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Workplace Experience Manager at JLL in Atlanta, Georgia

Posted in Other 11 days ago.

Type: Full Time





Job Description:

Workplace Experience Facility Manager - Job Summary

Workplace Experience Manager / Facilities Manager is responsible for all aspects of experience-focused services including soft services, amenity programming, customer experience and building operations. The resource will oversee an integrated service offering that 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, food services, meeting & event planning, mail, print, facilities management, occupancy planning and other high touch employee services. The Workplace Experience Manager will be expected to provide superior client service while enhancing their individual personal and professional skills. The role is Client facing and must be able to exhibit exceptional customer service and communication skills.

Key Responsibilities

Collaborate with Account Leadership and Client to develop goals, objectives and focus areas for Experience Services on the account

Manages implementation of experience focused services

Assist with development of programs, tools and processes while integrating the underlying services

Deliver Customer Relationship Management Program and contribute to continuous improvement process

Provide impactful local leadership in a collaborative environment coordinating staff, vendor, and landlord services

Manage financial budgets for building operations

Ensure a ready for business facility Exceeding client expectations for supporting core business

Provide meaningful feedback to leadership and Real Estate executives regarding business space utilization and property condition

Support Environmental Health And Safety initiatives and local business emergency planning

Develop and implement a customer experience program

Anticipate and respond to needs and concerns of multiple internal clients.

Collaborate to solve problems and resolve spontaneous and unique situations with professionalism and customer service orientation.

Prepare site & services for major events, internal and external visits, create presentations, etc.

Sources, monitors, and manages 3rd party, soft services suppliers, and their related spend.

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)

Engages in a culture of continuous improvement and innovation by leveraging business intelligence, adopting and participating in the development of best practices including new tools, process engineering and other ideas that provide service delivery efficiencies.

Facilitate customer s connection with site-related requirements including safety, security, space for individual work, conference rooms, office supplies and equipment, as well as technology systems and tools, catering, and additional local services as needed.

Build relationships with employees and the business to enhance onsite customer experience

Deliver timely communication regarding change management and business impacting events

Respond and manage emergency situations in a calm, professional and effective manner

Perform additional job duties, as requested.

Qualifications

Bachelor s degree or equivalent experience

3+ Years of BI / Data Analytics experience Create and analyze reporting, track trends, inform processes

5+ years prior experience in Soft Services, Operations or Supply Chain Management and knowledge of commercial real estate and hospitality industry, is preferred.

5+ Years of facilities management / property management is required

Proven time management skills with the ability to manage multiple priorities and deliver results in a fast paced heavily matrixed environment.

Strong analytical/financial aptitude. Ability to gather data, assess situations and quickly develop solutions.

Track record of initiative, integrity and good judgement.

High level of business etiquette and social / situational awareness

Highly collaborative with strong interpersonal skills.

Excellent verbal and written communication skills with the ability to communicate professionally.

Proficient skills in Microsoft Office Suite

Additional

You enjoy and excel working on a fast-paced environment.

You are detailed oriented to deliver results timely and with the highest quality.

You feel empowered to create memorable human experiences for the client, the internal JLL team, and the account s One Team while upholding safety standards.

You are a passionate expert that embodies the JLL Human Experience culture of being an early adopter and turning problems into opportunities while having the flexibility to think outside of the box.

You are a role model with uncompromising standards who works as a collaborative team player, communicates professionally and demonstrates accountability.

You are open to new and innovative ideas and you focus on continuous improvement and delighting the customer.

At JLL you are expected to think WE . Everyone in the organization is part of the team!

You are a proactive, empathetic leader who brings a positive attitude to the workplace each day.

You are a change agent who lives JLL s core values, including ethics, teamwork and excellence.

Working with and for people is your passion!

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