Workplace Experience Lead

Jones Lang LaSalle Incorporated; Singapore; On-site; SGD 60,000 - 110,000; Full time

Job summary

Jones Lang LaSalle Incorporated in Singapore is seeking a Workplace Experience Lead to manage a team of ambassadors delivering hospitality, support, and engagement across the client’s workspace. The role blends client relationship acuity with hands-on experience design in a dynamic setting.

Responsibilities include partnering with HR, Technology, and Security; guiding service delivery to reflect the client’s culture; and ensuring operations meet safety, privacy, and contractual standards.

Qualifications

• Diploma in Business, Hospitality, Communications, HR, or related field.
• 4+ years in client-facing roles within workplace experience, facilities services or customer success.
• Proven leadership of frontline teams (5+ members) with coaching and performance accountability.
• Strong interpersonal and communication skills to navigate diverse stakeholder groups and represent the client’s brand.
• Familiarity with workplace tech such as desk booking apps and visitor management systems.

Responsibilities

• Lead a team of Workplace Ambassadors and drive service excellence.
• Build and manage relationships with client HR, Technology, Security, and other stakeholders.
• Oversee daily ambassador-led services including events, office readiness and employee support.
• Co-create and implement tailored workplace programs to boost engagement and reinforce the client’s employer brand.
• Monitor site operations for cleanliness, safety and brand consistency; coordinate with internal teams to resolve issues promptly.
• Gather feedback and analyze trends to propose improvements and optimize experience.
• Ensure activities meet SLAs, safety, data privacy, and reporting requirements.

Skills

Team Leadership

Client-facing

Stakeholder Mgmt

People Development

Facilities Services

Communication

Education

Diploma or equivalent

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.

About the Role

As a Workplace Experience Lead supporting a key client account, you will serve as the primary steward of the on‑site workplace experience, ensuring it consistently reflects both JLL’s service excellence and the client’s unique culture, values, and operational needs. You will directly manage a team of Workplace Ambassadors who deliver day‑to‑day hospitality, support, and engagement services across the client’s workspace(s). This role requires a blend of client relationship acumen, team leadership, and hands‑on experience design in a dynamic work environment.

Key Responsibilities

• Client Partnership: Act as the trusted point of contact for workplace experience matters, building strong relationships with client stakeholders (e.g., HR, Technology, Security, etc.) and aligning service delivery with their evolving business goals.
• Team Leadership: Recruit, train, coach, and manage a high‑performing team of Workplace Ambassadors; set clear expectations, conduct performance reviews, and foster a service‑oriented, inclusive team culture.
• Service Excellence: Oversee daily ambassador‑led services—including events, office readiness, and employee assistance—ensuring seamless, branded experiences.
• Experience Design & Execution: Co‑create and implement tailored workplace programs (e.g., office tours, wellness activations, recognition moments, engagement events, education) that enhance employee satisfaction and reinforce the client’s employer brand.
• Operational Oversight: Monitor site operations for cleanliness, safety, functionality, and brand consistency; coordinate with vendors and internal JLL Workplace teams (engineering, delivery, property services) to resolve issues promptly.
• Feedback & Continuous Improvement: Gather insights through surveys, ambassador reports, and client check‑ins; analyze trends and propose enhancements to elevate the experience.
• Compliance & Reporting: Ensure all activities meet contractual SLAs, health & safety regulations, and data privacy standards; deliver regular performance reports to client and JLL leadership.
• Budget & Resource Management: Manage labor scheduling, supplies, and minor program budgets within agreed parameters to optimize cost‑efficiency without compromising quality.

Qualifications & Skills

• Diploma in Business, Hospitality, Communications, Human Resources, or a related field (or equivalent practical experience).
• 4+ years of experience in client‑facing roles within workplace experience, corporate hospitality, facilities services, or customer success—preferably in a managed services or outsourced environment.
• Proven experience leading frontline teams (5+ members) with a focus on coaching, engagement, and performance accountability.
• Strong interpersonal and communication skills, with the ability to navigate diverse stakeholder groups and represent the client’s brand authentically.
• Familiarity with workplace technologies (e.g., desk booking apps, visitor management systems, service request platforms).
• Organized, proactive, and adaptable—with the ability to manage multiple priorities in a fast‑paced setting.
• Passion for creating human‑centered experiences and fostering workplace community.

Why This Role Matters

You’ll be the face and heartbeat of the workplace for our client’s employees—turning physical space into meaningful experience through people, service, and thoughtful design. Your leadership will directly impact how thousands of employees feel about coming to work each day.

Location: On‑site –Singapore

Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may email us at [e-mail]. This email is only to request an accommodation.

We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely. For more information about how JLL processes your personal data, please view our Candidate Privacy Statement. For additional details please see our career site pages for each country.

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® 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 jll.com.