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.
Join JLL's dynamic team serving one of the world's largest banking and financial services organisations with a network spanning more than 50 countries and territories. We're seeking talented professionals who thrive in fast-paced environments and are eager to drive meaningful change. This is an outstanding opportunity to work alongside industry experts that help shape the future of workplace strategy for a globally recognised institution. Whether you want a career that could take you to the top or an exciting new direction, we offer opportunities, support and rewards that will help you stand out, fulfil your potential, and ultimately make your mark on something truly exciting.
WE&O Experience Manager
The WE&O Experience Manager will be based on the client’s London site on the outskirts of The City. Reporting to the Facility Manager, they will be a key part of the wider Workplace Team. Spearheading the Workplace experience and service delivery onsite, they are responsible for bringing, as an individual and through their team, an elevated level of service to all building users, guests and visitors with a particular focus on the Customer Experience Centre.
The client’s office is a modern, high specification office environment providing thriving and diverse communities where enthusiasm and engagement with all users is welcomed, encouraged and rewarded. We aim to provide the highest level of Workplace experience to customers, colleagues and visitors at each touchpoint.
What This Job Involves
The WE&O Manager is directly accountable for the following typical activities:
Workplace Experience: Lead the development and implementation of modern Workplace Programs in order to deliver best in class Employee Experience within the London Office.
People Management & Teamwork – develop and sustain a high quality well motivated team, supporting the client strategy and in-house team to deliver first class events and Workplace experience across the office and again focussed more generally on the Customer Experience Centre.
Client Management – ensure that client and guest expectations are met and overall strategy delivered.
Contracts Management – ensure that all contracts under their ownership are professionally delivered (the contract with our customer, the contracts with our business partners).
Site Operations Management – implementing industry best practice operations to bring a first-class Workplace experience for all on site.
Technology, Automation, Innovation – develop new ways of working through the application of innovative technologies, automation and innovative operations.
Sustainability – demonstrate a commitment to JLL and client sustainability programs in all parts of the office and always working collaboratively with the wider Workplace group and partners.
Mentor & enable training & development of team members, leading by example.
Nurture an environment conducive to good teamwork and co-operation among colleagues.
Act as a SME for Workplace Experience/ Front of House related items for the account and support the development of processes and SOP to serve the wider account targets.
Provide standard monthly/quarterly/annual reporting and management reports as required.
Flexible to perform other duties within the Workplace team when required.
Skills
Excellent written and oral communication skills, including presentation and negotiation skills.
Ability to manage multiple projects and competing priorities.
An absolute commitment to customer service in a highly demanding environment
Ability to network at all levels within the organisation.
Flexibility and adaptability to changing business requirements.
An outgoing and engaging approach to relationship building.
You can demonstrate successful team management and have good people skills.
You have the ability to build and maintain strong relationships with FTE, Guests, Key Service Partners and other onsite Business Partners
Ability to display initiative, confidence and professionalism in all dealings.
Experience
Minimum of 5 years in related role within customer facing environment/FM/Hospitality.
Experience working in a creative /social media environment would be beneficial.
Must be able to demonstrate flexibility in relation to type of works carried out and availability as critical needs arise.
You can demonstrate successful team management and have good people skills.
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.
