Jll
JLL provides professional services in real estate and investment management worldwide.
Performance Manager
Manage CRM, KPIs, financial reporting, client & supplier performance for FM operations.
Job Highlights
About the Role
The role focuses on managing the Facility Management (FM) technology ecosystem and driving performance insights. Core duties include administering the CRM system, developing KPI tracking and financial reporting, maintaining Teamsites, and implementing supporting platforms in collaboration with IT. The incumbent will also prepare client reports and presentations, lead change‑management initiatives, oversee new‑account transitions, ensure compliance with SOW, SOPs, GxP and local regulations, and act as the primary liaison for client feedback, industry trend analysis, and supplier performance reviews. • Administer and maintain the CRM system, customize workflows, and train FM staff on best practices. • Define, track, and report key performance indicators (KPIs) aligned with business objectives. • Monitor FM financial performance, analyze budgets and expenses, and produce variance analyses and forecasts. • Develop and manage Teamsites for collaboration, document sharing, and user training. • Identify, implement, and integrate supporting technology platforms with IT teams. • Create comprehensive client reports detailing performance metrics and project updates. • Prepare and deliver engaging client presentations that communicate FM insights and value. • Assist with change‑management processes, including technology rollouts and organizational restructuring. • Support seamless onboarding of new FM accounts by developing transition plans and closing system gaps. • Ensure understanding and adherence to Statements of Work (SOW), Standard Operating Procedures (SOPs), and contractual obligations. • Maintain compliance with Good Practice (GxP) requirements, quality standards, and local regulations. • Implement client pulse surveys, analyze results, and drive improvement action plans. • Manage client feedback and voice‑of‑the‑customer initiatives, communicating resolutions and enhancements. • Monitor industry trends, provide updates, and evaluate innovative ideas for FM operations. • Conduct supplier performance reviews, generate reports, and develop improvement plans for underperforming vendors. • Facilitate communication between FM providers and suppliers to address performance issues.
Key Responsibilities
- ▸crm administration
- ▸kpi tracking
- ▸teamsite management
- ▸tech integration
- ▸financial reporting
- ▸client reporting
Work Environment
Office Full-Time