Account Manager, Experience Management

What this job involves:

The Account Manager oversees daily operations across multiple Experience Management accounts, including Community Management, Event Planning, Hotel/Retail Concierge Services, and Corporate Guest Services. This role serves as the primary liaison between JLL, clients, and on-site teams, ensuring contractual compliance, operational excellence, and strategic growth.

What your day-to-day will look like:

• Serve as the primary point of contact for assigned client accounts, building and maintaining strong relationships with key stakeholders and decision-makers
• Coordinate service delivery across multiple vendors and internal teams, ensuring seamless execution of facilities management, workplace services, and experience initiatives
• Conduct regular client meetings to review performance metrics, address concerns, and identify opportunities for service enhancement and innovation
• Manage account budgets, track expenditures, and provide detailed financial reporting while identifying cost-saving opportunities without compromising service quality
• Lead problem resolution efforts by collaborating with technical teams, vendors, and clients to address service issues promptly and implement preventative solutions
• Serve as strategic advisor to clients on industry trends, programming innovations, market conditions, and local compensation benchmarks
• Drive continuous improvement initiatives by analyzing service data, gathering client feedback, and implementing best practices that elevate the workplace experience
• Coordinate workplace projects and initiatives, from space planning and moves to technology implementations and sustainability programs
• A complete job description is available on the company’s website
  
  

Required qualifications:

• Bachelor's degree in Business Administration, Hospitality, Marketing, or a related field
• Minimum of 5 years experience in luxury hospitality, event planning, high-end retail, fine dining or related field
• Minimum of 5 years management experience for hourly and salary level employees
• Proven track record of managing complex client relationships and delivering exceptional service in fast-paced, dynamic environments
• Strong financial acumen with experience managing budgets, analyzing costs, and delivering accurate financial reporting
• Excellent communication and presentation skills with the ability to influence stakeholders at all organizational levels
• Demonstrated problem-solving abilities and sound judgment when navigating competing priorities and time-sensitive challenges
• Proficiency with Microsoft Office Suite, particularly Excel for financial analysis and PowerPoint for client presentations
  
  

Preferred qualifications:

• Background in corporate real estate services, commercial property management, or workplace strategy consulting
• Demonstrated experience leading cross-functional teams and managing vendor partnerships in complex service delivery environments
  
  

Location – this position offers remote work flexibility, provided within the Chicagoland area, as regular site visits are required. The majority of sites are located in the Chicagoland area, however, there may be additional travel required from time to time.