Workplace Experience Manager

Workplace Experience Manager JLL

What this job involves: As a Workplace Experience Manager at JLL you will play a pivotal role in overseeing and optimizing workplace experiences at assigned sites while supporting the Workplace team across the organization. This role requires you to act as the lead onsite point of contact for client employee inquiries issue resolution troubleshooting and feedback regarding workplace services with a focus on enhancing the well-being of client employees and guests. Youll supervise day-to-day operations of Workplace Experience Ambassadors while maintaining the clients workplace of the future environment and cultivating a culture that aligns with clients company values and brand that reflects JLLs commitment to creating exceptional workplace experiences and transformative solutions for modern work environments.

What your day-to-day will look like:

Onsite Operations and Client Experience:

Act as lead onsite point of contact for client employee inquiries issue resolution troubleshooting and feedback regarding workplace services

Supervise day-to-day operations and duties of Workplace Experience Ambassadors on team while ensuring exceptional service delivery

Maintain clients workplace of the future environment while cultivating culture that aligns with clients company values and brand

Collaborate with SMEs to maintain consistently welcoming and functional Innovation Hub and Customer Briefing Center

Ensure facilities are always prepared to host customer visits with professional presentation and optimal functionality

Safety Security and Facility Coordination:

Uphold safety and security procedures while prioritizing employee and guest experience and services

Coordinate site resources activities events and communications for comprehensive workplace management

Maintain and coordinate site calendar of events while ensuring seamless execution and stakeholder communication

Liaise with local leaders vendors and facility management to ensure seamless office operations

Collaborate with facility management and IT to monitor and maintain facility operation systems including AV HVAC security cameras badge system reservation system and digital signage

Process Improvement and Data Management:

Identify opportunities to enhance workplace experience and create initiatives to streamline processes for client employees

Support data collection analysis and reporting to align with clients objectives and performance metrics

Conduct routine walkthroughs and assessments of soft services delivery to ensure compliance with service level agreements

Monitor policies regulations and performance metrics to provide flawless execution and stable service delivery for Client

Sustainability and Compliance:

Collaborate with facility management to confirm compliance with global and regional sustainability objectives

Ensure adherence to environmental standards and corporate responsibility initiatives

Support implementation of sustainable workplace practices and employee engagement programs

Management Responsibilities and Team Development:

Transform to Workplace Team of the future while developing existing talent and bringing new capabilities into Experience Services team

Ensure highly proactive responsive dynamic and agile team for optimal client and stakeholder management

Actively encourage environment that supports teamwork cooperation performance excellence and personal success

Develop team through performance assessments and training while managing staff workload through correct resourcing

Develop succession plan for key team members and onsite vendors for comprehensive talent management

Client and Stakeholder Management:

Proactively develop and manage Client relationships ensuring expected service levels are achieved consistently

Comply with all requirements of Client contract while meeting or exceeding Key Performance Indicators

Deliver exceptional quality of service to Client as reflected by Client feedback and leadership assessment

Proactively manage team to deliver surprises and delights that exceed client expectations

Required Qualifications:

Education and Experience: Bachelors degree in hospitality or related field preferred

Minimum 5 years relevant work experience required in similar workplace experience or hospitality management roles

Demonstrated ability to provide high level of customer satisfaction in professional service environment

Communication and Technical Skills: Excellent verbal and written communication skills for effective client and team interaction

Proficient in Microsoft Office programs including Word Excel PowerPoint and Outlook

Strong analytical organization and administration skills for comprehensive workplace management

Strong interpersonal skills for effective relationship building and team leadership

Personal Attributes: Strong attention to detail with ability to work in fast-paced environment while maintaining quality standards

Good judgment in confidential situations and proven experience interacting with senior management

Ability to multitask effectively while maintaining focus on client experience and service delivery

Professional demeanor with capability to represent client brand and company values

Preferred Qualifications:

Experience with workplace technology systems including reservation platforms digital signage and facility management systems

Background in corporate real estate services or integrated facility management

Knowledge of sustainability practices and workplace wellness programs

Certification in hospitality management facility management or related professional credentials

Experience with event planning and corporate communications

Physical Requirements:

Ability to conduct routine facility walkthroughs and assessments

Capability to respond to client needs and emergency situations in timely manner

Flexibility to work outside regular business hours for events and special client requirements

Location: On-site