Asset Experience Lead: On-site Ops & Client Relations

Jones Lang LaSalle Incorporated; Greater London; Hybrid; GBP 90,000 - 120,000; Full time

Job summary

Jones Lang LaSalle Incorporated in London is seeking a Lead Asset Experience Manager to coordinate operations across a community of Asset Experience Managers, providing line management, diary coordination, and escalation of complex issues while upholding client and JLL standards.

You will partner with Royal London asset managers to shape strategy, manage occupier relationships, oversee service charges and safety compliance, and drive continuous improvement in property operations.

Responsibilities

• Provide line management to designated Asset Experience Managers, including performance reviews and development planning.
• Coordinate community operations such as diary management, absence coverage, and buddy system implementation.
• Serve as primary escalation point for complex operational and client issues within the community.
• Facilitate regular community meetings to share knowledge and promote best practices.
• Collaborate with senior leadership to drive consistency and elevate systemic issues to the Property Delivery Lead.
• Foster a high-performance culture through communication, recognition and team development initiatives.
• Monitor community performance metrics and drive improvement actions where needed.
• Collaborate with the Royal London asset manager to set strategy and manage key relationships.
• Maintain clear understanding of asset/portfolio strategy and articulate it to the wider team.
• Support emergency planning, business continuity, and compliance activities as required.
• Act as main client contact for occupier visibility and address customer inquiries and service requests.

Job description

Jones Lang LaSalle Incorporated in London is seeking a Lead Asset Experience Manager to coordinate operations across a community of Asset Experience Managers, providing line management, diary coordination, and escalation of complex issues while upholding client and JLL standards.

You will partner with Royal London asset managers to shape strategy, manage occupier relationships, oversee service charges and safety compliance, and drive continuous improvement in property operations.