Global Workplace Expereince & Food Lead

JLL supports the Whole You, personally and professionally.
Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you've got deep experience in commercial real estate, skilled trades, and technology, or you're looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.
The Global Experience Services Director/Lead is responsible for all aspects of experience focused services on the account including soft services, amenity programming, customer experience training and operations. The Experience Services Director/Lead will oversee an integrated service offering that creates memorable experiences within our client's space that are a key differentiator for how our client's organization is perceived and valued and positively impacts how the workplace is experienced by our client's employees and guests. Services may include, but are not limited to, reception / guest services, on-site fitness, foodservices, meeting & events, mail, print and other high touch employee services. The Experience Services Director/Lead will be expected to provide superior client service while applying our core values of teamwork, ethics, and excellence. You are committed to helping our people achieve their ambitions and our client aspirations.
Job Responsibilities

• Works closely with Account Leadership and our Client to understand the goals, objectives and focus areas for Experience Services on the account
• Delivers best in class food program's, ensuring consistency across regions
• Curate's events and activities that have lasting impact
• Establishes challenging, realistic, and obtainable goals to guide operation and performance
• Develops comprehensive business plans that enhance employee engagement, increase productivity, reduce cost, mitigate risk, and create value for our Client and JLL
• Manages the operational implementation of experience focused services on the account, developing programs, tools and processes while integrating the underlying services
• Strives to improve service performance
• Achieves and exceeds goals including performance goals, budget goals, team goals Develops and implements customer experience training plan that enables exceptional service delivery across the account globally
• Utilizes interpersonal and communication skills to lead, influence, and encourage others
• Advocates sound financial/business decision making; demonstrates honesty/integrity
• Leads by example
• Encourages and builds mutual trust, respect, and cooperation among team members Establishes and maintains sound management guidelines for appropriate staffing levels in accordance with client service level agreements and operating days
• Sets goals and expectations for direct reports using the performance review process and holds team accountable for successful performance
• Ensures that expectations and objectives are clearly communicated Establishes and maintains open, collaborative relationships with direct reports and entire Experience team and ensures direct reports do the same for their team
• Ensuring Exceptional Customer Service Anticipation and response to needs and concerns of multiple clients and transform problems into opportunities
• Monitors and manages 3rd party vendor performance related to soft services delivery Proactively identifies and escalates risks and issues at the account level (audit findings, client complaints, material vendor service issues, information security, any impact to the Account KPI's)
• Shares plans to take corrective action based on KPI and survey results with client leadership
• Engages in a culture of continuous improvement and innovation by leveraging business intelligence, adopting, and participating in the development of best practices at the IFM platform level including new tools, process re-engineering and other ideas that provide service delivery efficiencies
• Perform additional job duties, as requested

Desired experience and technical skills required

• Bachelor's degree
• Extensive industry experience in global food and beverage/ program management
• Desired Knowledge of commercial real estate industry
• 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 judgement
• 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

Estimated compensation for this position is:
105,300.00 - 129,000.00 USD
The pay range listed is a total compensation range including bonus, if applicable. The provided range is an estimate and not guaranteed. An employment offer is based on applicant's education, experience, skills, abilities, geographic location, internal equity and alignment with market data.
Location:
Remote -Raleigh, NC
If this job description resonates with you, we encourage you to apply, even if you don't meet all the requirements. We're interested in getting to know you and what you bring to the table!
Personalized benefits that support personal well-being and growth:
JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health. Some of these benefits may include:

• 401(k) plan with matching company contributions
• Comprehensive Medical, Dental & Vision Care
• Paid parental leave at 100% of salary
• Paid Time Off and Company Holidays
• Flexible and Remote Work Arrangements may be available

About JLL -
For over 200 years, JLL (NYSE: JLL), a leading global commercial real estate and investment management company, has helped clients buy, build, occupy, manage and invest in a variety of commercial, industrial, hotel, residential and retail properties. A Fortune 500® company with annual revenue of $20.9 billion and operations in over 80 countries around the world, our more than 103,000 employees bring the power of a global platform combined with local expertise. Driven by our purpose to shape the future of real estate for a better world, we help our clients, people and communities SEE A BRIGHTER WAY. JLL is the brand name, and a registered trademark, of Jones Lang LaSalle Incorporated. For further information, visit jll.com.
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