Workplace Experience Manager

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Workplace Experience Manager

Our Client Vision

Our goal is to provide an enhanced Workplace Experience that meets our clients Property & Facilities Management (P&FM) vision of delivering:

A workplace that provides an integrated customer experience enabling colleagues to do their best work.

In this role you will be a part of delivering a World Class Workplace experience for our clients colleagues customers and guests in a connected workplace which promotes a culture of inclusion and safety. The clients Moments that Matter (MtM) programme provides a focus for creating an environment that enhances productivity collaboration and well-being. You will have the opportunity to create exceptional workplace experiences and drive colleague satisfaction and engagement to make opportunities for everyone to flourish.

Job Description Summary

The Workplace Experience Manager leads the day-to-day delivery of Workplace Experience services across the clients portfolio of 3 London offices (including their headquarters) and 3 regional offices ensuring a consistent high-quality hospitality-led experience for colleagues clients and visitors. The role combines operational leadership team and vendor management stakeholder engagement and workplace hospitality to create an exceptional workplace environment aligned with business objectives and service standards.

The Workplace Experience Manager leads frontline Workplace Experience teams and vendor partners across reception events administration mailroom and workplace ambassador services supporting operational governance KPI performance and continuous improvement initiatives. This highly visible client-facing role requires strong leadership and stakeholder management to deliver exceptional workplace experiences within a fast-paced corporate environment acting as a key operational partner across Workplace Services Facilities Management IT Security AV Catering Cleaning and business stakeholders.

This role reports to the Senior Manager Workplace Operations & Experience.

Key Responsibilities

Workplace Experience Operations

Support the day-to-day delivery of Workplace Experience operations across 3 London offices including the headquarters site and 3 regional offices.

Ensure workplace environments are safe welcoming well-maintained organised and always operating efficiently.

Lead frontline workplace experience delivery across reception workplace ambassador administration mailroom and events functions.

Ensure reception areas meeting rooms collaboration spaces executive areas and shared spaces consistently meet premium hospitality and presentation standards.

Act as a key escalation point for operational workplace issues and ensure timely resolution and communication.

Conduct regular Gemba Walks systematic site inspections observing colleague and visitor experience firsthand documenting findings and implementing corrective actions in partnership with service delivery teams.

Support workplace operational governance compliance service consistency and adherence to agreed service levels and procedures.

Coordinate workplace logistics including office moves churn activities workplace requests and operational support activities.

Team Leadership & Vendor Management

Lead and develop the onsite Workplace Experience team including the Workplace Ambassador Lead Workplace Ambassadors and Administration and Reservations team members.

Provide day-to-day leadership coaching support and performance management to ensure a consistently high standard of service delivery.

Foster a collaborative engaged and customer-focused team culture aligned with workplace experience objectives.

Oversee vendor-delivered services across reception administration events and mailroom operations ensuring strong performance and accountability.

Support recruitment onboarding training succession planning and ongoing development of Workplace Experience team members.

Step into operational activities when required to maintain service continuity during peak periods executive visits or high-demand events.

Employee & Guest Experience

Deliver a premium hospitality-led workplace experience for employees clients executives and visitors with a proactive service mindset.

Own the day-to-day execution of the end-to-end guest and colleague journey across the portfolio.

Coordinate a Day 1 Ready experience for new hires including workspace preparation technology setup verification welcome materials and orientation to workplace facilities and services reflecting the clients hospitality standards.

Manage exit procedures for departing employees including workspace decommissioning and access removal partnering with HR IT and Security for seamless onboarding and offboarding.

Drive employee engagement initiatives workplace activation programs cultural activities wellbeing initiatives and recognition moments.

Create engaging and inclusive workplace experiences that support both in-office and hybrid employees.

Ensure executive and VIP visits are coordinated and delivered to a high standard.

Oversee reception services including guest registration visitor management system administration switchboard operations and luggage/lost & found services in coordination with Physical Security on access control and data protection.

Ensure effective wayfinding signage and orientation support including up-to-date maps floor plans and directional guidance so colleagues and visitors can easily navigate the workplace.

Events & Workplace Activation

Lead the operational planning and delivery of internal and external events across the portfolio.

Coordinate event logistics including room setup catering AV supplier coordination communications and guest management.

Support workplace activation initiatives designed to increase engagement collaboration and office utilisation.

Manage the annual workplace and employee experience calendar in partnership with key stakeholders.

Ensure all events and activations are delivered seamlessly professionally and within agreed timelines and budgets.

Stakeholder Management & Collaboration

Build strong working relationships with all stakeholders across Workplace Operations Security and IT/AV teams.

Act as a visible and approachable workplace presence across all sites.

Understand client needs and translate requirements into actionable service delivery plans gathering and analysing client feedback to drive continuous improvement.

Support the Senior Manager Workplace Operations & Experience with operational initiatives reporting stakeholder engagement and service improvement activities.

Partner with cross-functional teams to ensure aligned delivery of workplace services and initiatives.

Support communication and engagement across workplace-related programs and changes.

Performance Analytics & Continuous Improvement

Support the management of workplace KPIs SLAs and service metrics partnering with vendor management teams to ensure contractual obligations and service standards are consistently achieved and produce accurate operational reporting.

Monitor workplace ticketing systems (e.g. Corrigo CAFM) and desk booking/visitor management systems (e.g. Eptura) ensuring timely resolution of requests and accurate real-time data for reporting and analytics.

Analyse colleague feedback utilisation patterns occupancy data and service metrics to inform decision-making and optimise the service delivery model for service enhancement.

Assist with tracking workplace budgets vendor spend and operational costs.

Using all data available produce regular reports and insights on workplace activity engagement service performance and operational trends.

Identify operational gaps and implement continuous improvement initiatives to enhance workplace experience and efficiency.

Maintain workplace SOPs service standards operational playbooks and documentation.

Support audits compliance activities and adherence to Health Safety Environment and Risk Management procedures.

Contribute to workplace technology rollouts and process improvement initiatives.

Qualifications & Experience

5 years experience managing teams within Workplace Experience Hospitality Facilities Management Corporate Services or Office Operations.

Proven ability to deliver premium service in a hospitality-led workplace.

Experience with multi-site operations and vendor-delivered services.

Ability to manage employee engagement workplace events and day-to-day operations concurrently.

Strong stakeholder management and communication skills building relationships at all levels.

Experience with KPI management operational reporting and data/BI tools (e.g. CAFM desk booking visitor management systems) to drive continuous improvement.

Strong organisational problem-solving and prioritisation skills in fast-paced environments.

Proficient in Microsoft Office and workplace management systems.

Experience in executive/VIP environments desirable.

Key Competencies

Workplace hospitality and customer service excellence Team leadership and people development Operational delivery and service management Stakeholder and vendor management Employee engagement and workplace activation Event coordination and execution Communication and relationship building Organisation and attention to detail Problem-solving and decision-making Continuous improvement mindset Adaptability and resilience Professionalism and executive presence One-Team collaborative approach across all service functions

Location:

If this job description resonates with you we encourage you to apply even if you dont meet all of the requirements. Were interested in getting to know you and what you bring to the table!

At JLL we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities we analyze your application for relevant skills experiences and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role yourepursuing.

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