Job Description

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\xe2\x80\x99ve got deep experience in commercial real estate, skilled trades, and technology, or you\xe2\x80\x99re 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.

TS Suite Human Experience Head

Work Dynamics

What this job involves?

• The Experience Delivery Head will own the Delivery of TS Suites Experience Service Offerings & responsible for leading the experience team in forging a lasting, open and collaborative relationship with clients through the delivery of a unique and authentic experience.
• Responsible for curation of key touch point SOP and training team to ensure consistency of service across portfolio.
• Works closely with Account Leadership and Sales to understand the goals, objectives and focus areas for Experience Services for TS Suites.
• He/she will be responsible for program management of the experience strategy execution, defining and managing those experience components across the segmented portfolio of TS Suite. Working across functional teams in Corporate Services, Technology and Human Resources to execute a seamless workplace experience.
• Establishes strong client relationship Management thus supporting customer loyalty and increase of return clients.
• Work with hotel, restaurant and travel desk vendor partners to create service offerings bespoke to TS Suite clients.
• Manage a team of TS Suite Community leads, Engagement Executives & Services Co-ordinators creating obtainable goals to guide the operation and performance of the service team.
• Curation & and implementation of all internal & and external communication strategies and events management in collaboration with the client\xe2\x80\x99s leadership to drive a purposeful fusion of life and work based on authentic human experiences.
• Develop a strong relationship with the in-country stakeholders and an understanding of the needs of the colleagues to enhance the colleague experience.
• Create annual financial planning for C-suite Service Program
• Liaise with TS Sales Team and Occupancy Planning on workspace data to improve workspace experience.

Duties & responsibilities

Community Building

Experience Services Lead develops effective experience programming that enhances the TS suite Client community that will:

• Quarterly engage with all Repeat guests & key stakeholders.
• Work with relevant parties on space management through data analytics

Communication

• Lead the development and implementation of all internal communication strategies in collaboration with client leadership with a focus on improving culture and guest engagement.
• Liaison with JLL team and client on soft service delivery
• Share regular event and celebration content through the client\xe2\x80\x99s internal monitors, blog posts, newsletters and other communication channels.
• Create, and manage a Table Space profile within the client account
• Adopt innovative communication strategies
• Champion monthly meetings with stakeholders to enhance relationships.

Event Management

• Curate a meaningful and personal experience for Suite guests and visitors that anticipates and exceeds expectations. Provide an experience that is seamless and coherent across all channels and creates a positive connection of visitors and colleagues.
• Formulate a preference sheet of returning patrons.
• Build and maintain Standard Operating Procedures
• Organize facilities and manage all event\xe2\x80\x99s details such as decor, catering, of entertainment, transportation, location, invitee list, special guests, equipment, promotional material etc.
• Providing outstanding customer service and organize memorable events that exceeds client expectations
• Propose ideas to improve event and service quality
• Develop an event planning process that is simple to adopt and implement
• Assist in the coordination of event orders with client, team and vendors
• Develop and manage the vendor network

Candidate Specification

Sound like you? To apply you need to be:

Experience

• 8+ years of relevant experience in customer service, events, sales, or related industries
• Prior experience in co-working, corporate real estate or start-up would be an advantage
• Proficient computer skills such as MS office and email etiquette
• Excellent communication skills (both verbal and written)
• University Degree holder

Task Skills

• Project management.
• Events Management.
• Training & development
• Planning and organizing.
• Strong social media literacy
• Customer relationship management

Personal Skills

• Possess an ambitious, friendly, proactive, positive, and can-do attitude with strong networking skills
• Have a strong customer-service mentality with a passion for customer experience
• An organised team player who can build positive relations with colleagues, clients and visitors
• Possess excellent interpersonal and communication skills
• Understand how to interpret user feedback to increase service levels and enhance key touch points. Be competent in translating feedback data to client.
• Be exceptionally organised and well-versed in multitasking
• Be able to handle pressure, think quickly and calmly
• Creative thinking with an open mind that is balanced by a strong sense of realism and practicality.

• Curate a meaningful and personal experience for Table Space client employees and visitors that anticipates and exceeds expectations.
• Develop location strategy documents, SOP\xe2\x80\x99s that can be utilized by other functional teams to provide solutions.
• Focus on user-centric hospitality, creating high-touch opportunities for people to connect in new and exciting ways that speak to their workplace culture.
• Create a fun and impactful client engagement strategy.

• Develop client support/feedback initiatives e.g. FAQ
• Build and train TS suite community to deliver soft services that are authentic, caring and able to provide timely services.
• Develop a strong relationship with the client business stakeholders and an understanding of the needs of the colleagues encouraging returning guests.
• Understand the needs of the business and what drives the businesses you support.
• Support and collaborate with the Workplace Team to deliver the shared vision.
• Leverage Workplace App to engage with onsite employees. Drive adoption by ensuring day-to-day updates and events remain relevant and engaging to all users.

What we can do for you:

At JLL, we make sure that you become the best version of yourself by helping you realise your full potential in an entrepreneurial and inclusive work environment. We will empower your ambitions through our dedicated Total Rewards Program, competitive pay and benefits package.

Apply today!

Location:

On-site \xe2\x80\x93Bengaluru, KA

If this job description resonates with you, we encourage you to apply even if you don\xe2\x80\x99t meet all of the requirements. We\xe2\x80\x99re interested in getting to know you and what you bring to the table!

About JLL \xe2\x80\x93

For over 200 years, JLL (NYSE: JLL), a leading global commercial real estate and investment management company, has helped clients buy, build, occupy, manage and invest in a variety of commercial, industrial, hotel, residential and retail properties. A Fortune 500\xc2\xae company with annual revenue of $20.9 billion and operations in over 80 countries around the world, our more than 103,000 employees bring the power of a global platform combined with local expertise. Driven by our purpose to shape the future of real estate for a better world, we help our clients, people and communities SEE A BRIGHTER WAY. JLL is the brand name, and a registered trademark, of Jones Lang LaSalle Incorporated. For further information, visit .

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