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Lead and coordinate a community of Asset Experience Managers while serving as the primary strategic and operational lead for complex commercial property portfolios. Responsibilities include managing client relationships, overseeing financial budgets, ensuring health and safety compliance, and driving customer experience improvements.
The candidate should have significant experience in commercial real estate operations and senior-level client relationship management. Proficiency in financial accountability, lease legalities, and statutory compliance management is required.
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.
About the Role
Location: East Grinstead
As a Lead Asset Experience Manager, within JLL's Royal London Property Delivery team, you will coordinate operations across your community of Asset Experience Managers, providing line management, diary coordination, absence cover arrangements, and implementation of a bespoke support system. You serve as the primary escalation point for complex operational and client issues within your community, ensuring consistency of service delivery and adherence to JLL and client standards.
Working collaboratively with fellow Lead Asset Experience Managers across the other distinct communities, you will facilitate knowledge sharing, promote best practice adoption, and drive continuous improvement initiatives. You are responsible for fostering a high-performance culture within your community through regular communication, performance management, and team development. When issues require escalation beyond community level, you will liaise directly with the Property Delivery Lead to ensure appropriate resolution and strategic alignment.
Alongside this leadership role, in your day-to-day role as Asset Experience Manager, you will serve as both strategic leader and operational expert for complex commercial property portfolios. This comprehensive role combines senior-level client relationship management and strategic oversight with hands-on operational excellence. You will be the primary client relationship owner while maintaining direct responsibility for day-to-day property operations, customer relations, and team leadership.
Key Responsibilities
Community Leadership & Team Management
Provide line management to designated Asset Experience Managers within the community, including performance reviews, development planning, and career progression support
Coordinate community operations including diary management, absence cover arrangements, and buddy system implementation
Serve as primary escalation point for complex operational, client, and team issues within the community
Facilitate regular community meetings to share knowledge, address challenges, and promote best practice adoption
Collaborate with senior leadership to drive consistency, share learning, and escalate systemic issues to the Property Delivery Lead
Foster a high-performance culture through effective communication, recognition, and team development initiatives
Monitor community performance metrics and implement improvement actions where required
Strategic Client & Asset Management
Collaborate with the Royal London asset manager to set the strategy, calling on subject matter experts as required.
Act as main point of contact for Royal London asset manager(s) and lead relationships with professionalism and accountability.
Identify how JLL can support the client needs and requirements and discuss with JLL client relationship team on how JLL service can be revised and improved.
Maintain clear grasp of client's asset/portfolio strategy, drivers/values and articulate these to the wider team
Support emergency planning, business continuity, testing, and monitoring with emergency management support as required.
Customer Management & Experience
The role is envisaged as predominantly site based with a focus on occupier visibility
Serve as the primary point of contact for all customer enquiries, concerns, and service requests, ensuring timely response and resolution while maintaining positive relationships
Proactively identify opportunities to improve the customer experience through building amenities, services, and programming
Act on customer feedback to create a productive and engaging environment that adds value to their occupancy
Work with RLAM CX Strategy Director to utilise training opportunities and advise AM of CX implementation opportunities
Feedback all customer intelligence to the asset management team.
Financial Management & Service Charges
Work with JLL Accounts teams on financial accountability, cashflow management, and customer/supplier credit control.
Provide strategic advice to asset managers on customer debt recovery, with support from Accounts Receivable.
Prepare and manage service charge budgets and reconciliations according to RICS Professional Standard for Commercial Service Charges and client KPIs.
Support supplier payments via Proactis and manage supplier payments processes, including purchase orders and invoice approvals.
Oversee management of financial trackers, ensuring accuracy including utility recharges, turnover and commercialisation.
Respond to customer and consultant queries and challenges in a timely manner.
Lease and Legal Management
Liaise with Data Management team on complex and protracted lease queries
Provide application recommendations to the asset manager. Receive, analyse customer applications under the lease, including alienation and alterations.
Ensure customer compliance with lease covenants, including complicated or contentious perceived breaches
Resolve customer matters affecting valuation
Liaise with appropriate additional advisers as required (legal, building surveying etc.)
Working with RLAM JLL Central Shared Services Team to ensure strong internal stakeholder relationship for efficiency of work whilst owning output to asset managers
Health & Safety and Compliance Management
Manage risk actions and undertake statutory compliance management.
Conduct / Arrange H&S checks (monthly and voids), including Site Safety Checks/Inspections and Void Management Inspections. Utilising third parties where appropriative (void security)
Handle Accidents & Incidents reporting and follow-up.
Manage E-Permits (permits-to-work) system and support ISO14001 compliance requirements.
Coordinate LRQA audits and compliance activities.
Ensure compliance with health and safety legislation and implement compliance measures.
ESG and Sustainability
Support and implement ESG initiatives in alignment with client's ESG strategy and JLL's responsibilities.
Be aware of industry and legal obligations in relation to ESG.
Assist with sustainability reporting and compliance requirements.
Support Asset Sustainability Plans, ESG Database and Risk Assessments.
If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements. We’re interested in getting to know you and what you bring to the table!
At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.
JLL Privacy Notice
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.
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 [email protected]. 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.
There's the conventional way. And there's the JLL way. A more innovative, intelligent way. See a brighter way.
We’re a leading professional services firm that specializes in real estate and investment management. JLL shapes the future of real estate for a better world by using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people and our communities. We want the most ambitious clients to work with us, and the most ambitious people to work for us. Join us.
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