Experience Lead

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.   

Title

Experience Lead

Business unit

Work Dynamics

Reporting to

Account Operations Director

Overall Roll

• The WESM will be part of the wider Workplace Experience Community and is responsible for leading the experience team in forging a lasting, open and collaborative relationship with clients through the delivery of a unique and authentic experience.
• Works closely with Account Leadership and our Client to understand the goals, objectives and focus areas for Experience Services on the account.
• Establishes challenging, realistic, and obtainable goals to guide the operation and performance of the service ambassador team.
• You will be involved in the implementation of all internal & and external communication strategies and events management in collaboration with the client’s leadership to drive a purposeful fusion of life and work based on authentic human experiences.  
• Develop a strong relationship with the in-country stakeholders and an understanding of the needs of the colleagues to enhance the colleague experience.
• Building a sense of community within the workspace through a local event calendar (align to the regional calendar)
• Focus on user-centric hospitality, creating high-touch opportunities for people to connect in new and exciting ways that speak to Boeing's culture.
• Support in the creation of the Foundational Experience Design Guidelines playbook and integrate it as part of the Global Workplace Design Guidelines, to provide a holistic approach to the project implementation process.
• Train the WPX team on curating authentic client/employee/visitor experience across the portfolio .

Duties

& Responsibilities

Community Building

Experience Services Manager develops effective experience programming that enhances Boeings Client community that will: 

• Curate a meaningful and personal experience for Boeing client employees and visitors that anticipates and exceeds expectations. 
• Develop location strategy documents that can be utilized by other functional teams to provide solutions
• Focus on user-centric hospitality, creating high-touch opportunities for people to connect in new and exciting ways that speak to their workplace culture.
• Create a fun and impactful client engagement strategy
• Engage with all guests, employees and key stakeholders
• Work with relevant parties on space management through data analytics
• Develop client support/feedback initiatives e.g. FAQ
• Build a community of ambassadors to deliver soft services that are authentic, caring and able to provide timely services
• Develop a strong relationship with the in-country client business stakeholders and an understanding of the needs of the colleagues to enhance the colleague experience.
• Deliver an un-compromised client colleague experience through curated events based on the employees’ interests.
• Build relationships with a workplace committee by engaging them through a monthly or quarterly forum.
• Drive and develop the community by organising social, engaging events that support the bank’s sustainability, diversity, equity, and inclusion goals.
• Understand the needs of the business and what drives the businesses you support.
• Support and collaborate with the Workplace Team to deliver the shared vision.
• Leverage Corrigo to engage with onsite employees. Drive adoption by ensuring day-to-day updates and events remain relevant and engaging to all users.

Communication

• Lead the development and implementation of all internal communication strategies in collaboration with client leadership with a focus on improving culture and employee engagement.
• Liaison with JLL team and client on soft service delivery
• Share regular event and celebration content through the client’s internal monitors, blog posts, newsletters and other communication channels.
• Create, and manage a leadership preference profile within the client account
• Adopt innovative communication strategies for visiting guests,
• dignitaries and employee events & feedback.
• Champion monthly meetings with stakeholders to enhance relationships

Event Management

• Curate a meaningful and personal experience for client employees and visitors that anticipates and exceeds expectations.  Provide an experience that is seamless and coherent across all channels and creates a positive connection of visitors and colleagues.
• Formulate a monthly calendar of events and implementation plan
• Build and maintain Standard Operating Procedures
• Organize facilities and manage all event details such as decor, catering, entertainment, transportation, location, invitee list, special guests, equipment, promotional material etc.
• Providing outstanding customer service and organize memorable events that exceed client expectations
• Propose ideas to improve event and service quality
• Develop an event planning process that is simple to adopt and implement
• Assist in the coordination of event orders with clients, team and vendors
• Develop and manage the vendor network

Candidate Specification

Experience

• 8+ years of relevant experience in customer service, events, sales, or related industries
• Prior experience in co-working, corporate real estate or start-up would be an advantage
• Proficient computer skills such as MS office and email etiquette
• Excellent communication skills (both verbal and written)
• University Degree holder

Task Skills

Project management.

Events Management.

Training & development

Planning and organizing.

Strong social media literacy

Customer relationship management

Personal Skills

• Possess an ambitious, friendly, proactive, positive, and can-do attitude with strong networking skills
• Have a strong customer-service mentality with a passion for customer experience
• An organised team player who can build positive relations with colleagues, clients and visitors
• Possess excellent interpersonal and communication skills
• Understand how to interpret user feedback to increase service levels and enhance key touch points. Be competent in translating feedback data to client.
• Be exceptionally organised and well-versed in multitasking
• Be able to handle pressure, think quickly and calmly
• Creative thinking with an open mind that is balanced by a strong sense of realism and practicality.

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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