Global Experience Lead

JLL empowers you to shape a brighter way. Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

What the job involves

This role presents an incredible opportunity for a leader who is on the leading edge of Workplace Experience. The Global Experience Lead is a member of JLL’s central team and reports directly to the Global Head of Workplace Experience. This role is responsible for building and delivering strategy that transforms the workplace / employee experience for our client’s employees and guests. The Global 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 is achieving our clients’ objectives. With a Global 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 be able to exhibit exceptional client service and communication skills from the C-Suite down.

Key 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, RFP’s, RFI’s, 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.
• Manages a team of Regional Experience Leads who support the on-account resources responsible for the daily implementation and execution of Experience programming.
• Strives to improve service performance Global, 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 across the globe.
• 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.
• Sets goals and expectations for direct reports using the performance review process and holds team accountable for successful performance.
• Ensures that expectations and objectives are clearly communicated.
• Establishes and maintains open, collaborative relationships with direct reports and entire Experience team and ensures direct reports do the same for their team.

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.
• 15+ years prior experience in Hospitality Soft Services, Facility Management or Operations. Knowledge of commercial and Workplace Strategy is also 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 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).

If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements. We’re interested in getting to know you and what you bring to the table!