Workplace Experience Manager

The Workplace 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

The WXM is directly accountable for the following typical activities:

• 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.
  
  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.
  
  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 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., Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. 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.