Customer Experience Manager

JLL supports the Whole You, personally and professionally.

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.

Customer Experience Manager

Reporting to: Head of 105 Victoria Street

What this job involves:

By blending premium hospitality with the modern workspace, 105 Victoria Street is redefining the commercial office experience. This service-first philosophy is why we refer to both our corporate occupiers and on-site retail partners as "Customers", ensuring that everyone who works in, shops at or steps into our building enjoys a seamless, world-class environment.

You will act as the primary liaison for Customers, helping them seamlessly connect with the building amenities, including The Arena (3,800 sq ft multipurpose space) and The Garden (London’s highest urban farm). Working in partnership with the Community & Amenities Manager, you will ensure that retail activations, commercial programming, and corporate wellness align with the building's target certifications of BREEAM ‘Outstanding’ and WELL ‘Platinum’.

What your day-to-day will look like:

Customer Experience and Placemaking

Supported by the Head of 105, define and ensure smooth implementation of the 105VS Customer Experience Strategy

Plan and deliver Customer Welcome Sessions, not only as part of our Occupiers’ initial onboarding, but also ensuring there is a regular fortnightly session for all new starters

Plan and deliver a year-round corporate events calendar focused on wellness, professional networking, seasonal activations and building-wide social events

Liaise with the Community & Amenities Manager to enable the commercial booking and activation of common areas for Customers, including the Arena and The Garden.

Establish and facilitate regular Customer feedback panels and focus groups, analysing trends and disseminating key insights across departments to inform asset strategy and continuously evolve the service offering

Have oversight of the annual calendar of Customer and committee meetings, preparing and delivering comprehensive quarterly updates on customer engagement, app metrics and operational deliverables to ensure reporting and KPI requirements are met

Lead the onsite FOH team and manage the appointed service partner to deliver a world-class, five-star welcome for all Customers and visitors, ensuring daily operations and service delivery are consistently measured and maintained against agreed monthly Key Performance Indicators (KPIs)

Digital Community & Communications

Lead the day-to-day content creation of the Workplace App, consistent with the 105VS brand, ensuring it is a high-value resource for our Customers

Write and distribute engaging Customer communications, weekly newsletters and digital signage content to promote upcoming building activities and retail offers

Provide content for social media campaigns to external creative and communications agencies

Ensure all activities and good news stories are successfully communicated to the correct audiences via internal and external communication channels

Support with creation of branded documents, presentations and other marketing collateral required by the wider team

Social Value, Wellness, & Sustainability Integration

Deliver Customer-facing wellness programmes and educational initiatives that support the building's BREEAM ‘Outstanding’ and WELL ‘Platinum’ ambitions

Partner with the Community & Amenities Manager to connect corporate Customers with local Westminster charity initiatives, the 105VS Community Fund and corporate volunteering opportunities

Financial & Operational Coordination

Manage the Customer events, marketing and communications budget effectively throughout the service charge year

Partner with the Community & Amenities Manager to assist with generating external and internal booking revenue through corporate event rentals, pop-ups, and commercial collaborations in designated common areas

Collaborate closely with the 105VS Management Team and service partners to ensure seamless event logistics, health & safety compliance and risk assessment reporting

Compliance & Risk Management

Ensure all Customer activities comply with health and safety requirements, facility rules, and building policies

Work with other Community Managers across the business to share best practice, knowledge and resources across multiple centres where appropriate

Key Skills & Experience

Essential

Proven experience in corporate workplace experience, workplace hospitality, B2B marketing, or high-end event execution

Demonstrated track record of delivering successful small-to-medium-scale events and networking programs

Hands-on experience managing workplace applications, email platforms, and Content Management Systems (CMS)

Exceptional presentation, verbal, and written communication skills with a natural ability to build corporate relationships

Excellent IT skills and working knowledge of Microsoft Office.

Strong verbal and numerical skills and be comfortable with report writing.

Customer-service driven with excellent communication skills.

High attention to detail and commitment to delivering exceptional customer service

Excellent interpersonal and influencing skills who interacts effectively with colleagues and clients.

Ability to work independently with minimal supervision when necessary.

Ability to work under pressure, manage time and assist the team in meeting deadlines.

Ability to work independently with minimal supervision whilst collaborating effectively as part of a team

Flexible approach to working hours to accommodate occasional evening meetings or weekend events

Desirable

Previous experience working within a prestigious City of London mixed-use asset or a Grade A corporate headquarters

Proficiency with design and presentation platforms such as Adobe Creative Cloud or Canva

Familiarity with corporate wellbeing programs, environmental initiatives, and sustainable workplace trends

#LI-JA1

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. We’re interested in getting to know you and what you bring to the table!

Personalized benefits that support personal well-being and growth:

JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.

About JLL –

We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.

Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.

Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.