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About the Role

The Account Manager is responsible for developing and implementing an account business plan that delights clients and ensures a healthy long-term relationship. This role involves anticipating client needs, delivering exceptional service, and managing high-performing teams to achieve operational excellence and business growth.

Responsibilities

• Develop and implement account business plans.
• Anticipate client needs and deliver services to exceed key performance indicators (KPIs).
• Build financial plans to increase revenue and profitability.
• Create and manage high-performing teams.
• Ensure operational excellence and employee engagement.
• Collaborate with leadership teams to understand firm strategy and translate it into business opportunities.
• Manage site operations with team managers.
• Develop a deep understanding of contract KPIs and reporting requirements.
• Design effective tracking and reporting tools for KPIs and SLAs.
• Analyze data and metric variances, recommending and implementing improvements.
• Participate in special projects and ad hoc reporting.
• Manage internal and external account marketing and communications.
• Implement a Six Sigma-based process management mentality.
• Manage relationships with Client's Performance Management SMEs.
• Ensure data integrity of technology and information systems.
• Establish and deliver key account initiatives.
• Drive client initiatives such as savings targets, benchmarking, and best practices.
• Consolidate information and generate client reports.
• Set team targets and challenges for service improvement.
• Develop relationships with key client stakeholders.
• Comply with all client contract requirements and meet or exceed KPIs.
• Deliver exceptional quality of service to the client.
• Understand client business growth and implement growth strategies.
• Ensure accurate budget preparation and financial results within KPI requirements.
• Mitigate organizational risk by maintaining Accounts Receivable below 60 days payable.
• Identify opportunities for cross-selling services and reducing customer operational costs.
• Actively encourage an environment that supports teamwork, cooperation, performance excellence, and personal success.
• Ensure the best qualified candidate is hired for all account roles.
• Assess direct reports and their directs thoroughly.
• Build actionable and measurable career development plans for direct reports.
• Advance the firm’s diversity and inclusion priorities through talent management.
• Provide timely coaching to elevate performance.
• Assist in managing on-site contractors to ensure they meet required standards.
• Support the procurement of vendors and services as required.

Requirements

• Minimum 10 years of experience in Facilities Management or Hospitality.
• Minimum 5 years of experience in people operations and client relationship management.
• Experience in handling client matters, escalating issues, and providing first-hand advice.
• Demonstrated experience in balancing the interests of the client with those of the Firm.
• Experience in translating strategic needs into deliverable programs.
• Experience handling a P&L and/or understanding financial systems.

Skills

• Effective communication with all levels of client organization in English and Japanese.
• Coaching and leadership.
• Conflict resolution regarding customer expectations and delivery.
• Dealing with political situations and defusing conflict.
• Understanding of great service.
• Striving to deliver something different.
• Not settling for mediocre delivery.
• Thinking in traditional and non-traditional manners.
• Ability to connect strategic matters to operational deliverables.
• Articulating and explaining solutions clearly.
• Analytical problem-solving using an objective approach.
• Employing holistic approaches and considering long-term solutions.
• Customer service-oriented attitude.
• Friendly, helpful, and willing to go above and beyond.
• Effective prioritization.
• Proactive and positive attitude.
• Team player.
• Excellent interpersonal and communication skills.
• Understanding of confidentiality and diplomacy.
• Excellent multi-tasking, project management, and organizational skills.
• Ability to work in a fast-paced environment and meet deadlines.

Location

• Tokyo
• Chiyoda-ku

Work Type

• Contract Employee
• On-site attendance required

Experience Level

• Minimum 10 years experience in Facilities Management or Hospitality
• Minimum 5 years experience in people operations and client relationship management

Salary/Compensations

• 8,000,000円 - 12,000,000円

Benefits

• Performance-based bonus
• Potential for full-time employment after one year based on performance

About the Company

• JLL empowers employees to shape a brighter way forward.
• 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 find a place where they belong.
• Jones Lang LaSalle (JLL) is a leading global provider of real estate and investment management services.
• We harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities.

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.