Global Experience Lead

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Global Experience Lead

What the job involves

This role presents an incredible opportunity for a leader who is on the leading edge of Workplace Experience. The Global Experience Lead is a member of JLLs central team and reports directly to the Global Head of Workplace Experience. This role is responsible for building and delivering strategy that transforms the workplace / employee experience for our clients employees and guests.

The Global Lead collaborates with key business partner in Sales Solution Development Consulting JLLT Facilities Management Engineering and Sustainability to ensure our strategies programming and day to day delivery is achieving our clients objectives. With a Global focus on hospitality this individual must be able to effectively communicate JLLs ability to deliver an array of services including but not limited to reception concierge guest services community management amenities wellbeing food services meeting & event planning.

The role is Client facing and must be able to exhibit exceptional client service and communication skills from the C-Suite down.

Key Responsibilities

• Works closely with Account Leadership to identify opportunities to grow and scale our programs and services

• Develops a working relationship with our clients - understands their goals objectives and desired outcome for Workplace Experience

• Collaborates with our Sales and Solution Development teams in response to all business opportunities RFPs RFIs and renewals

• Contributes to product development and workplace enhancements through ongoing and routine engagement sharing operational needs opportunities risks

• Leverages Consulting and Research teams to address client needs for a holistic approach to workplace delivery

• Leads the standardization of workplace experience programs / products and services by region

• Applies a digital first and human centric approach to service needs and opportunities

• Establishes challenging realistic and obtainable goals to guide accounts teams

• Develops comprehensive business plans that enhance employee engagement increase productivity reduce cost mitigate risk and create value for our Client and JLL

• Manages a team of Regional Experience Leads who support the on-account resources responsible for the daily implementation and execution of Experience programming

• Strives to improve service performance Global leveraging a central team of professionals and an extended network of hospitality resources

• Achieves and exceeds goals including performance goals budget goals team goals

• Develops and implements customer experience training plans that enable exceptional service delivery across the globe

• Utilizes interpersonal communication and storytelling skills to lead influence and encourage others

• Advocates sound financial/business decision making; demonstrates honesty/integrity

• Encourages and builds mutual trust respect and cooperation among team members

• Establishes and maintains sound management guidelines for appropriate staffing levels in accordance with client service level agreements and operating needs

• Sets goals and expectations for direct reports using the performance review process and holds team accountable for successful performance

• Ensures that expectations and objectives are clearly communicated

• Establishes and maintains open collaborative relationships with direct reports and entire Experience team and ensures direct reports do the same for their team

Ensuring Exceptional Customer Service

• Anticipation and response to needs and concerns of multiple clients and transform problems into opportunities

• Monitors and manages 3rd party vendor performance related to soft services delivery

• Proactively identifies and escalates risks and issues at the account level (audit findings client complaints material vendor service issues information security any impact to the Account KPIs)

• Engages in a culture of continuous improvement and innovation by leveraging business intelligence adopting and participating in the development of best practices at the IFM platform level including new tools process re-engineering and other ideas that provide service delivery efficiencies

• Perform additional job duties as requested

Qualifications

• Bachelors degree

• 15 years prior experience in Hospitality Soft Services Facility Management or Operations. Knowledge of commercial and Workplace Strategy is also preferred

• Proven leadership skills with the ability to manage multiple priorities and deliver results in a fast paced heavily matrixed environment

• Track record of initiative integrity and good judgement

• Strong analytical/financial aptitude

• Ability to gather data assess situations and quickly develop solutions

• Highly collaborative with strong interpersonal skills

• Excellent verbal and written communication skills with the ability to communicate professionally

• Proficient skills in Microsoft Office Suite (Excel Work PowerPoint Visio Outlook and Access)

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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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