Account Director

The Opportunity

The Account Director is accountable for developing and implementing an account plan that delights our clients and ensures a healthy long-term relationship. This role oversees a Life Sciences account, delivering integrated facilities management (IFM) solutions. This executive leader anticipates client needs, outperforms on key contractual performance indicators, and builds financial plans that exceed revenue and profitability targets. The Account Director creates and manages high-performing teams that deliver operational excellence while keeping employees engaged and thriving. In conjunction with the Work Dynamics leadership team, this leader understands the firm's strategy and goals and translates them into business opportunities. This role serves as the top leadership position on the account.

Primary Responsibilities

Exceeding Client Expectations

• Coordinate and align IFM service delivery across all operational functions, ensuring a seamless, unified client experience that demonstrates the power of JLL's integrated facilities management platform.
• Create the vision for the account plan, ensuring alignment of objectives and driving high-quality results that help secure the future through no-bid contract renewals.
• Drive account growth by articulating IFM value propositions and identifying opportunities to expand facilities management services within the portfolio.
• Establish outstanding relationships with key stakeholders by soliciting feedback and excelling at world-class client service delivery.
• Serve as the single point of accountability across multiple sites, ensuring consistency of IFM service delivery and client experience regardless of geography or facility type.
• Manage competing priorities across geographically dispersed locations and diverse facility requirements while maintaining a unified account strategy.
  
  

Building High-Performance Teams

• Ensure the highest qualified candidate is hired for all IFM roles on the account.
• Build actionable and measurable career development plans for all direct reports, fostering leadership capability across the IFM team.
• Develop bench strength and succession planning across IFM operations to ensure continuity and growth.
  
  

Achieving Financial Results and Contributing to Firm's Revenue Growth

• Present an annual account plan that includes key objectives, client satisfaction results, summary of value-add IFM activities, and outlines targeted expansion plans within facilities management services.
• Proactively manage to the account budget and identify opportunities to generate additional revenue on the account.
• Demonstrate financial stewardship across the full IFM portfolio, optimizing resource allocation and identifying operational efficiencies.
  
  

Attributes

• Life Sciences expertise – Understanding of the unique operational requirements, regulatory environment, and facility standards within the Life Sciences sector.
• GXP manufacturing knowledge – Deep familiarity with Good Practice (GXP) requirements and the operational complexities of supporting compliant manufacturing environments.
• Exemplary executive presence – Has the gravitas and sophistication to appropriately command the room both internally as a leader and externally with clients at the C-suite level.
• Strategic mindset – Able to see the big picture and future direction of the business, then translate vision into achievable IFM business development opportunities.
• Financially astute – Commercially oriented with strong financial acumen in IFM P&L management and the ability to optimize account-level profitability.
• Results driven – Takes corrective action quickly and decisively when performance falls short and redirection is required; highly collaborative with exceptional integrity.
• Obsessed with customer habits and the data derived from those behaviors; keenly aware of trends within the Life Sciences industry and able to anticipate evolving facility needs.
• Commercially astute – Quickly recognizes the different levers to pull to drive IFM growth and increase productivity across facilities operations.
• Transformational leadership – Leads change with energy and resilience to propel the business forward; has the courage to make complex decisions and take calculated risks; adjusts style to accommodate individuals and the various phases of growth.
• Operational "heft" – Comfort and demonstrated success with complex, large-scale IFM operations in heavily matrixed Life Sciences organizations.
• Life Sciences expertise – Understanding of the unique operational requirements, regulatory environment, and facility standards within the Life Sciences sector.
  
  

Requirements

• Seasoned leader with 10 years of Integrated Facilities Management and Commercial Real Estate executive leadership experience.
• Extensive IFM leadership experience with demonstrated success managing complex facilities management accounts in the Life Sciences or similar highly regulated industries.
• Highly preferred: Life Sciences background with direct experience supporting GXP manufacturing environments, including familiarity with cGMP, GLP, GDP, or related quality and regulatory frameworks.
• Proven track record of leading large-scale IFM teams and delivering cohesive solutions across multi-site facility portfolios.
• Significant experience in direct client relationship management, negotiation, and strategic consultation with executive-level stakeholders in Life Sciences organizations.
• Demonstrated ability to drive growth through IFM service excellence and strategic account expansion.
• Experience managing IFM P&L responsibility with a history of exceeding financial targets.
• Strong understanding of Life Sciences facility requirements, including cleanroom operations, laboratory environments, manufacturing spaces, and regulatory compliance standards preferred.