Asset Experience Lead

JLL; Leeds; On-site; GBP 75,000 - 105,000; Full time

Job summary

JLL in Leeds seeks an Asset Experience Lead to coordinate and develop a high-performing team within the Royal London Property Delivery portfolio. You will oversee Asset Experience Managers, manage day-to-day property operations, and ensure service standards across the community.

You will build strategic relationships with the client, drive continuous improvement, and contribute to risk and financial governance while maintaining a strong occupier experience in a site-based role.

Qualifications

• Experience leading asset management teams.
• Strong stakeholder engagement and client management.
• Knowledge of property operations and service delivery.

Responsibilities

• Provide line management to Asset Experience Managers within the community.
• Coordinate diary management, absence cover, and buddy system implementation.
• Act as primary escalation point for complex operational and client issues.
• Facilitate community meetings to share knowledge and promote best practices.
• Drive continuous improvement and maintain high-performance culture.
• Monitor performance metrics and implement improvements.
• Develop strategy with Royal London asset manager and maintain key relationships.
• Manage day-to-day property operations, client relations, and team leadership.
• Collaborate with senior leadership to align with business objectives.
• Support emergency planning and business continuity as required.
• Oversee financial accountability and service charge processes with accounts.

Skills

Team leadership

Stakeholder management

Operations management

Job description

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.

Asset Experience Lead

About the Role

Location : Leeds, Colton Retail Park

As a Asset Experience Lead , within JLL's Royal London Property Delivery team, you will coordinate operations across your community of Asset Experience Managers, providing line management, diary coordination, absence cover arrangements, and implementation of a bespoke support system. You serve as the primary escalation point for complex operational and client issues within your community, ensuring consistency of service delivery and adherence to JLL and client standards.

Working collaboratively with fellow Asset Experience Leads across the other distinct communities, you will facilitate knowledge sharing, promote best practice adoption, and drive continuous improvement initiatives. You are responsible for fostering a high-performance culture within your community through regular communication, performance management, and team development. When issues require escalation beyond community level, you will liaise directly with the Property Delivery Lead to ensure appropriate resolution and strategic alignment.

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 Leadership & Team Management

• Provide line management to designated Asset Experience Managers within the community, including performance reviews, development planning, and career progression support
• Coordinate community operations including diary management, absence cover arrangements, and buddy system implementation
• Serve as primary escalation point for complex operational, client, and team issues within the community
• Facilitate regular community meetings to share knowledge, address challenges, and promote best practice adoption
• Collaborate with senior leadership to drive consistency, share learning, and elevate systemic issues to the Property Delivery Lead
• Foster a high-performance culture through effective communication, recognition, and team development initiatives
• Monitor community performance metrics and implement improvement actions where required

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 a focus on 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.
• Overse