Asset Experience Manager

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 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 Manager - Royal London Property Delivery

About the Role

As an Asset Experience Manager within JLL's Royal London Property Delivery team, you will serve as both strategic leader and operational expert for commercial property portfolios. This comprehensive role combines 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

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 timely manner.

Lease and Legal Management

• 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.

Health & Safety and Compliance Management

• 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.

ESG and Sustainability

• 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 deliv