Workplace Experience Manager

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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 peopleand empowering them to thrive grow meaningful careers and to find a place where they belong. Whether youve got deep experience in commercial real estate skilled trades or technology or youre 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 clients 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 clients colleagues customers and guests in a connected workplace which promotes a culture of inclusion and safety. The clients 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 clients 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 service delivery.

Foster a collaborative engaged and customer-focused team culture aligned with workplace experience…