Regional Workplace Experience Director

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What the job involves

At JLL, we understand that an exceptional workplace fuels employee engagement, productivity, and overall success. We're seeking an experienced, passionate Workplace Experience Lead to champion a best-in-class environment for our client's employees, guests, and colleagues. This pivotal client-facing role will shape how people interact with their workspace, foster a vibrant community, and ensure seamless operations. You'll strategically integrate people-centric experiences with cutting-edge facility management, leveraging technology, particularly AI, to cultivate inspiring, productive, and collaborative regional workplaces. Additionally, you'll provide oversight and support for mobilization and transformation initiatives to ensure programs are successfully embedded within the account.

Responsibilities Key Responsibilities:

• Design and implement a best-in-class end-to-end workplace experience framework for Asia Pacific, covering processes, principles, staffing, and service execution.
• Execute the plan, act as a coach and mentor, facilitate rollout, and govern the program to meet service levels.
• Champion the Employee & Guest Journey by operationalizing the workplace experience strategy, enhancing operations, and creating seamless service experiences.
• Translate global and account-level strategies into regional plans, ensuring consistency and relevance.
• Oversee diverse workplace services, including reception, amenities, meeting coordination, mail, print, and integrate technology where appropriate.
• Act as the primary client contact for experience delivery to JLL teams and clients.
• Create innovative pilot projects to elevate user experience.
• Respond proactively to client needs, transforming problems into opportunities.
• Organize social programs and initiatives fostering community and purpose.

Operational Excellence & Innovation

• Enhance user experience through innovative projects and proactive responses.
• Develop programs and procedures to improve efficiency, quality, and compliance.
• Leverage technology and digital platforms to improve experience and team mobility.
• Train staff and vendors, ensure service consistency and high standards.
• Document and maintain soft services processes across the portfolio.

Operational Oversight & Performance Management

• Establish and monitor metrics, KPIs, and SLAs for the region.
• Ensure consistent delivery of soft services across sites.
• Conduct audits, identify improvements, and implement corrective actions.
• Use technology to optimize operations and enable data-driven decisions.

Client Relationship Management

• Collaborate with client teams, internal partners, and vendors to enhance workplace experience.
• Serve as a trusted advisor and primary contact for regional clients.
• Maintain relationships with external vendors and support programs and projects.
• Lead and support a team of Workplace Experience Leads and Managers.
• Promote a high-performance, customer-centric culture.

Required Qualifications

• Bachelor's degree in Hospitality, Business Administration, Facilities Management, or related field.
• At least 15 years of experience in hospitality, tourism, events, operations, property management, or client-facing facilities management.
• Experience developing and implementing workplace experience programs for multinational clients.
• Proven ability to deliver exceptional customer service.
• People-centric approach and understanding of workplace trends (wellbeing, hybrid work, technology).
• Excellent communication skills at all organizational levels.
• Strong interpersonal, organizational, and multitasking skills.
• Proficient in Microsoft Office and workplace management software.
• Innovative, independent, and capable of minimal supervision.
• Analytical, financial, and strategic planning skills.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Business Development and Sales

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