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About the Role

This leadership role provides the opportunity to combine your passion for service excellence, team development, and operational management to create hospitality-focused workplace environments. The role is client facing and requires exceptional leadership, customer service, presentation and communication skills across all levels of the business including the C-suite, VIPs, and client employees.

Responsibilities

Provide strategic leadership in executing transformative workplace experience initiatives that align with client's strategic workplace goals across your account portfolio.
Ensure the delivery of unparalleled experiences to clients, employees, and visitors at every touchpoint across space, technology and services through comprehensive strategy development, operational excellence, and team leadership.
Manage complex stakeholder relationships and drive measurable business outcomes that support organisational transformation and cultural change initiatives through exceptional team leadership and development.
Collaborate with account leadership and client stakeholders to align on workplace transformation vision and execute strategic initiatives.
Support creation and rollout of comprehensive Workplace Strategy to deliver agreed scope and deliverables.
Develop comprehensive year-on-year roadmaps and actionable business plans for transformative workplace programmes.
Lead global programme implementation whilst enabling regional teams to deliver workplace transformation initiatives.
Develop robust success metrics and KPIs to measure performance, operational effectiveness, and ROI.
Leverage data insights to enhance workplace transformation strategy whilst continuously innovating to foster productivity, wellbeing, and organisational growth.
Act as SME for Experience Services, providing strategic oversight to elevate service standards across all workplace touchpoints.
Lead experience strategy for workplace design and refurbishment projects, ensuring spaces support transformation objectives.
Create comprehensive experience strategy and journey mapping aligned with transformational workplace objectives.
Develop strategic partnerships with key vendors, service providers, and consultants to support workplace transformation programmes.
Drive workplace technology strategy and innovation initiatives that enhance employee experience.
Lead change management initiatives for workplace transformation projects, ensuring successful adoption and cultural integration.
Lead and provide strategic direction to workplace professionals across multiple sites.
Develop team capabilities and leadership pipelines that support workplace transformation objectives.
Manage senior stakeholder relationships and cross-functional teams through exceptional communication and influence.
Drive cultural transformation initiatives that align team performance with organisational values and strategic workplace objectives.
Implement measurement tools to evaluate programme success and capture employee sentiment.
Monitor KPIs, analyse data, and create comprehensive reports on programme effectiveness and ROI.
Work with cross-functional workstreams to optimise real estate through experience-led space utilisation and portfolio decisions.
Contribute to experience-related communications and deliver strategic presentations to senior leadership.
Develop and monitor workplace budgets whilst managing expenses in accordance with financial guidelines.
Actively participate in the JLL Experience Leadership community and platform initiatives to drive continuous improvement.

Requirements

10+ years senior leadership experience in workplace services, corporate hospitality, facility management, or related field with proven experience in strategic programme implementation.
Demonstrated experience in workplace transformation and organisational change management across complex, multi-site operations.
Exceptional stakeholder management and relationship-building skills at senior organisational levels.
Strong business acumen with budget management, financial analysis, and strategic planning capabilities.
Proven ability to influence and lead across diverse functional teams and complex matrix environments.
Experience in service design, journey mapping, or customer experience methodologies.
Track record of developing and implementing strategic initiatives that drive measurable business outcomes.
Excellent communication and presentation skills with ability to manage multiple priorities in fast-paced environments.
Strong analytical aptitude with ability to gather data, assess situations, and develop strategic solutions.
Highly collaborative with exceptional interpersonal and cultural adaptability skills.
Proficient in Microsoft Office Suite (Excel, Word, PowerPoint, Visio, Outlook, and Access).
Fluent in English (both written and verbal).
Experience with change management and leadership development preferred.
Industry certifications in hospitality, facility management, or organisational development preferred.

Skills

Leadership
Customer Service
Presentation
Communication
Relationship-building
Influence
Programme Management
Stakeholder Engagement
Operational Excellence
Team Leadership
Change Management
Service Design
Journey Mapping
Customer Experience Methodologies
Budget Management
Financial Analysis
Strategic Planning
Analytical Aptitude
Interpersonal Skills
Cultural Adaptability
Microsoft Office Suite

Location

On-site –London, GBR

Work Type

On-site

Experience Level

10+ years senior leadership experience

Education Level

Bachelor's degree in hospitality, business, or related field preferred

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.
At JLL, our goal is to provide workplace experiences that will be long remembered by our clients.
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.