Asset Experience Manager

Jones Lang LaSalle Incorporated; Greater London; Hybrid; GBP 80,000 - 120,000; Full time

Job summary

Jones Lang LaSalle Incorporated has an Asset Experience Manager role focusing on collaborating with Royal London asset managers to shape strategy, maintain relationships, and enhance occupier experiences. The role is predominantly site-based with emphasis on occupier visibility and proactive customer engagement.

Responsibilities include managing service charges, budgets, supplier relations, H&S compliance, ESG initiatives, and Lease query handling, with oversight of risk and regulatory adherence

Job description

## Asset Experience Manager* 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.* 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.* 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 timely manner.* Liaise with Data Management team on complex and protracted lease queries* Provide application recommendations to the Asset Manager. Receive and analyse customer applications under the lease, including alienation and alterations.* Ensure customer compliance with lease covenants, including complicated or contentious perceived breaches* Resolve customer matters affecting valuation* Liaise with appropriate additional advisers as required (legal, building surveying etc.)* Working with RLAM JLL Asset Experience Services Team to ensure strong internal stakeholder relationship for efficiency of work whilst owning output to the asset manager.* Manage risk actions and undertake statutory compliance management.* Conduct / Arrange H&S checks (monthly and voids), including Site Safety* Checks/Inspections and Void Management Inspections. Utilising third parties where appropriative (void security)* Handle Accidents & Incidents reporting and follow-up.* Manage E-Permits (permits-to-work) system and support ISO14001 compliance requirements.* Coordinate LRQA audits and compliance activities.* Ensure compliance with health and safety legislation and implement compliance measures.* Support and implement ESG initiatives in alignment with client's ESG strategy and JLL's responsibilities.* Be aware of industry and legal obligations in relation to ESG.* Assist with sustainability reporting and compliance requirements.* Support Asset Sustainability Plans, ESG Database and Risk Assessments. Supplier & Contract Management* Lead representation at site level framework partner meetings, to ensure high standards of service delivery.* Responsibility for scope of services and contract variation initiatives, in conjunction with Costs Manager, Soft Services Manager and Technical Services Manager* Implement works associated with PPM (Planned Preventative Maintenance) report, including PPM Statutory & Regulatory projects.* Handle reactive works and fabric maintenance issues.* Manage quotes and work orders within designated authority levels.* Supervise projects and works activities, including management of risk and method statements.* Participate in portfolio sales/purchases Insurance Management* Handle on-site activities such as accident book records and CCTV provision* Review and supply contracts and gather information for central insurance team* Implement insurer's requirements, including improvements and repair/maintenance* Ensure claims are settled and funds applied to any insurance works completed* Good knowledge of commercial property management across diverse asset types and comprehensive understanding of building systems, maintenance planning, and facility management* Strategic portfolio planning and optimisation capabilities with comprehensive understanding of risk management in property contexts* Good knowledge of RICS standards with ability to interpret and apply to complex situations* Comprehensive understanding of regulatory frameworks, compliance governance, health and safety legislation* Knowledge of sustainability standards, ESG strategy implementation, and reporting requirements* Familiarity with property management technologies, reporting systems, and relevant property legislation* Strategic vision that aligns team activities with business objectives combined with strong organisational abilities and exceptional attention to detail* Decisive leadership when making complex decisions with collaborative working style that builds effective relationships* Client intimacy that builds trusted advisor relationships with client-focused mindset that prioritises service excellence* Entrepreneurial mindset that identifies growth opportunities with problem-solving approach to operational challenges* Accountability for performance and business outcomes with professional integrity in all business dealings* Inspirational leadership that motivates high performance with resilience under pressure* Commercial acumen that balances service quality with profitabilityAt JLL, we give you the opportunity, knowledge and tools to own your success, because we value what makes each of us unique. We help our people thrive, grow meaningful careers and find a place where they belong. Together, we strive to be exceptional and shape a better world.For over 200 years, JLL (NYSE: JLL), a leading global commercial real estate and investment management company, has helped clients buy, build, occupy, manage and invest in a variety of commercial, industrial, hotel, residential and retail properties. A Fortune 500(R) company with operations in over 80 countries around the world, our employees bring the power of a global platform combined with local expertise. Driven by our purpose to shape the future of real estate for a better world, we help our clients, people and communities SEE A BRIGHTER WAYSM. JLL is the brand name, and a registered trademark, of Jones Lang LaSalle Incorporated. For further information, visit.