineering, and Sustainability to ensure our strategies, programming, and day to day delivery are achieving our clients’ objectives. With a regional focus on hospitality, this individual must be able to effectively communicate JLL’s ability to deliver an array of services including, but not limited to, reception, concierge, guest services, community management, amenities, wellbeing, food services, meeting & event planning. The role is client facing and must exhibit exceptional client service and communication skills from the C-Suite down.

Job Responsibilities

• Works closely with Account Leadership to identify opportunities to grow and scale our programs and services.
• Develops a working relationship with our clients - understands their goals, objectives, and desired outcome for Workplace Experience.
• Collaborates with our Sales and Solution Development teams in response to all business opportunities, RFPs, RFIs, and renewals.
• Contributes to product development and workplace enhancements through ongoing and routine engagement – sharing operational needs, opportunities, risks.
• Leverages Consulting and Research teams to address client needs for a holistic approach to workplace delivery.
• Leads the standardization of workplace experience programs / products and services by region.
• Applies a digital first and human centric approach to service needs and opportunities.
• Establishes challenging, realistic, and obtainable goals to guide accounts teams.
• Develops comprehensive business plans that enhance employee engagement, increase productivity, reduce cost, mitigate risk, and create value for our Client and JLL.
• Strives to improve service performance, leveraging a central team of professionals, and an extended network of hospitality resources.
• Achieves and exceeds goals including performance goals, budget goals, team goals.
• Develops and implements customer experience training plans that enable exceptional service delivery.
• Utilizes interpersonal, communication, and storytelling skills to lead, influence, and encourage others.
• Advocates sound financial/business decision making; demonstrates honesty/integrity.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Establishes and maintains sound management guidelines for appropriate staffing levels in accordance with client service level agreements and operating needs.
• Ensures that expectations and objectives are clearly communicated.

Ensuring Exceptional Customer Service

• Anticipation and response to needs and concerns of multiple clients and transform problems into opportunities.
• Monitors and manages 3rd party vendor performance related to soft services delivery.
• Proactively identifies and escalates risks and issues at the account level (audit findings, client complaints, material vendor service issues, information security, any impact to the Account KPI’s).
• Engages in a culture of continuous improvement and innovation by leveraging business intelligence, adopting, and participating in the development of best practices at the IFM platform level including new tools, process re-engineering and other ideas that provide service delivery efficiencies.
• Perform additional job duties, as requested.

Qualifications

• Bachelor’s degree.
• 8+ years prior experience in Hospitality Soft Services, Facility Management or Operations. Knowledge of commercial and Workplace Strategy is also preferred.
• Track record of initiative, integrity, and good judgement.
• 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, Word, PowerPoint, Visio, Outlook, and Access).