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've got deep experience in commercial real estate, skilled trades, and technology, or you're 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.

Reporting:

Account Director

Key stakeholders:

IFM

Direct Reports:

Team consisting of Community Manager/ Workplace Experience Manager/ Floor Ambassador/ Reception Team



Operational Excellence



Joins and supports assigned account team as a variable resource and carries out duties as identified in the service agreement



Ensures operational excellence in day-to-day service delivery including the development of playbooks and programs which improve the efficiency and effectiveness, performance, quality, safety and risk for our clients



Support the existing account team who are assigned to HX roles (to include: reception, mail, ambassadors, meeting/event and AV)



Liaison with 3rd party suppliers in the delivery of services aligned with experience programs



Oversees implementation of experience focused services on the accounts, developing programs, tools and processes while integrating the underlying services



Establishes performance metrics aligned with client goals to optimize the experience and adjust service delivery



Contributes to the overall technology roadmap, in support of JLL's digital drive initiatives



Engages in a culture of continuous improvement and innovation by leveraging business intelligence, adopting and participating in the development of best practices at the platform level including new tools, process re-engineering and other ideas that provide service delivery efficiencies



Perform additional job duties, as requested by account team



Performance objectives



Works collaboratively with account teams and clients to understand their overall Human Experience goals and objectives and creates comprehensive strategies that enhance employee engagement, increase productivity and attract and retain talent



Develops proposals and solutions that drive results for our clients and JLL



Builds meaningful lasting relationships with the JLL team and our clients to promote confidence, innovation and best practices



Leads internal / external meetings, client workshops and visioning sessions



Acts as a resource and subject matter expert client sharing industry expertise, best practices and thought leadership



Perpetuate a culture of hospitality by developing and delivering training programs that empower the team to deliver exceptional experiences for our client's employees and guests



Work with other HX platform resources to identify account opportunities



Quickly gathers client requirements and develops comprehensive proposals with clear, articulate, and winning value propositions for presentation to existing clients



Maintains a thorough knowledge of the competitive environment and articulates JLL's value proposition



Participates in client workshops and solution sessions as needed



Key skills



Bachelor's degree



7-10 years prior experience in Hospitality, Soft Services and / or Operations. Knowledge of commercial real estate and hospitality industry preferred



Proven leadership skills with the ability to manage competing priorities and deliver results in a fast-paced environment



Self-directed with a high energy level, track record of initiative, integrity and good judgement



Ability to present in front of many different types of clients and flexibility with presentation style



Highly collaborative approach to business with strong interpersonal skills and the ability to influence others



Ability to gather data, assess situations and quickly develop solutions with a strong analytical/financial aptitude



Excellent verbal and written communication skills with the ability to communicate in a clear, concise professional manner



Demonstrated ability to achieve results through team members, in a heavily matrixed organization, without direct management responsibility



Proficient skills in Microsoft Office (Excel, Word, PowerPoint, Visio and Outlook).



Must be able to travel up to 30%



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



Personalized benefits that support personal well-being and growth:



JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.



About JLL -



We're JLL--a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That's why we're committed to our purpose to shape the future of real estate for a better world. We're using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.



Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we're honored to be recognized with awards for our success by organizations both globally and locally.



Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we're headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.