Global Head of Customer Experience, Property Management

Location: New York

## Global Head of Customer Experience, Property Management Aplikujremote type:
Remote locations:
Chicago, IL:
Dallas, TX:
New York, NY:
San Francisco, CAtime type:
Full time posted on:
Opublikowano dzisiajjob requisition :
REQ
524322
** 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.
** What this job involves:
** The
** Global Head of Customer Experience, Property Management,
** leads JLL's property management client experience worldwide, setting the standard for client experience across every region JLL serves. This leader owns the outcome that matters most to occupiers and owners alike: buildings that run flawlessly, teams that are responsive, and a service model that feels consistent whether the asset is in Chicago, London, or Singapore.

The position carries global accountability for property management strategy, service delivery standards, client retention and growth, P&L performance, and the regional leadership teams who execute against those standards. The Global Head of Hospitality partners with PMs CEO, Regional Leads, and Client Relationship leads platforms to ensure property management strengthens the wider client relationship rather than operating in isolation. The ideal candidate has run large, multi-region property management or facilities operations on a scale, has a track record of improving client retention and satisfaction, and knows how to translate a global standard into local execution without losing what makes each market different.

Property management is where JLL's promise to clients is proven or lost, building by building, every single day.
** What your day-to-day will look like:
**** Global Strategy & Leadership
*** Set the global strategy and operating model for JLL's property management business, aligned to the firm's client-first positioning
* Define a consistent client experience standard with flexibility for regional and asset-class nuance
* Serve as the accountable executive for property management performance, growth, and client outcomes worldwide
* Partner with PMs CEO and Regional Heads of Property Management to translate global standards into local execution
* Represent property management in firmwide strategy, client pursuits, and cross-platform planning with Capital Markets, Work Dynamics, and Project & Development Services
* Set clear global KPIs and dashboards; monitor, audit, and course-correct performance by region and account
** Client Experience & Service Delivery
*** Own client satisfaction and retention outcomes across the global property management portfolio
* Ensure a consistent, high-quality service standard for owners and occupiers, responsiveness, transparency, and follow-through, in every region
* Establish escalation protocols so client issues are resolved quickly and visibly, with clear accountability at each level
* Build direct relationships with key global and regional clients, acting as an executive sponsor on the firm's largest accounts
* Use client feedback, satisfaction data, and account reviews to continuously refine the service model
* Design and implement operational tools, SOPs, and guidelines to ensure consistency and compliance.
* Drive one global standard with property management delivery while empowering regional leaders to adapt for local market, regulatory, and cultural conditions
* Build strong relationships with clients to drive loyalty and repeat business.
* Design and implement operational tools, SOPs, and guidelines to ensure consistency and compliance.
** Technology & Innovation
*** Drive adoption of property management technology platforms to improve responsiveness, transparency, and data quality for clients
* Champion data-driven…