Workplace Experience Lead

JLL•Newark, NJ

8d•Onsite

About The Position

The Workplace Experience Lead is expected to provide superior client service while upholding core values of teamwork, ethics, and excellence. They play a crucial role in helping their team and clients achieve their ambitions and aspirations. By creating an engaging and positive workplace experience, the Experience Services Lead contributes to the overall success and perception of the client's organization. The Workplace Experience Lead is responsible for overseeing all aspects of experience-focused services on the account. They develop and implement a comprehensive strategy for soft services, amenity programming, customer experience training, and operations. These experiences serve as distinct factors that influence how our client's organization is perceived and valued, thereby positively impacting the workplace experience for both their employees and guests. This includes managing services such as reception/guest services, food services, meetings & events, mail, print, and other high-touch employee services.

Requirements

5+ years prior experience in Soft Services, Facility Management or Operations, and/or knowledge of commercial real estate or hospitality industry, preferred.
Proven leadership skills with the ability to manage multiple priorities and deliver results in a fast-paced heavily matrixed environment.
Track record of initiative, integrity, and good judgment.
Strong analytical/financial aptitude.
Ability to gather data, assess situations, and quickly develop solutions.
Highly collaborative with strong interpersonal skills.
Excellent verbal and written communication skills with the ability to communicate professionally.
Proficient skills in Microsoft Office Suite (Excel, Work, PowerPoint, Outlook, and Access)

Nice To Haves

Bachelor’s degree in hospitality or related field.

Responsibilities

Collaborate with account leadership and client stakeholders across the organization to align on the workplace experience vision and desired outcomes.
Create detailed and actionable business plans that outline specific goals, strategic initiatives, timelines, resources needed, and the necessary steps to achieve them.
Effectively execute and monitor the success of the Business plan by collaborating with cross-functional teams, coordinating efforts, providing guidance, and facilitating communication among team members to ensure the smooth implementation of strategies.
Monitor and measure the progress and impact of strategic initiatives, tracking key performance indicators (KPIs), and analyzing data to assess the effectiveness of the strategies. This includes making adjustments and recommendations based on the results to continuously improve.
Manage the Experience Services operations, ensuring that all processes, procedures, and systems are aligned across the account, and making necessary adjustments to optimize operations.
Establish and maintain relationships with external vendors, service providers, and consultants to support workplace programs and projects.
Stay informed about industry trends, emerging technologies, and best practices to identify opportunities for service enhancements and stay ahead of the competition
Develop and monitor workplace budgets, ensuring cost-effective solutions and managing expenses in accordance with financial guidelines.
Build and nurture positive relationships with team members, colleagues, and stakeholders. Foster open and transparent communication, actively listen to others' perspectives, and demonstrate empathy and respect in all interactions.
Demonstrate effective leadership by setting the example through actions and behaviors. Show integrity, accountability, and professionalism while fostering a positive, inclusive, and ethical work environment.
Lead and mentor a team of workplace professionals, providing coaching and professional development opportunities.
Develop and implement customer experience and upskilling training plans that enable exceptional service delivery across the account globally.
Establishes and maintains sound management guidelines for appropriate staffing levels in accordance with client service level agreements and operating days.
Clearly communicate performance expectations, standards, and metrics to team members. Outline what success looks like and explain how their performance will be evaluated.
Seek feedback from clients, stakeholders, and end-users to understand satisfaction levels and identify areas where service performance can be enhanced. Use the feedback to drive improvements and exceed customer expectations.
Anticipate and respond to the needs and concerns of client stakeholders and transform problems into opportunities.
Proactively identify and escalate risks and issues at the account level (audit findings, client complaints, material vendor service issues, information security, any impact on the Account KPIs)
Encourage teamwork and collaboration within the team, promoting a culture of shared success and joint accountability. Facilitate opportunities for team members to work together, exchange knowledge, and support each other.
Engage in a culture of continuous improvement and innovation by leveraging business intelligence, adopting, and participating in the development of best practices at the Experience Services platform level including new tools, process re-engineering, and other innovations that provide service delivery improvements.