Occupier and Customer Manager

TN United Kingdom; London; On-site; GBP 35,000 - 55,000; Full time

Job summary

An established industry player is seeking an Occupier & Customer Manager to enhance relationships between occupiers, customers, and the community in London. This role involves fostering connections, managing communications, and ensuring the success of community programs. With a focus on customer experience and stakeholder engagement, you will play a vital role in elevating the Destination's appeal. If you are passionate about retail and community engagement, this position offers a unique opportunity to make a significant impact in a dynamic environment.

Qualifications

• Strong communication and interpersonal skills are essential for this role.
• Experience with cold outreach and managing retailer relationships is advantageous.

Responsibilities

• Build proactive relationships with retailers and manage occupier communications.
• Collect turnover information and produce accurate reports on tenant engagement.

Skills

Communication Skills

Interpersonal Skills

Organizational Skills

Multitasking

Customer Experience

Project Management

Event Management

Job description

JLL empowers you to shape a brighter way.

Our people at JLL and JLL Technologies 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 find a place where they belong. Whether you have 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.

Role Purpose

The Occupier & Customer Manager will develop occupier and customer-centric strategic relationships, designed to create connections between occupiers, customers, and the local community while elevating the experience within the Destination.

The role also involves ensuring sales collections, trading data, and key data are maintained and obtained.

Key Stakeholders

• Occupiers
• Customers
• Hammerson (Client)
• Destination Team
• JLL
• Local community (charities, schools, local authorities, organizations, and non-retail businesses)
• Marketing team
• JLL service partners

Core Responsibilities

• Building proactive and effective two-way relationships with retailers at the Destination
• Managing occupier communications, working with all departments and clients to ensure effective communication
• Meeting with representatives from each retailer to understand their business performance objectives, aspirations, and needs, and identify opportunities to assist them
• Collecting turnover information from tenants
• Producing reports accurately and on time, focusing on tenant engagement and financials
• Managing and overseeing the delivery of on-site community programs, including activation support, stakeholder liaison, and tracking performance against ESG targets
• Overseeing retailer customer feedback programs and using feedback to inform strategy
• Providing reports on customer and community feedback to evolve the customer service offer
• Building relationships with stakeholders within the Destination, including local retailers, leisure operators, public services, authorities, educational institutions, charities, etc., to unlock opportunities
• Collaborating with the Finance & Data Manager and General Manager to analyze footfall data

Required Skills

• Strong communication and interpersonal skills
• Excellent verbal and written communication skills
• Experience with cold outreach is a plus
• Exceptional organizational and multitasking abilities
• Integrity, dependability, responsibility, accountability, self-awareness, work ethic, and empathy
• Passion and understanding of retail, with experience managing retailer relationships being advantageous
• Understanding of well-being programs
• Experience in small to medium-scale event management
• Passion for customer experience
• Project management and business operations experience
• Innovative and bold thinking
• Efficiency-oriented mindset
• Ambitious and commercially minded

Location: On-site – London, GBR

If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements. We’re interested in what you bring to the table! For support during the application process, please contact us at [phone]. For other inquiries, visit our Contact Us page. We look forward to hearing from you.

JLL Privacy Notice

Jones Lang LaSalle (JLL) and its affiliates are committed to protecting your personal information. We collect data solely for recruitment purposes and handle it securely. For more details, view our Candidate Privacy Statement and our career site pages for each country. Candidates in the United States can review our Equal Employment Opportunity and Affirmative Action policy.