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Community Manager

3 months ago

Canberra, ACT, Australia JLL Full time
JLL supports the Whole You, personally and professionally.

Shaping the future of real estate for a better world

At JLL, we see a Brighter Way forward for our clients, our people, our planet, and our communities.

With over 200 years of real estate experience, we are, and always have been, in continual pursuit of brighter ways of working.


We bring to life see a Brighter Way in all that we do by seeking better, smarter, more innovative ways of working.

We approach our work in a warmer, more optimistic, and inclusive way.

JLL is a global leader in helping clients envision where people will live, work, play, shop, and eat.

What this opportunity involves:


We are on the lookout for an experienced professional to join our ACT based team to become our new Community Manager on behalf of JLL at a Client based in Canberra.


The Community Manager will be responsible for delivering outstanding experiences to our customers and contribute to driving the financial performance of the flexible workspace solution to achieve its business objectives.

You will be the face of our flexible workspace responsible for delivering exceptional experiences, the seamless and efficient operation of the workspace and assist with its business and logístical management.


Key responsibilities include managing client and member onboarding and the overall welcome experience, facilitating the smooth and efficient operation of the space, its facilities, and amenities, and creating, curating, scheduling and managing engaging community events to boost the community morale and member networking.


An overview of the role:

Assume the primary responsibility for developing and managing the customer service program and experience

Oversee the delivery of a range of services and customer initiatives to ensure exceptionally high levels of customer satisfaction are consistently delivered with a focus on continual improvement.

Develop strong rapport with customers by developing good business relationships, reacting promptly to feedback, and resolving customer challenges.
Manage all customer feedback to ensure continual improvement in our customers' experiences
Curate and oversee a program of events designed to build and foster a sense of community amongst our customers.

Maintain exceptionally high standards of space presentation and condition, working in conjunction with the facilities team and our service partners.

In collaboration with others, develop and oversee all space operational functions and lead the execution of operational strategy in line with business objectives.

Develop an intimate understanding of all necessary building operational policies and procedures to ensure seamless integration of the Centre into the bustling community
Lead the delivery of efficient and effective services and use of all spaces, amenity and equipment within the Centre to ensure ease of use and positive experiences for our customers, visitors and guests
Assist in the management of a team of service partners responsible for the smooth, efficient and reliable operation of the space and business
Oversee vendor and supplier service delivery to agreed KPIs
Assume primary responsibility for allocated account code management and ensure that all vendor and supplier commitments and invoicing aligns with agreed budgets

Sound like you? This is what we're looking for:
Previous experience in a similar role
Passionate about customer service, and is constantly striving to improve performance
Ability to upsell and cross-sell where possible
Excellent communication skills, both written & verbal
Has the confidence to interact with a range of customers and colleagues at any level, with good networking skills and the ability to manage relationships with multiple stakeholders
Possesses a creative approach to problem-solving, and capable of "thinking outside the box"
Has advance skills and competency with MS Office Suite and with some experience in CRM and billing software packages

What you can expect from us:
You'll join an entrepreneurial, inclusive culture. One where the best inspire the best. Where like-minded people work naturally together to achieve great things. Join us to develop your strengths and enjoy a fulfilling career full of varied experiences. Keep those ambitions in sight and imagine where JLL can take you.


As an organisation, we don't just accept that we are a place of many different people, but we embrace it, we celebrate it, and we proactively support the needs that difference brings.

JLL is committed to equal opportunity regardless of race, gender, age, sexual orientation or disability, and that is why, for more than a decade, we continue to rank among the World's Most Ethical Companies.

We are dedicated to offering veterans from all ranks and services a successful civilian career as they transition out of the military.

We recognise and appreciate the skills acquired in their service careers as vital and transferable to our workforce.