Client Relationship Director

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Overview

Lead the prestigious portfoliofor AVIVA Investors within JLL Property Management overseeing 200 high-value assets totalling21 million retail offices industrial and new developments. This Director level role places you at the intersection of client strategy and operational excellence empowering you to shape next-generation property management practices. As Client Relationship Director youll deliver exceptional value while embodying AVIVAs Customer Charter principles ofcare commitment community and confidence setting new standards for institutional portfolio management in todays evolving property marketplace.

Your Impact

• Direct strategic management of AVIVAs 331 million annual rent roll portfolio including prime Central London offices and diverse commercial assets
• Drive exceptional client experience through a tripartite partnership with AVIVA Investors and Cushman & Wakefield
• Lead matrix-managed specialist teams to deliver industry-leading property services
• Champion technology and sustainability initiatives that transform asset performance
• Achieve ambitious revenue and profitability targets through strategic growth

Reports to - Head of Clients JLL Property Management

Key Responsibilities

Client Management & Growth

• Serve as the lead representative for AVIVA Investors managing a diverse portfolio including Central London offices retail/industrial properties and alternative assets with a 331 million annual rent roll
• Develop and implement strategic initiatives to enhance client experience in alignment with AVIVAs Customer Charter
• Oversee delivery of agreed revenue and margin targets
• Act as the main point of contact and ambassador for AVIVA Investors aligning their interests with JLLs
• Collaborate effectively within a tripartite management arrangement with AVIVA Investors and Cushman & Wakefield requiring diplomacy clear communication and adherence to the Partnership Charter
• Leadership & Matrix Management of Wider Teams
• Lead specialised teams across operations project management surveying facilities management design for management customer experience finance and ESG
• Facilitate effective communication and collaboration between matrix-managed teams
• Foster a culture of client-centricity and occupier-focused service delivery that embodies AVIVAs core behaviors: being ambassadors being bold working better together meeting promises and being effective
• Work with the People Experience team to explore talent development apprenticeships and graduate programs
• Provide outstanding leadership to maintain high service standards encompassing technical innovation sustainability and customer focus
• Engage with wider parts of JLL UK and global JLL to act as a senior interface for UK Property Management leveraging expertise from different departments to drive performance improvement and innovation

Innovation & Technology

• Champion data-driven insights and technology to improve service delivery
• Implement innovative concepts to increase client satisfaction and engagement
• Stay informed on emerging real estate trends and apply knowledge to client strategies
• Work with technology teams to develop and implement digital solutions for clients

Financial Performance

• Manage overall P&L responsibility for the AVIVA Investors account
• Work closely with Finance and Commercial teams to maximise profitability
• Identify and capitalise on asset management and value-add opportunities
• Deliver against agreed growth revenue targets
• Develop effective and accurate asset plans budgets and financial reports

Operational Excellence

• Ensure operational performance meets and exceeds AVIVAs expectations
• Oversee implementation of ESG/sustainability initiatives
• Conduct regular property inspections and manage stakeholder expectations
• Address KPI performance issues and influence wider parts of PM to realign service delivery
• Provide expertise and oversight on development projects such as One Liverpool Street Pegasus Mayfair and 130 Fenchurch Street

Market Representation

• Act as a visible leader for PM in the wider JLL business and external market
• Attend industry events to engage with key clients and represent JLL PM UK
• Support the delivery of UK PM strategy as a member of the PM Board
• Actively engage with the OneJLL UK client program

Qualifications & Experience

• Strategic Portfolio Leadership:Minimum 10 years of progressive experience managing institutional-grade real estate portfolios with demonstrable achievements in value creation and service excellence
• P&L Accountability:Established record of financial stewardship in senior leadership positions consistently delivering strong commercial outcomes and operational efficiency
• Technical Knowledge:Comprehensive understanding of complex commercial property management principles asset optimization strategies and sophisticated landlord-tenant relationship management
• Business Development Acumen:Proven ability to identify and secure new revenue streams with quantifiable success expanding client relationships and service offerings

• Prime London Portfolio Management:Significant experience overseeing premium Central London commercial assets with deep understanding of the unique requirements and opportunities within this sophisticated market

Commercial/Financial Acumen

• High level of financial aptitude and analytical skills
• Proven ability to manage an independent profit centre
• Experience in developing strategic plans for properties
• Track record in identifying opportunities to add value to assets

Customer Orientation

• Experience in implementing customer experience strategies for significant buildings or estates
• Exceptional communication skills to engage with stakeholders at all levels
• Track record of ensuring first-class customer experience
• Ability to manage challenging customer needs with various occupiers

Leadership & People Management

• Proven ability to lead inspire multi-disciplinary teams
• Experience in recruitment motivation performance management and team development
• Strong personality and professional presence to serve as an ambassador for the portfolio

Professional Integrity

• Detail-oriented systematic and diligent approach to business and reporting
• Strong adherence to moral and ethical principles
• Approachable empathetic diplomatic and a good listener

Additional Requirements

• MRICS qualification preferred
• Excellent communication presentation and influencing skills
• Proficiency in data analysis and digital applications

Location & Travel Requirements

• London-based role with hybrid working model
• Ability to travel across the UK to complete site and team visits as required

Global Integration

JLL PM UK is now aligned with our global organizational structure Real Estate Management Services (REMS) providing enhanced access to international best practices a worldwide network of expertise and expanded career development opportunities. This strategic integration enables our UK team to leverage global resources while delivering consistent high-quality service that benefits both our clients and professionals.

Location:

If this job description resonates with you we encourage you to apply even if you dont meet all the requirements. Were interested in getting to know you and what you bring to the table! If you require any changes to the application process please email or call 44(0) to contact one of our team members to discuss how to best support you throughout the process. Please note the contact details provided are to discuss or request for adjustments to be made to the hiring process. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.

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