WE&O Experience Manager

JLL; Greater London; On-site; GBP 60,000 - 90,000; Full time

Job summary

JLL is seeking an WE&O Experience Manager to lead workplace experience and service delivery on the client’s London site, near The City. Reporting to the Facility Manager, you will drive an elevated level of service for building users and guests, focusing on the Customer Experience Centre.

You will lead a multidisciplinary Workplace Team, delivering events and experiences, while managing contracts, operations, and innovative technologies to enhance daily interactions for colleagues and visitors.

Qualifications

• Minimum of 5 years in related role within customer facing environment/FM/Hospitality.
• Experience in a creative / social media environment would be beneficial.
• Flexibility to respond to critical needs and changes in work requirements.
• Proven track record of leading teams and delivering events and workplace experiences.

Responsibilities

• Lead the development and implementation of modern Workplace Programs to deliver best in class Employee Experience in the London Office.
• Develop and sustain a high quality, well-motivated team and deliver first-class events and Workplace experience across the office and Customer Experience Centre.
• Ensure client and guest expectations are met and aligned with overall strategy.
• Oversee contracts and service delivery with our customer and partners.
• Manage site operations with industry best practices for a superior Workplace experience.
• Explore new ways of working through technology, automation and innovative operations.

Skills

Communication

Project management

Customer service

Team leadership

Stakeholder management

Adaptability

Job description

Join JLL's dynamic team serving one of the world's largest banking and financial services organisations with a network spanning more than 50 countries and territories. We're seeking talented professionals who thrive in fast-paced environments and are eager to drive meaningful change. This is an outstanding opportunity to work alongside industry experts that help shape the future of workplace strategy for a globally recognised institution. Whether you want a career that could take you to the top or an exciting new direction, we offer opportunities, support and rewards that will help you stand out, fulfil your potential, and ultimately make your mark on something truly exciting.

WE&O Experience Manager

The WE&O Experience Manager will be based on the client’s London site on the outskirts of The City. Reporting to the Facility Manager, they will be a key part of the wider Workplace Team. Spearheading the Workplace experience and service delivery onsite, they are responsible for bringing, as an individual and through their team, an elevated level of service to all building users, guests and visitors with a particular focus on the Customer Experience Centre.

The client’s office is a modern, high specification office environment providing thriving and diverse communities where enthusiasm and engagement with all users is welcomed, encouraged and rewarded. We aim to provide the highest level of Workplace experience to customers, colleagues and visitors at each touchpoint.

What This Job Involves

• Workplace Experience: Lead the development and implementation of modern Workplace Programs in order to deliver best in class Employee Experience within the London Office.
• People Management & Teamwork – develop and sustain a high quality well motivated team, supporting the client strategy and in-house team to deliver first class events and Workplace experience across the office and again focussed more generally on the Customer Experience Centre.
• Client Management – ensure that client and guest expectations are met and overall strategy delivered.
• Contracts Management – ensure that all contracts under their ownership are professionally delivered (the contract with our customer, the contracts with our business partners).
• Site Operations Management – implementing industry best practice operations to bring a first-class Workplace experience for all on site.
• Technology, Automation, Innovation – develop new ways of working through the application of innovative technologies, automation and innovative operations.
• Sustainability – demonstrate a commitment to JLL and client sustainability programs in all parts of the office and always working collaboratively with the wider Workplace group and partners.
• Mentor & enable training & development of team members, leading by example.
• Nurture an environment conducive to good teamwork and co-operation among colleagues.
• Act as a SME for Workplace Experience/ Front of House related items for the account and support the development of processes and SOP to serve the wider account targets.
• Provide standard monthly/quarterly/annual reporting and management reports as required.
• Flexible to perform other duties within the Workplace team when required.

Skills

• Excellent written and oral communication skills, including presentation and negotiation skills.
• Ability to manage multiple projects and competing priorities.
• An absolute commitment to customer service in a highly demanding environment
• Ability to network at all levels within the organisation.
• Flexibility and adaptability to changing business requirements.
• An outgoing and engaging approach to relationship building.
• You can demonstrate successful team management and have good people skills.
• You have the ability to build and maintain strong relationships with FTE, Guests, Key Service Partners and other onsite Business Partners
• Ability to display initiative, confidence and professionalism in all dealings.

Experience

• Minimum of 5 years in related role within customer facing environment/FM/Hospitality.
• Experience working in a creative /social media environment would be beneficial.
• Must be able to demonstrate flexibility in relation to type of works carried out and availability as critical needs arise.
• You can demonstrate successful team management and have good people skills.