Team Lead - Client Servicing

JLL empowers you to shape a brighter way.  

Our people at JLL and JLL Technologies 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.   

Shift: 5:30 PM-2:30 AM IST

Location: Gurugram

Reporting Manager: Operations Lead – Client Servicing

Role Description

The Team Lead – Client Servicing will be tasked with maintaining and building relationships with the current client base in the AMER region and our stakeholder network base. Keep accurate project records, and correspondence records, meeting regularly with management, update client details, develop customer service policies, and train workflow coordinators. The Team Lead – Client Servicing will be the first point of contact with the stakeholders and will liaise and coordinate between the stakeholders for their requests and the creative, content, and digital teams for getting the requests delivered.

Responsibilities

• Good understanding and experience in working with large creative/design and content teams of 20-25 member team.
• Sound in marketing operations with processes with prior experience of working across teams and a strong understanding of industry trends, can think independently and constantly strive to bring in innovation and automation while striving for operational excellence.
• Sensitive to deadlines and creatively come up with solutions to meet
• Interact with clients and build relationships with them while ensuring their needs are being met.
• Oversee a team of workflow coordinators and ensure they are providing an exceptional client experience.
• Think of creative ways to deliver an exceptional client experience.
• Being able to sight requests from our regular menu of services and be able to callout any out out-of-scope or new capability tasks to the internal management.
• Coordinating across teams, managing and assigning projects using project management tools like Workfront, should have worked in an operational reporting set up, should be able to pick up nuances of operational reporting needs, plugging work and enforcing governance, SLA and best practices is a must.
• Coach and support team members to help them meet departmental goals.
• Keep records and documentation of client interactions for invoicing purposes.
• Create monthly, quarterly, and annual reports to determine whether SLAs are being met and where improvement is needed.

Skills Requirement

• 6-8 years of experience in client servicing preferably in a large MNC marketing agency with exposure to large Fortune 500 B2B MNC clients.
• Postgraduate degree in marketing communications from a reputed school.
• Strong English communication skills both written and spoken.
• Detail-oriented certification in project management is an added advantage. PMP or Prince2 certification.
• Familiarity with project management tools like WorkFront will be preferred.

Location:

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements.  We’re interested in getting to know you and what you bring to the table!

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