Workplace Experience Lead

JLL Experience Services team members are “experts who create value through lasting partnerships.” At JLL, it is our goal to provide workplace experiences that will be long remembered by our clients. We set the standard for superior experiences for our clients and our teams.

Job Summary

The Workplace Experience Lead is expected to provide superior client service while upholding core values of teamwork, ethics, and excellence. They play a crucial role in helping their team and clients achieve their ambitions and aspirations. By creating an engaging and positive workplace experience, the Experience Services Director/Lead contributes to the overall success and perception of the client's organization.

The Workplace Experience Lead is responsible for overseeing all aspects of experience-focused services on the account. They develop and implement a comprehensive strategy for soft services, amenity programming, customer experience training, and operations. These experiences serve as distinct factors that influence how our client's organization is perceived and valued, thereby positively impacting the workplace experience for both their employees and guests. This includes managing services such as reception/guest services, on-site fitness, food services, meetings & events, mail, print, and other high-touch employee services. The role includes direct management of workplace professionals, providing leadership, coaching, and performance management to ensure exceptional service delivery.

Job Responsibilities

• Collaborate with account leadership and client stakeholders across the organization to align on the workplace experience vision and desired outcomes.
• Create detailed and actionable business plans that outline specific goals, strategic initiatives, timelines, resources needed, and the necessary steps to achieve them.
• Effectively execute and monitor the success of the business plan by collaborating with cross-functional teams, coordinating efforts, providing guidance, and facilitating communication among team members to ensure the smooth implementation of strategies.
• Monitor and measure the progress and impact of strategic initiatives, tracking key performance indicators (KPIs), and analyzing data to assess the effectiveness of the strategies. This includes making adjustments and recommendations based on the results to continuously improve.
• Manage, and self perform as needed, the Experience Services operations, ensuring that all processes, procedures, and systems are aligned across the account, and making necessary adjustments to optimize operations.
• Establish and maintain relationships with external vendors, service providers, and consultants to support workplace programs and projects.
• Acts as contact to MARS and JLL Global Safety resources to ensure compliance with all MARS policies and JLL policies (i.e. JCAP)
• Stay informed about industry trends, emerging technologies, and best practices to identify opportunities for service enhancements and stay ahead of the competition.
• Develop and monitor workplace budgets, ensuring cost-effective solutions and managing expenses in accordance with financial guidelines.
• Build and nurture positive relationships with team members, colleagues, and stakeholders. Foster open and transparent communication, actively listen to others' perspectives, and demonstrate empathy and respect in all interactions.
• Demonstrate effective leadership by setting the example through actions and behaviors. Show integrity, accountability, and professionalism while fostering a positive, inclusive, and ethical work environment.
• Lead, manage, and mentor direct reports, providing coaching, professional development opportunities, and day-to-day performance oversight.
• Develop and implement customer experience and upskilling training plans that enable exceptional service delivery across the account globally.
• Establish and maintain sound management guidelines for appropriate staffing levels in accordance with client service level agreements and operating days.
• Set goals and expectations for direct reports using the performance review process and hold the team accountable for successful performance.
• Clearly communicate performance expectations, standards, and metrics to team members. Outline what success looks like and explain how their performance will be evaluated.
• Conduct regular one-on-one meetings with direct reports to provide feedback, address concerns, support career development, and ensure alignment with team and organizational objectives.
  
  

Ensuring Exceptional Customer Service

• Seek feedback from clients, stakeholders, and end-users to understand satisfaction levels and identify areas where service performance can be enhanced. Use the feedback to drive
• Anticipate and respond to the needs and concerns of client stakeholders and transform problems into opportunities.
• Proactively identify and escalate risks and issues at the account level (audit findings, client complaints, material vendor service issues, information security, any impact on the Account KPIs).
• Encourage teamwork and collaboration within the team, promoting a culture of shared success and joint accountability. Facilitate opportunities for team members to work together, exchange knowledge, and support each other.
• Engage in a culture of continuous improvement and innovation by leveraging business intelligence, adopting, and participating in the development of best practices at the Experience Services platform level including new tools, process re-engineering, and other innovations that provide service delivery improvements.
  
  

Qualifications:

• Bachelor's Degree in any discipline (Hospitality Management, Business Administration, Facilities Management, Real Estate Management, Property Management, or Operations Management preferred)
• 10 years of progressive experience in Hospitality, Soft Services, or Facility Management/Operations
• Demonstrated experience managing and developing direct reports, with a proven ability to build high-performing teams
• Demonstrated experience working in premier, high-touch, white-glove Fortune 500 corporate environments
• Proven leadership skills with the ability to lead and collaborate across cross-functional teams, manage competing priorities, and deliver results in fast-paced, heavily matrixed organizations
• Established track record of initiative, integrity, and sound judgment
• Strong analytical and financial acumen, including experience developing and managing corporate budgets and related processes
• Ability to gather and analyze data, assess complex situations, and develop actionable solutions quickly
• Highly collaborative with exceptional interpersonal skills and the ability to build relationships across diverse teams and organizational levels
• Experience working effectively with cross-functional stakeholders, colleagues, and clients at all levels
• Excellent verbal and written communication skills with the ability to communicate clearly and professionally across audiences
• Proficient in Microsoft Office Suite (Excel, Word, PowerPoint, Visio, Outlook, and Access)
  
  

Something about site safety and for vendor services needs to be added to job R&R

Please see yellow highlighted, let us know if this meets what you need.

JLL can participate and support MARS initiatives related to safety but obviously can not generate MARS policies.

Manage & self-perform as needed, Experience Services……. This will help us bridge the Temp swing space to ramp up resourcing by setting expectations this role will need to self perform some services for a period of time. Aligned?

Agreed and also feel that a lot of this will come through the vetting in the interview process - we need someone that can get their hands dirty when needed