Asset Experience - Deputy Lead

JLL; Greater Manchester; On-site; GBP 60,000 - 75,000; Full time

Job summary

JLL is seeking an Asset Experience Deputy Lead to provide line management and day-to-day escalation support within the Asset Experience Manager community, working closely with the Lead Asset Experience Manager to ensure seamless operational delivery.

You will deputise for the Lead Asset Experience Manager, mentor less experienced managers, and contribute strategic insight across complex commercial property portfolios, while maintaining strong client relationships and service excellence.

Qualifications

• Experience leading teams and mentoring peers.
• Strong stakeholder management and prioritisation.
• Knowledge of asset management or property operations helpful.

Responsibilities

• Provide line management and day-to-day escalation support for designated direct reports.
• Act as senior advisor and mentor to Asset Experience Managers, supporting professional development.
• Deputise for the Lead Asset Experience Manager during absences to ensure continuity of leadership.
• Contribute strategic insights to maintain service excellence across community activities.
• Support cross-functional collaboration with clients and internal teams to optimise operations.

Skills

Leadership

Client relationship management

Strategic thinking

People management

Job description

Asset Experience Deputy Lead

JLL empowers you to shape a brighter way .Our people at JLL 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.

About the Role

As Deputy Asset Experience Lead you provide line management and day-to-day escalation support for your direct reports within your Asset Experience Manager community, working in close partnership with the Lead Asset Experience Manager to ensure seamless operational delivery. You bring specialised complementary skills and experience that strengthen the community's overall capability and resilience. Acting as a senior advisor and mentor to less experienced Asset Experience Managers, you will support their professional development while maintaining full accountability for your own portfolio responsibilities. You will deputise for the Lead Asset Experience Manager during absences and provide senior-level support on complex matters, contributing strategic insight and operational expertise to community decision-making. Your role ensures continuity of leadership and maintains service excellence across all community activities.

Alongside this leadership role, in your day-to-day role as Asset Experience Manager, you will serve as both strategic leader and operational expert for complex commercial property portfolios. This comprehensive role combines senior-level client relationship management and strategic oversight with hands‑on operational excellence. You will be the primary client relationship owner while maintaining direct responsibility for day-to-day property operations, customer relations, and team leadership.

Key Responsibilities

Community Support & Development

• Provide line management and day-to-day escalation support for designated direct reports within the community.
• Act as senior advisor and mentor to less experienced Asset Experience Managers, supporting their professional development and capability building.
• Deputise for the Lead Asset Experience Manager during absences, ensuring continuity of leadership and operational delivery.
• Contribute specialised expertise and complementary skills to strengthen the community's overall capability and service delivery.
• Support the Lead Asset Experience Manager in facilitating knowledge sharing, implementing best practices, and driving continuous improvement initiatives.
• Participate in community leadership activities while maintaining full accountability for own portfolio responsibilities.

Strategic Client & Asset Management

• Collaborate with the Royal London asset manager to set the strategy, calling on subject matter experts as required.
• Act as main point of contact for Royal London asset manager(s) and lead relationships with professionalism and accountability.
• Identify how JLL can support the client needs and requirements and discuss with JLL client relationship team on how JLL service can be revised and improved.
• Maintain clear grasp of client's asset/portfolio strategy, drivers/values and articulate these to the wider team.
• Support emergency planning, business continuity, testing, and monitoring with emergency management support as required.

Customer Management & Experience

• The role is envisaged as predominantly site based with key focus occupier visibility.
• Serve as the primary point of contact for all customer enquiries, concerns, and service requests, ensuring timely response and resolution while maintaining positive relationships.
• Proactively identify opportunities to improve the customer experience through building amenities, services, and programming.
• Act on customer feedback to create a productive and engaging environment that adds value to their occupancy.
• Work with RLAM CX Strategy Director to utilise training opportunities and advise AM of CX implementation opportunities.
• Feedback all customer intelligence to the asset management team.

Financial Management & Service Charges

• Work with JLL Accounts teams on financial accountability, cashflow management, and customer/supplier credit control.
• Provide strategic advice to asset managers on customer debt recovery, with support from Accounts Receivable.
• Prepare and manage service charge budgets and reconciliations according to RICS Professional Standard for Commercial Service Charges and client KPIs.
• Support supplier payments via Proactis and manage supplier payments processes, including purchase orders and invoice approvals.
• Oversee management of financial trackers, ensuring accuracy including utility recharges, turnover and commercialisation.
• Respond to customer and consultant queries and challenges in a t