Develops and implements customer experience training plans that enable exceptional service delivery
Leverages Consulting and Research teams to address client needs for a holistic approach to workplace delivery
Collaborates with our Sales and Solution Development teams in response to all business opportunities, RFP’s, RFI’s, and renewals
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
Applies a digital first and human centric approach to service needs and opportunities
Encourages and builds mutual trust, respect, and cooperation among team members
Establishes challenging, realistic, and obtainable goals to guide accounts teams
Leads the standardization of workplace experience programs / products and services by region
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)
Develops comprehensive business plans that enhance employee engagement, increase productivity, reduce cost, mitigate risk, and create value for our Client and JLL
Works closely with Account Leadership to identify opportunities to grow and scale our programs and services
Develops a working relationship with our clients - understands their goals, objectives, and desired outcome for Workplace Experience
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
Establishes and maintains sound management guidelines for appropriate staffing levels in accordance with client service level agreements and operating needs
Monitors and manages 3rd party vendor performance related to soft services delivery
Requirements
microsoft office
bachelor's
8+ years
hospitality
analytical
communication
Ability to gather data, assess situations and quickly develop solutions
Excellent verbal and written communication skills with the ability to communicate professionally
Strong analytical/financial aptitude
Proficient skills in Microsoft Office Suite (Excel, Work, PowerPoint, Visio, Outlook, and Access)
Anticipation and response to needs and concerns of multiple clients and transform problems into opportunities
Bachelor’s degree
Utilizes interpersonal, communication, and storytelling skills to lead, influence, and encourage others
Highly collaborative with strong interpersonal skills
8+ years prior experience in Hospitality Soft Services, Facility Management or Operations. Knowledge of commercial and Workplace Strategy is also preferred