Customer Experience Manager

2 weeks ago

Perth, Australia JLL Full time

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 91,000 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.

**How we support the Whole You**:
Our benefits are a good reason to come to JLL.
We are committed to hiring the best, most talented people in our industry, and then empowering them with the resources and support to enhance their health, financial and personal well-being. Our underlying benefits philosophy is this: be fair to our people and provide opportunities for those who take advantage of our programs and resources to increase their personal and financial security.
What's your ambition? Is it a big goal or small steps? Professional or personal? We'd like to know because we make your ambitions our business.
If you're looking to step up your career, JLL is the perfect professional home. At JLL, you'll have a chance to innovate with the world's leading businesses, put that expertise into action on landmark projects and game-changing real estate initiatives.

**What this opportunity involves**:
We’re currently seeking a Customer Experience Manager to join our national team, taking ownership of the development and implementation of innovative marketing and customer experience strategies across a portfolio of commercial and retail assets, with a key focus on a high profile premium grade commercial building located in Perth CBD.

You will be responsible for creating an inspirational experience for our customers and will serve as an integral part of the WA property asset management business in a leadership role with oversight of the marketing and Customer Experience function.

**A snapshot of the role**:
Act as a point of contact for customer partners to liaise effectively with the JLL team
Develop and lead the delivery of an effective customer engagement program including events, activations, budgeting and key stakeholder management
Produce proactive communications in conjunction with the content delivery team
Continually assess customer feedback and available data to continually refine customer experience strategies
Understand our clients’ overarching customer experience strategies and encourage internal and external stakeholders to ensure all work is in alignment with client objectives
Drive the development of Customer Experience Strategies utilising your knowledge of the Perth market, working alongside the National Placemaking and CX Manager
Manage vendor and supplier contracts

**What we are looking for**:
5+ years’ experience in a marketing, customer service, placemaking, and/or events management role
Previous experience in the development and implementation of marketing initiatives in the property industry
Previous experience managing budgets, forecasting and resourcing
Superior written and verbal communications skills and attention to detail
Ability to effectively influence and communicate across all levels of stakeholders including senior leaders
Strong interpersonal skills, including excellent written and verbal communication skills.

**What you can expect from us**:
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 and building an inclusive workplace. This is why, for more than a decade, we continue to rank among the World’s Most Ethical Companies.

What you can expect from us
We succeed together and believe the best inspire the best, so we invest in supporting each other, learning together and celebrating our success.
Our Total Rewards program reflects our commitment to helping you achieve your career ambitions, recognizing your contributions, investing in your well-being and providing competitive benefits and pay.

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