Regional Workplace Experience Director

Overview

Lead design, implementation, and governance of APAC workplace experience programs.

Key Responsibilities

• tech integration
• vendor management
• service delivery
• kpis monitoring
• experience design
• team leadership

Tasks

-Championing the Employee & Guest Journey: Operationalize the client's workplace experience strategy by integrating JLL's best practices to enhance operations and create a seamless service experience. -Collaborate closely with the client's workplace team, Account Leadership team, internal partners (e.g., Security, Facilities Management, HR), and external vendors to develop and deliver programs that enhance the experience of employees, visitors, clients, and vendors. -Introduce and leverage technology and digital platforms to enhance the workplace experience and enable the Workplace Experience team to be more mobile and present on the occupant floors with structured objective programs in place -Curate and execute a dynamic program of social opportunities, events, and initiatives that foster a sense of belonging, connection, and purpose for employees and visitors. -Oversee the consistent delivery of "soft services" across all regional sites, including reception/guest services, onsite amenities (e.g., fitness centers, food services), meeting and event coordination, mail, print, and other high-touch employee services. -Develop and implement innovative programs, processes, and procedures that enhance efficiency, productivity, and quality, while mitigating risks in compliance with relevant laws and regulations. -Create and champion innovative pilot experience projects designed to elevating the building users experience -Foster a high-performance, customer-centric culture within the regional team, promoting collaboration, innovation, and continuous learning. -Provide strong leadership, mentorship, and support to a team of Workplace Experience Leads and Managers across the region. -Establish and maintain strong relationships with external vendors, service providers, and consultants to support workplace programs and projects. -Anticipate and respond proactively to the needs and concerns of client customers, transforming problems into opportunities. -Act as a trusted advisor and primary point of contact for regional client customers, understanding their needs, addressing concerns, and proactively seeking opportunities to enhance their workplace strategy. -Document soft services processes and ensure adherence across the portfolio, maintaining high standards of operation. -Establish and monitor Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) for workplace experience across the region, driving continuous improvement and excellence. -Act as the primary client for the experience delivery to JLL teams and clients -Designing and implementing best-in-class end-to-end workplace experience framework for Asia Pacific that covers everything from its underlying processes and guiding principles to staffing and service execution. -Introduce and leverage technology and digital platforms to optimize regional workplace experience operations, enabling data-driven decision-making and enhancing efficiency. -Translate global / account-level workplace experience strategies into actionable regional plans, ensuring consistency and local relevance. -Oversee and support a diverse portfolio of "workplace services" including reception / guest services, onsite amenities, meeting and event coordination, mail, print, and other high-touch employee services and actively integrate technology into all service streams where it makes sense.. -Execute the plan and act as a coach and mentor to facilitate the framework rollout. After achieving a steady state, govern the program to consistently meet active service levels. -Lead the review and training of staff and vendor teams, ensuring consistency and excellence in service delivery. -Elevate user experience through innovative pilot projects and proactive responses to needs. -Establish metrics to measure the performance of workplace experience for Asia Pacific -Conduct regular audits and assessments of service delivery, identifying areas for improvement and implementing corrective actions.

Requirements

• 15+ years
• bachelor's
• microsoft office
• hospitality
• communication
• customer service

What You Bring

-Excellent verbal and written communication skills with the ability to communicate professionally and clearly at all levels of an organization. -Minimum of 15 years of experience in hospitality, tourism, events, operations, property management, or C-suite client-facing facilities management. -High degree of innovation, independence, and the ability to work with minimal supervision. -Strong understanding of workplace experience trends and best practices (e.g., employee wellbeing, hybrid work models, integrated technology).. -Bachelor's degree (or equivalent combination of education and experience) in Hospitality, Business Administration, Facilities Management, or a related field. -Strategic Thinking ability to create long-term plans for a better workplace experience. -Proven experience at developing and implementing a workplace experience/hospitality program for multinational clients -Analytical and financial aptitude for assessing performance and informing decision-making. -Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and comfortable with workplace management software and technologies. -Exceptional interpersonal and relationship-building skills. -Strong organizational skills, attention to detail, proficient in managing multiple tasks and projects, events & operational tasks simultaneously & work effectively in a fast-paced, environment. -Proven ability to deliver exceptional customer service and create positive experiences.

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About Jll

-Founded over 200 years ago, JLL has become a global leader in real estate services and investment management. -With a presence in over 80 countries, JLL offers a wide range of services, including property management, advisory, and capital markets. -JLL manages iconic properties like the Shard in London and works with Fortune 500 companies to optimize real estate portfolios. -The company is known for its innovative solutions in real estate technology and sustainability. -Typical projects include large-scale urban developments, corporate relocations, and infrastructure advisory. -JLL has pioneered the integration of data-driven insights into real estate decision-making. -The company’s expertise spans across diverse sectors, such as residential, commercial, industrial, and infrastructure. -Notable for its long-standing history, JLL continues to shape the global real estate landscape.

Sector Specialisms