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About the Role

The Workplace Experience Manager leads the day-to-day delivery of Workplace Experience services across a portfolio of 6 offices, ensuring a consistent, high-quality, hospitality-led experience for colleagues, clients, and visitors. This role combines operational leadership, team and vendor management, stakeholder engagement, and workplace hospitality to create an exceptional workplace environment aligned with business objectives and service standards.

Responsibilities

Support the day-to-day delivery of Workplace Experience operations across 3 London offices, including the headquarters site, and 3 regional offices.
Ensure workplace environments are safe, welcoming, well-maintained, organised, and always operating efficiently.
Lead frontline workplace experience delivery across reception, workplace ambassador, administration, mailroom, and events functions.
Ensure reception areas, meeting rooms, collaboration spaces, executive areas, and shared spaces consistently meet premium hospitality and presentation standards.
Act as a key escalation point for operational workplace issues and ensure timely resolution and communication.
Conduct regular Gemba Walks — systematic site inspections observing colleague and visitor experience firsthand — documenting findings and implementing corrective actions in partnership with service delivery teams.
Support workplace operational governance, compliance, service consistency, and adherence to agreed service levels and procedures.
Coordinate workplace logistics including office moves, churn activities, workplace requests, and operational support activities.
Lead and develop the onsite Workplace Experience team, including the Workplace Ambassador Lead, Workplace Ambassadors, and Administration and Reservations team members.
Provide day-to-day leadership, coaching, support, and performance management to ensure a consistently high standard of service delivery.
Foster a collaborative, engaged, and customer-focused team culture aligned with workplace experience objectives.
Oversee vendor-delivered services across reception, administration, events, and mailroom operations, ensuring strong performance and accountability.
Support recruitment, onboarding, training, succession planning, and ongoing development of Workplace Experience team members.
Step into operational activities when required to maintain service continuity during peak periods, executive visits, or high-demand events.
Deliver a premium, hospitality-led workplace experience for employees, clients, executives, and visitors with a proactive service mindset.
Own the day-to-day execution of the end-to-end guest and colleague journey across the portfolio.
Coordinate a “Day 1 Ready” experience for new hires, including workspace preparation, technology setup verification, welcome materials, and orientation to workplace facilities and services, reflecting the client's hospitality standards.
Manage exit procedures for departing employees, including workspace decommissioning and access removal, partnering with HR, IT, and Security for seamless onboarding and offboarding.
Drive employee engagement initiatives, workplace activation programs, cultural activities, wellbeing initiatives, and recognition moments.
Create engaging and inclusive workplace experiences that support both in-office and hybrid employees.
Ensure executive and VIP visits are coordinated and delivered to a high standard.
Oversee reception services including guest registration, visitor management system administration, switchboard operations, and luggage/lost & found services, in coordination with Physical Security on access control and data protection.
Ensure effective wayfinding, signage, and orientation support — including up-to-date maps, floor plans, and directional guidance — so colleagues and visitors can easily navigate the workplace.
Lead the operational planning and delivery of internal and external events across the portfolio.
Coordinate event logistics including room setup, catering, AV, supplier coordination, communications, and guest management.
Support workplace activation initiatives designed to increase engagement, collaboration, and office utilisation.
Manage the annual workplace and employee experience calendar in partnership with key stakeholders.
Ensure all events and activations are delivered seamlessly, professionally, and within agreed timelines and budgets.
Build strong working relationships with all stakeholders across Workplace Operations, Security, and IT/AV teams.
Act as a visible and approachable workplace presence across all sites.
Understand client needs and translate requirements into actionable service delivery plans, gathering and analysing client feedback to drive continuous improvement.
Support the Senior Manager, Workplace Operations & Experience with operational initiatives, reporting, stakeholder engagement, and service improvement activities.
Partner with cross-functional teams to ensure aligned delivery of workplace services and initiatives.
Support communication and engagement across workplace-related programs and changes.
Support the management of workplace KPIs, SLAs, and service metrics, partnering with vendor management teams to ensure contractual obligations and service standards are consistently achieved, and produce accurate operational reporting.
Monitor workplace ticketing systems (e.g. Corrigo CAFM) and desk booking/visitor management systems (e.g. Eptura), ensuring timely resolution of requests and accurate, real-time data for reporting and analytics.
Analyse colleague feedback, utilisation patterns, occupancy data, and service metrics to inform decision-making and optimise the service delivery model for service enhancement.
Assist with tracking workplace budgets, vendor spend, and operational costs.
Using all data available, produce regular reports and insights on workplace activity, engagement, service performance, and operational trends.
Identify operational gaps and implement continuous improvement initiatives to enhance workplace experience and efficiency.
Maintain workplace SOPs, service standards, operational playbooks, and documentation.
Support audits, compliance activities, and adherence to Health, Safety, Environment, and Risk Management procedures.
Contribute to workplace technology rollouts and process improvement initiatives.

Requirements

5+ years' experience managing teams within Workplace Experience, Hospitality, Facilities Management, Corporate Services, or Office Operations.
Proven ability to deliver premium service in a hospitality-led workplace.
Experience with multi-site operations and vendor-delivered services.
Ability to manage employee engagement, workplace events, and day-to-day operations concurrently.
Strong stakeholder management and communication skills, building relationships at all levels.
Experience with KPI management, operational reporting, and data/BI tools (e.g. CAFM, desk booking, visitor management systems) to drive continuous improvement.
Strong organisational, problem-solving, and prioritisation skills in fast-paced environments.
Proficient in Microsoft Office and workplace management systems.
Experience in executive/VIP environments desirable.

Skills

Workplace hospitality and customer service excellence
Team leadership and people development
Operational delivery and service management
Stakeholder and vendor management
Employee engagement and workplace activation
Event coordination and execution
Communication and relationship building
Organisation and attention to detail
Problem-solving and decision-making
Continuous improvement mindset
Adaptability and resilience
Professionalism and executive presence
“One-Team” collaborative approach across all service functions
Microsoft Office
Workplace management systems
CAFM
Desk booking systems
Visitor management systems

Location

On-site – London, GBR

Work Type

On-site

Experience Level

5+ years of experience

About the Company

JLL empowers you to shape a brighter way. Our people at JLL 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.
Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.
For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.
For additional details please see our career site pages for each country.

Equal Opportunity

Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may email us at HRSCLeaves@jll.com. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.