Workplace Lead

JLL empowers you to shape a brighter way
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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.

JLL Experience Services team members are “experts who create value through lasting partnerships.” At JLL, it is our goal to provide workplace experiences that will be long remembered by our clients. We set the standard for superior experiences for our clients and our teams.

Job Summary

The Workplace Experience Lead is expected to provide superior client service while upholding core values of teamwork, ethics, and excellence. They play a crucial role in helping their team and clients achieve their ambitions and aspirations. By creating an engaging and positive workplace experience, the Experience Services Director/Lead contributes to the overall success and perception of the client's organization.

The Workplace Experience Lead is responsible for overseeing all aspects of experience-focused services on the account. They develop and implement a comprehensive strategy for soft services, amenity programming, customer experience training, and operations. These experiences serve as distinct factors that influence how our client's organization is perceived and valued, thereby positively impacting the workplace experience for both their employees and guests.

This includes managing services such as reception/guest services, on-site fitness, food services, meetings & events, mail, print, and other high-touch employee services. The role includes direct management of workplace professionals, providing leadership, coaching, and performance management to ensure exceptional service delivery.

Job Responsibilities

• Collaborate with account leadership and client stakeholders across the organization to align on the workplace experience vision and desired outcomes.

• Create detailed and actionable business plans that outline specific goals, strategic initiatives, timelines, resources needed, and the necessary steps to achieve them.

• Effectively execute and monitor the success of the business plan by collaborating with cross-functional teams, coordinating efforts, providing guidance, and facilitating communication among team members to ensure the smooth implementation of strategies.

• Monitor and measure the progress and impact of strategic initiatives, tracking key performance indicators (KPIs), and analyzing data to assess the effectiveness of the strategies. This includes making adjustments and recommendations based on the results to continuously improve.

• Manage, and self perform as needed, the Experience Services operations, ensuring that all processes, procedures, and systems are aligned across the account, and making necessary adjustments to optimize operations.

• Establish and maintain relationships with external vendors, service providers, and consultants to support workplace programs and projects.

• Acts as contact to MARS and JLL Global Safety resources to ensure compliance with all MARS policies and JLL policies (i.e. JCAP)

• Stay informed about industry trends, emerging technologies, and best practices to identify opportunities for service enhancements and stay ahead of the competition.

• Develop and monitor workplace budgets, ensuring cost-effective solutions and managing expenses in accordance with financial guidelines.

• Build and nurture positive relationships with team members, colleagues, and stakeholders. Foster open and transparent communication, actively listen to others' perspectives, and demonstrate empathy and respect in all interactions.

• Demonstrate effective leadership by setting the example through actions and behaviors. Show integrity, accountability, and professionalism while fostering a positive, inclusive, and ethical work environment.

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