About JLL -

We're JLL-a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 91,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That's why we're committed to our purpose to shape the future of real estate for a better world. We're using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people and our communities.

Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we're honored to be recognized with awards for our success by organizations both globally and locally.

Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we're headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.

If this job description resonates with you, we encourage you to apply even if you don't meet all of the requirements below. We're interested in getting to know you and what you bring to the table!

The Experience Services Lead is responsible for developing and delivering client experience every day through face-to-face engagement, proactive communication, program delivery, and exceptional customer service.

This role will lead a team overseeing a large client headquarters location with a bespoke approach to establish stronger relationships and create an engaging experience for our client's employees and their guests as it relates to workplace operations and facilities matters. The role will develop an Experience Services program to increase the level of partnership, integration and communication between our client, corporate real estate services, vendor partners, and client employees/guests. They will develop standards and maintain overall site service, performance, and processes for services which may include but is not limited to:

• Develop strategy and execute a robust Experience program that bridges the communication gap between facility operations/services and client employees.
• Develop process and program for managing large conference room / event space and ensure meeting rooms and collaboration spaces are in 'ready-to-use' condition whenever unoccupied.
• Oversee and drive content for client intranet site as it relates to Experience Services, calendar of on-site events, service integration, and customer service feedback.
• Liaise and work collaboratively with colleagues (FM, Occupancy, Moves, Project Management and vendors to support the functionality of the workspace Site Management
• Proactively develop relationships with key client stakeholders and create strategy for managing all customer inquiries and issues tactfully and confidently.
• Develop and implement Customer Experience training program for team and service partners.
• Grow the program over time to other client locations nationwide.
• Report out on status updates, program delivery execution, and employee feedback with client leadership and key stakeholders.
• The role will strive towards innovation of services offered, assist with lowering cost of delivery, and works with suppliers to integrate the service into operations while dramatically enhancing the customer experience.

Innovation
A true innovator who brings diverse thoughts and continuous improvement. Participates in creation and implementation of inspections and other quality practices and procedures.

Integration
A true leader who will strive to bring integrated service delivery and communications to client employees.

Customer Focus/Experience
Genuine service-oriented individual that is focused on the customer experience and able to provide continued monitoring of established quality procedures, resolve internal quality issues and customer complaints concerning product and or service dissatisfaction. Analyze trends and utilize data to anticipate and proactively address issues in the client environment.

Communication
Demonstrated success directly interfacing, with client senior management, vendors, and throughout all levels of the organization. Effectively utilizes data and analytics in the communication of solutions and decision making.

Vendor Management
Closely monitors work requests communicated by JLL, the client and vendors.

Experience

• 10+ years prior experience in hospitality, tourism, events operations, property management, or related profession

Skills

• A natural leader who is solution-oriented, driven, innovative, creative and a self-starter
• Confident, friendly & engaging
• Strong people and client management skills
• Customer focused mentality with a passion for hospitality
• Excellent verbal and written communication skills, ability to communicate professionally at all levels including client presentations
• Meticulous with strong organizational and time management skills
• Strong interpersonal skills and highly collaborative
• Proficiency with Microsoft Office (Excel, Word PowerPoint, and Outlook)

What you can expect from us

We succeed together and believe the best inspire the best, so we invest in supporting each other, learning together and celebrating our success.

Our Total Rewards program reflects our commitment to helping you achieve your career ambitions, recognizing your contributions, investing in your well-being and providing competitive benefits and pay.

We can't wait to see where your ambitions take you at JLL. Apply today!

JLL Privacy Notice

Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL's recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.

For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.

For additional details please see our career site pages for each country.

For employees in the United States, please see a fully copy of our Equal Employment Opportunity and Affirmative Action policy here.

Jones Lang LaSalle ("JLL") is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process - including the online application and/or overall selection process - you may email us at [email protected]. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.