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Asset Experience Manager - Royal London Property Delivery
About the Role
As an Asset Experience Manager within JLL's Royal London Property Delivery team, you will
serve as both strategic leader and operational expert for commercial property portfolios. This
comprehensive role combines client relationship management and strategic oversight with
hands-on operational excellence. You will be the primary client relationship owner while
maintaining direct responsibility for day-to-day property operations, customer relations, and
team leadership.
Key Responsibilities
Strategic Client & Asset Management
Collaborate with the Royal London asset manager to set the strategy, calling on subject matter experts as required.
Act as main point of contact for Royal London asset manager(s) and lead relationships with professionalism and accountability.
Identify how JLL can support the client needs and requirements and discuss with JLL client relationship team on how JLL service can be revised and improved.
Maintain clear grasp of client's asset/portfolio strategy, drivers/values and articulate these to the wider team
Support emergency planning, business continuity, testing, and monitoring with emergency management support as required.
Customer Management & Experience
The role is envisaged as predominantly site based with key focus occupier visibility
Serve as the primary point of contact for all customer enquiries, concerns, and service requests, ensuring timely response and resolution while maintaining positive relationships.
Proactively identify opportunities to improve the customer experience through building amenities, services, and programming.
Act on customer feedback to create a productive and engaging environment that adds value to their occupancy.
Work with RLAM CX Strategy Director to utilise training opportunities and advise AM of CX implementation opportunities
Feedback all customer intelligence to the asset management team.
Financial Management & Service Charges
Work with JLL Accounts teams on financial accountability, cashflow management, and customer/supplier credit control.
Provide strategic advice to asset managers on customer debt...
Asset Experience Manager in Maidenhead employer: Jones Lang LaSalle
At JLL, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation. Our London office provides a vibrant environment where surveyors can thrive, with flexible and hybrid working options that support a healthy work-life balance. We are committed to employee growth, providing opportunities for professional development in the affordable housing sector, while making a meaningful impact in the community through our work in social housing.
