Experience Lead

Experience Lead

Requirements

• 5-7 years relevant work experience
• Excellent communication and presentation skills (verbal and written)
• Strong analytical skills with a track record of identifying potential issues proactively and formulating solutions and contingency plans
• Process Management experience or demonstrated skills
• Results driven – the ability to analyze, act, and implement to ensure we achieve desired results
• Strong leadership, organizational and execution skills
• Client relationship management. Must be highly credible in front of senior executive-level client personnel
• Represents ideas effectively with strong persuading and influencing skills, and powerfully communicates the value of our successes
• Team-building. Key stakeholders and collaborators are geographically dispersed. Getting results from ad hoc groups of disparate people is critical
• Flexibility. We need to understand regional/cultural/contextual differences and allow for local expression without compromising global coherence
• Experience of extrapolating and visualizing data to derive actionable intelligence
• Advanced user of Google Suite applications

Responsibilities

• Proactively develop and manage Client relationships ensuring that expected service levels are achieved
• Comply with all requirements of the Client contract and meet or exceed Key Performance Indicators
• Deliver an exceptional quality of service to the Client, as reflected by Client feedback
• Programmatically manage and oversee service delivery of experience to executives and their support teams across the portfolio
• Drive workplace experience initiatives, including surprise & delight activities, across the portfolio
• Develop and implement a suite of management information reports applicable to the contract and as agreed with the Client
• Ensure smooth transition of sites as they change building status
• Oversee Reception and Shipping & Receiving programmatically ensuring a positive end user experience
• Ensure awareness is shared with appropriate points of contact as buildings change status
• Develop and execute process improvements and program launches
• Manage team training and development platforms
• Support Financial deliverables for the Program’s Team
• Develop a deep understanding of contract key performance indicators (KPIs)
• Work with cross functional teams to maintain existing programs and to create new programs and process improvements as identified by client and JLL
• Analyze data and metric variances, recommend and implement change to programs and mitigation strategies aimed at improving performance results
• Understanding of lease agreements, lease transactions and amendments
• Participate in special projects and/or facilitate ad hoc project requests as required
• Provide communications support for internal and external account marketing and communications, including online content management
• Shape and deploy a process management mentality that is Six Sigma based and that focuses on leveraging JLL best practices for deployment on the account
• Manage the relationship with the Client’s Program SMEs and translate their business objectives into JLL’s account business plan
• Ensure data integrity of JLL internal resources and audit from time to time
• Establish and deliver key account initiatives as determined and agreed with the Account Leadership Team and Client

Preferred Qualifications

No preferred qualifications provided.