Global Experience Lead

Description

• Works closely with Account Leadership to identify opportunities to grow and scale our programs and services
• Contributes to product development and workplace enhancements through ongoing and routine engagement – sharing operational needs, opportunities, risks
• Ensures that expectations and objectives are clearly communicated
• Leverages Consulting and Research teams to address client needs for a holistic approach to workplace delivery
• Establishes and maintains open, collaborative relationships with direct reports and entire Experience team and ensures direct reports do the same for their team
• Proactively identifies and escalates risks and issues at the account level (audit findings, client complaints, material vendor service issues, information security, any impact to the Account KPI’s)
• Leads the standardization of workplace experience programs / products and services by region
• Collaborates with our Sales and Solution Development teams in response to all business opportunities, RFP’s, RFI’s, and renewals
• Develops comprehensive business plans that enhance employee engagement, increase productivity, reduce cost, mitigate risk, and create value for our Client and JLL
• Develops a working relationship with our clients - understands their goals, objectives, and desired outcome for Workplace Experience
• Develops and implements customer experience training plans that enable exceptional service delivery across the globe
• Sets goals and expectations for direct reports using the performance review process and holds team accountable for successful performance
• Establishes challenging, realistic, and obtainable goals to guide accounts teams
• Manages a team of Regional Experience Leads who support the on-account resources responsible for the daily implementation and execution of Experience programming
• Encourages and builds mutual trust, respect, and cooperation among team members
• Establishes and maintains sound management guidelines for appropriate staffing levels in accordance with client service level agreements and operating needs
• Engages in a culture of continuous improvement and innovation by leveraging business intelligence, adopting, and participating in the development of best practices at the IFM platform level including new tools, process re-engineering and other ideas that provide service delivery efficiencies
• Applies a digital first and human centric approach to service needs and opportunities
• Monitors and manages 3rd party vendor performance related to soft services delivery

Requirements

• Anticipation and response to needs and concerns of multiple clients and transform problems into opportunities
• 15+ years prior experience in Hospitality Soft Services, Facility Management or Operations. Knowledge of commercial and Workplace Strategy is also preferred
• Proven leadership skills with the ability to manage multiple priorities and deliver results in a fast paced heavily matrixed environment
• Advocates sound financial/business decision making; demonstrates honesty/integrity
• Highly collaborative with strong interpersonal skills
• Track record of initiative, integrity, and good judgement
• Bachelor’s degree
• Excellent verbal and written communication skills with the ability to communicate professionally
• Proficient skills in Microsoft Office Suite (Excel, Work, PowerPoint, Visio, Outlook, and Access)
• Ability to gather data, assess situations and quickly develop solutions
• Strong analytical/financial aptitude
• Utilizes interpersonal, communication, and storytelling skills to lead, influence, and encourage others

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance