Workplace Experience Concierge Manager

6 days ago

Sydney, 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.
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 work on game-changing real estate initiatives. We're focused on opportunity and want to help you make the most of yours.

**What this opportunity involves**:
We are looking for a Workplace Experience Concierge Manager that will be working closely with the JLL Facilities Team & the Workplace Experience Team for the Atlassian account to create the best workplace. You will be responsible for all aspects of experience focused services including soft services, amenity programming, customer experience training and operations, managing experience strategies, and day to day service delivery in support of Atlassian’s Sydney office.
Service delivery includes, but is not limited to, reception, concierge, guest services, community management, amenities, wellbeing, food services, meeting & event planning, mail, print and other high touch services. The role is Client facing and must be able to exhibit exceptional client service and communication skills from the C-Suite down. This Client facing role provides the opportunity to combine your passion for service, brilliant people skills, and enthusiasm for creating a hospitality focused environment.
A snapshot of the role;
Work closely with account leadership and Atlassian to understand the goals, objectives and focus areas for Workplace / Employee Experience.
Deliver, and implement global workplace experience strategic plan, aligning key Atlassian representatives.
Manages a local team to ensure a synchronous experience is being executed consistently across the program.
Develop annual local business plans, projects and initiatives using business intelligence, data analytics and benchmarking.
Ensure service excellence in day-to-day operations including the development of playbooks and programs which improve the efficiency and effectiveness, performance, quality and safety of the experience program.
Manage to performance metrics, aligned with Atlassian’s goals, to enhance experience and propose changes or adjust service delivery.
Track and measure impact of experience program on employee satisfaction, productivity gains, cost avoidance, etc.
Maintain an active awareness and understanding of local experience trends, innovations and opportunities. Identify and lead the implementation of best practices and break through innovations and monitor progress globally.
Implement customer experience (hospitality) focused training to enable service excellence across the account.
Monitor and manage vendor and partner service delivery and performance.
Engage in a culture of continuous improvement and innovation by leveraging business intelligence, adopting and participating in the development of best practices including new tools, process re-engineering and other ideas that provide service delivery efficiencies.

Sound like you?
3-5 years prior experience in experience services, hospitality, events, facility or property management and/or knowledge of commercial real estate or hospitality industry, preferred.
Passion for service, inspires others, proven leadership skills and success leading remote teams.
Strong analytical/financial aptitude. Ability to gather data, assess situations, quickly develop solutions, and extract complex information to the essential for client decision-making.
Proficient skills in G-Suite
Jira and Coupa skills are a plus

**What you can expect from us**:
At JLL, we value your health and wellb

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