Workplace Experience Lead

About JLL
- We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 91,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people and our communities.
Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.
Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.
Workplace Experience Lead (APAC)
Work Dynamics

The Workplace Experience Manager shall exhibit strong leadership and communication trait, performance delivery and great sense of customer centric workplace service solutions

Build and maintain client relationships
Work with local clients to develop, cascade, deliver and report shared goals and objectives and ensure these are cascaded at all levels
Develop strong relationships with clients, key stakeholders, customers including setting up regular customer forums to promote 360 feedbacks
Ensure close contact is established with client organizations to remain abreast of current strategy, thinking, policies and procedures
In collaboration with the ASPAC Account Lead embed a strong governance framework including presenting annual, quarterly & monthly governance meetings and ensure direct reports do the same for their areas of responsibility

Roadmap on colleague experience (CX)
Identify initiatives to include in roadmap
Utilise the data suite to analyse and report opportunities for service enhancement and support the client in cost vs quality making decisions

Promoting and delivering CX initiatives
Develop business case for CX pilots (with support from site teams)
Support sites to build out project plan to deliver desired outcomes & report back on progress
Support stakeholder development
Identify key themes to support

Workplace Engagement
Develop an Engagement strategy
Support sites in delivering their engagement plan
Engage BRG and C&EA for support

Role Expansion
Exposure and opportunities in Workplace Services operations such as front of house, concierge, event management, soft services etc.
Team member in work improvement focus groups
Any other roles that are mutually reviewed and agreed upon as suitable career development

Desired skills and experience
Minimum 10 years’ experience facility management, hospitality, communications role
Experience in front office, events, MICE, communications an advantage
Familiarity with and working alongside facilities management team in commercial property
Familiarity of different work and ethnic culture of Asia Pacific countries
Facilities operations and workplace services experience
Excellent communication skills - written and spoken
Excellent interpersonal and presentation skills via multiple media
Ability to work in a team environment
Ability to influence, partner and operate strategically are critical competencies.
Energy and drive to develop the customer experience
Excellent relationship, and stakeholder management skills.
Good understanding of current industry technology and with a drive for market knowledge future enhancements
Commercially and financially astute.
Strategic thinking and decision making.
Able to lead and inspire, guide and coach, and develop the performance of those managed either remotely or in person.
Seeks feedback to support timely decision making.
Has courage to make tough decisions (fail fast)
Able to work in a complex environment and comfortable with ambiguity

**What we can do for you**:
At JLL, we make sure that you become the best version of yourself by helping you realize your full potential in an entrepreneurial and inclusive work environment. We will empower your ambitions through our dedicated Total Rewards Program, competitive pay and benefits package.

What you can expect from us
We succeed together and believe the best inspire the best, so we invest in supporting each other, learning together and celebrating our success.
Our Total Rewards program reflects our commitment to helping you achieve your career ambitions, recognizing your contributions, investing in your well-being and providing competitive benefits and pay.