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Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people  and empowering them to  thrive, grow meaningful careers and to find a place where they belong.  Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

Workplace Experience Manager

What this job involves:

The Workplace Experience Manager will be based on the client’s London site. Reporting to the Workplace Lead, they will be a key part of the wider on site Workplace Team and regional workplace experience function. 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 workplace experience journeys, events management and support.

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 your day-to-day will look like:

The WEM is directly accountable for the following typical activities:

• Workplace Experience – support the regional experience function with the development and implementation of Workplace Programs to deliver best in class Employee Experience within the client site.
• People Management & Teamwork – develop and sustain a high quality well motivated team, supporting the client strategy deliver first class events and workplace experience across the client site.
• 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 – work with the regional experience function to 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.

Key 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.

Required Skills and Experience:

• You have experience working with computerized work management systems.
• You have experience managing a team/ people management skills
• You have knowledge of in-country requirements related to building regulations, H&S, contractors, statutory regulations, etc
• You have experience in project Management or team delivery (desired, not essential)
• You can meet tight deadlines and work efficiently and collaboratively as part of a team to solve problems with professionalism and service focused approach
• You keep up to date with industry trends and have direct experience or an interest in facilities management and customer service
• You are open and have good communication skills
• You strive for excellence in what you do and share ideas for improvement
• You are proficient with Word and Excel and have a keen interest in technology
• You are adaptable to work to requests and projects that may vary from day to day