Regional Workplace Experience Director

What the job involves

At JLL, we understand that an exceptional workplace fuels employee engagement, productivity, and overall success. We're seeking an experience, 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.

Key Responsibilities:

• 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.
• 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.
• 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.
• 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..
• Act as the primary client for the experience delivery to JLL teams and clients
• Create and champion innovative pilot experience projects designed to elevating the building users experience
• Anticipate and respond proactively to the needs and concerns of client customers, transforming problems into opportunities.
• 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.

Operational Excellence & Innovation:

• Elevate user experience through innovative pilot projects and proactive responses to needs.
• Develop and implement innovative programs, processes, and procedures that enhance efficiency, productivity, and quality, while mitigating risks in compliance with relevant laws and regulations.
• 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
• Lead the review and training of staff and vendor teams, ensuring consistency and excellence in service delivery.
• Document soft services processes and ensure adherence across the portfolio, maintaining high standards of operation.

Operational Oversight & Performance Management:

• Establish metrics to measure the performance of workplace experience for Asia Pacific
• 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.
• Establish and monitor Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) for workplace experience across the region, driving continuous improvement and excellence.
• Conduct regular audits and assessments of service delivery, identifying areas for improvement and implementing corrective actions.
• Introduce and leverage technology and digital platforms to optimize regional workplace experience operations, enabling data-driven decision-making and enhancing efficiency.

Client Relationship Management:

• 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.
• 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.
• Establish and maintain strong relationships with external vendors, service providers, and consultants to support workplace programs and projects.
• Provide strong leadership, mentorship, and support to a team of Workplace Experience Leads and Managers across the region.
• Foster a high-performance, customer-centric culture within the regional team, promoting collaboration, innovation, and continuous learning.

Required Qualifications:

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