Asset Experience Lead: Client Success & Operations

JLL; Greater London; On-site; GBP 90,000 - 120,000; Full time

Job summary

JLL is seeking an Asset Experience Manager for the Royal London Property Delivery team. The role unites strategic leadership with hands-on operations to manage commercial property portfolios and ensure excellent client service and occupancy experience.

The position emphasizes site-based work, direct client contact, and cross-functional collaboration across finance, legal, and facilities teams. Strong relationship management and operational excellence are essential.

Responsibilities

• Collaborate with the Royal London asset manager to set the strategy and involve subject matter experts as required.
• Act as the main point of contact for Royal London asset manager(s) and lead professional relationships with accountability.
• Identify how JLL can support client needs and discuss service revisions with the client relationship team.
• Maintain a clear grasp of the client's asset/portfolio strategy and communicate it to the wider team.
• Support emergency planning, business continuity, testing and monitoring with emergency management support as required.
• Site-based focus with occupier visibility and primary contact for customer enquiries and service requests.
• Proactively improve customer experience through amenities, services and programming.
• Act on customer feedback to create a productive occupancy environment.
• Coordinate with the CX Strategy Director to leverage training opportunities and advise on CX implementation.
• Provide feedback from customer intelligence to the asset management team.
• Work with Accounts on financial accountability, cashflow management and credit control.
• Provide strategic advice on debt recovery with support from Accounts Receivable.
• Prepare and manage service charge budgets and reconciliations per RICS standards and client KPIs.
• Support supplier payments via Proactis and manage purchase orders and approvals.
• Oversee financial trackers including utilities, turnover and monetisation.
• Liaise with Data Management on lease queries and analyse applications under the lease.
• Ensure compliance with lease covenants and resolve valuation-affecting matters.
• Coordinate with advisors as required (legal, building surveying etc.).
• Work with RLAM JLL Asset Experience Services Team to maintain strong internal stakeholder relationships.

Job description

JLL is seeking an Asset Experience Manager for the Royal London Property Delivery team. The role unites strategic leadership with hands-on operations to manage commercial property portfolios and ensure excellent client service and occupancy experience.

The position emphasizes site-based work, direct client contact, and cross-functional collaboration across finance, legal, and facilities teams. Strong relationship management and operational excellence are essential.