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Global Workplace Experience Lead

Company: Jones Lang LaSalle
Location: Atlanta
Posted on: January 15, 2021

Job Description:

JLL Experience team members are experts who create value through lasting partnerships. The Global Workplace Experience Lead is responsible for building and delivering experience services that transform the workplace for our client---s employees and guests. The role is responsible for developing experience strategies, programming, and service delivery that is integrated with other JLL service lines, creating a memorable experience within our client---s space that is viewed as a key differentiator for how our client---s organization is perceived and valued. This delivery model positively impacts how the workplace is experienced by our client---s employees and its guests. Services include, but are not limited to: reception, concierge / ambassador services, guest services, amenities, fitness, foodservices, meeting & event planning, mail, shipping, records and other high touch services. The role is client facing and must be able to exhibit exceptional client service and communication skills from the C-Suite down. The expectation as the leader of the Experience team is that superior client service will be provided while applying JLL---s core values of teamwork, ethics and excellence while embracing the client---s values and guiding principles. Key Responsibilities:Operational Excellence / Program DevelopmentWorks closely with Account leadership and the client to understand the goals, objectives and focus areas for Experience Services on the accountDevelops comprehensive business plans that enhance employee engagement, increase productivity, reduce cost, mitigate risk and create value for our client and JLLEngages in a culture of continuous improvement and innovation by leveraging business intelligence, adopting and participating in the development of best practices at the platform level including new tools, process re-engineering and other ideas that provide service delivery efficienciesManages the operational implementation of experience focused services on the account, developing programs, tools and processes while integrating with other service linesEnsures operational excellence in day to day service delivery including the development of playbooks and programs which improve the efficiency and effectiveness, performance, quality, safety and risk for our clients that are measured with appropriate performance metricsManages 3rd party suppliers in the delivery of services aligned with experience programsAchieves and exceeds goals including performance goals, financial plan goals and team goalsContributes to the overall technology roadmap, in support of JLL---s digital drive initiativesPerform additional job duties, as requested by account teamExperience ManagementDevelops and implements a customer experience training plan that enables exceptional service delivery across the account globally. Perpetuate a culture of hospitality.Utilizes interpersonal and communication skills to lead, influence and encourage others; advocates sound financial / business decision making, demonstrates honesty and integrity, leads by exampleEncourages and builds mutual trust, respect and cooperation among team membersEstablishes and maintains sound management guidelines for appropriate staffing levels in accordance with client statements of work and service level agreementsEnsures that expectations and objectives are clearly communicatedEstablishes and maintains open, collaborative relationships with direct reports and entire account team. Ensures all team members meet these same expectations.Builds meaningful lasting relationships with the JLL platform team to promote confidence, innovation and best practicesActs as a resource and subject matter expert sharing industry expertise, best practices and thought leadershipEnsuring Exceptional Customer ServiceProactively identifies and escalates risks and issues at the account level (audit findings, client complaints, material service provider service issues, information security, any impacts to account KPIs); develops solid recommendation options for resolutionEngages key customer contacts to identify areas for improvementCreates and shares corrective action plans based on KPI results, surveys, leading indicators with key client contactsUtilizes JLL technology tools to identify and create actionable insights to improve service deliveryWork with other Experience platform resources to identify account opportunitiesMaintains a thorough knowledge of the competitive environment and articulates JLL---s value propositionActs with a sense of urgency to address service issuesProvides continual feedback to team members to improve performance and develop service capabilitiesQualificationsBachelor---s degree7-10 years prior experience in Hospitality, Soft Services and / or Operations. Knowledge of commercial real estate and hospitality industry preferredProven leadership skills with the ability to manage competing priorities and deliver results in a fast-paced environmentSelf-directed with a high energy level, track record of initiative, integrity and good judgementAbility to present in front of many different types of clients and flexibility with presentation styleHighly collaborative approach to business with strong interpersonal skills and the ability to influence othersAbility to gather data, assess situations and quickly develop solutions with a strong analytical/financial aptitudeExcellent verbal and written communication skills with the ability to communicate in a clear, concise professional mannerDemonstrated ability to achieve results through team membersProficient skills in Microsoft Office (Excel, Word, PowerPoint and Outlook).Must be able to travel up to 50%Preferred position location --- Wichita, KansasAlternate position locations --- Atlanta, Georgia or Auburn Hills, MichiganPotential for virtual position for exceptional candidateLI-MZJLL Privacy NoticeJones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL---s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.For additional details please see our career site pages for each country.For employees in the United States, please see a fully copy of our Equal Employment Opportunity and Affirmative Action policy here.Jones Lang LaSalle (---JLL---) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process --- including the online application and/or overall selection process --- you may email us at This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.Full time

Keywords: Jones Lang LaSalle, Atlanta , Global Workplace Experience Lead, Other , Atlanta, Georgia

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