Workplace Experience Manager

JLL empowers you to shape a brighter way . Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong.

Whether you've got deep experience in commercial real estate, skilled trades or technology, or you're looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward. Workplace Experience Manager Our Client Vision Our goal is to provide an enhanced Workplace Experience that meets our client's Property & Facilities Management (P&FM) vision of delivering: "A workplace that provides an integrated customer experience enabling colleagues to do their best work."

In this role you will be a part of delivering a World Class Workplace experience for our client's colleagues, customers, and guests in a connected workplace which promotes a culture of inclusion and safety. The client's Moments that Matter (MtM) programme provides a focus for creating an environment that enhances productivity, collaboration, and well-being. You will have the opportunity to create exceptional workplace experiences and drive colleague satisfaction and engagement to make opportunities for everyone to flourish.

Job Description Summary The Workplace Experience Manager leads the day-to-day delivery of Workplace Experience services across the client's portfolio of 3 London offices (including their headquarters) and 3 regional offices, ensuring a consistent, high-quality, hospitality-led experience for colleagues, clients, and visitors. The role combines operational leadership, team and vendor management, stakeholder engagement, and workplace hospitality to create an exceptional workplace environment aligned with business objectives and service standards.

The Workplace Experience Manager leads frontline Workplace Experience teams and vendor partners across reception, events, administration, mailroom, and workplace ambassador services, supporting operational governance, KPI performance, and continuous improvement initiatives. This highly visible, client-facing role requires strong leadership and stakeholder management to deliver exceptional workplace experiences within a fast-paced corporate environment, acting as a key operational partner across Workplace Services, Facilities Management, IT, Security, AV, Catering, Cleaning, and business stakeholders.

This role reports to the Senior Manager, Workplace Operations & Experience.

Key Responsibilities Workplace Experience Operations
• Support the day-to-day delivery of Workplace Experience operations across 3 London offices, including the headquarters site, and 3 regional offices.
• Ensure workplace environments are safe, welcoming, well-maintained, organised, and always operating efficiently.
• Lead frontline workplace experience delivery across reception, workplace ambassador, administration, mailroom, and events functions.
• Ensure reception areas, meeting rooms, collaboration spaces, executive areas, and shared spaces consistently meet premium hospitality and presentation standards.
• Act as a key escalation point for operational workplace issues and ensure timely resolution and communication.
• Conduct regular Gemba Walks - systematic site inspections observing colleague and visitor experience firsthand - documenting findings and implementing corrective actions in partnership with service delivery teams.
• Support workplace operational governance, compliance, service consistency, and adherence to agreed service levels and procedures.
• Coordinate workplace logistics including office moves, churn activities, workplace requests, and operational support activities. Team Leadership & Vendor Management
• Lead and develop the onsite Workplace Experience team, including the Workplace Ambassador Lead, Workplace Ambassadors, and Administration and Reservations team members.
• Provide day-to-day leadership, coaching, support, and performance management to ensure a consistently high standard of…