Workplace Experience Lead/Food Program Manager - EMEA page is loaded Workplace Experience Lead/Food Program Manager - EMEA Apply remote type Remote locations London, GBR time type Full time posted on Posted Yesterday job requisition id REQ336922 JLL supports the Whole You, personally and professionally.
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Workplace Experience Lead / Food Program Manager EMEA
Work Dynamics EMEA - Corporate Accounts
Summary
The Workplace Experience Lead is responsible for all aspects of experience focused services on the account including soft services, amenity programming, customer experience training and operations. The Workplace Experience Lead will oversee an integrated service offering that creates memorable experiences within our client's space that are a key differentiator for how our client's organization is perceived and valued and positively impacts how the workplace is experienced by our client's employees and guests. Services may include, but are not limited to, reception / guest services, on-site fitness, foodservices, meeting & events, mail, print and other high touch employee services. The Experience Services Lead will be expected to provide superior client service while applying our core values of teamwork, ethics, and excellence. You are committed to helping our people achieve their ambitions and our client aspirations.
- Works closely with Account Leadership and our Client to understand the goals, objectives and focus areas for Experience Services on the account.
- Establishes challenging, realistic, and obtainable goals to guide operation and performance.
- Develops comprehensive business plans that enhance employee engagement, increase productivity, reduce cost, mitigate risk, and create value for our Client and JLL
- Manages the operational implementation of experience focused services on the account, developing programs, tools and processes while integrating the underlying services.
- Strives to improve service performance.
- Achieves and exceeds goals including performance goals, budget goals, team goals.
- Develops and implements customer experience training plan that enables exceptional service delivery across the account globally.
- Utilizes interpersonal and communication skills to lead, influence, and encourage others.
- Advocates sound financial/business decision making; demonstrates honesty/integrity.
- Leads by example.
- Encourages and builds mutual trust, respect, and cooperation among team members.
- Establishes and maintains sound management guidelines for appropriate staffing levels in accordance with client service level agreements and operating days.
- Sets goals and expectations for direct reports using the performance review process and holds team accountable for successful performance.
- Ensures that expectations and objectives are clearly communicated.
- Establishes and maintains open, collaborative relationships with direct reports and entire Experience team and ensures direct reports do the same for their team.
- Ensuring Exceptional Customer Service
- Anticipation and response to needs and concerns of multiple clients and transform problems into opportunities.
- Monitors and manages 3rd party vendor performance related to soft services delivery.
- Proactively identifies and escalates risks and issues at the account level (audit findings, client complaints, material vendor service issues, information security, any impact to the Account KPI's)
- Shares plans to take corrective action based on KPI and survey results with client leadership.
- Engages in a culture of continuous improvement and innovation by leveraging business intelligence, adopting, and participating in the development of best practices at the IFM platform level including new tools, process re-engineering and other ideas that provide service delivery efficiencies.
- Perform additional job duties, as requested.
In addition to the responsibilities mentioned, The Workplace Experience Lead is also responsible for food program management. This includes overseeing the foodservices aspect of the experience-focused services on the account. The Workplace Experience Lead will be responsible for developing and implementing foodservice programs that align with the client's goals and objectives.
Specific responsibilities related to food program management may include:
- Collaborating with the client and internal stakeholders to understand their foodservice needs and preferences.
- Developing a comprehensive foodservice plan that enhances employee engagement and satisfaction.
- Managing the operational implementation of the food program, including menu planning, vendor selection, and quality control
- Ensuring compliance with food safety regulations and health standards
- Developing and implementing training programs for foodservice staff to ensure exceptional service delivery.
- Monitoring and managing vendor performance related to foodservices delivery.
- Analysing and interpreting foodservice data, such as customer feedback and sales trends, to make informed decisions and drive continuous improvement.
- Identifying and implementing innovative ideas and best practices in foodservice to enhance the overall experience for employees and guests.
- Collaborating with other teams, such as facility management and procurement, to ensure smooth coordination and integration of foodservices with other aspects of the client's operations.
The Experience Services Lead will play a key role in transforming the client's food experience, ensuring that it aligns with their goals and contributes to a positive works.
Sound like you? To apply you need to be:
- Bachelor's degree
- 10+ years prior experience in Soft Services, Facility Management or Operations and/or knowledge of commercial real estate or hospitality industry, preferred.
- Proven leadership skills with the ability to manage multiple priorities and deliver results in a fast paced heavily matrixed environment.
- Track record of initiative, integrity, and good judgement
- Strong analytical/financial aptitude
- Ability to gather data, assess situations and quickly develop solutions.
- Highly collaborative with strong interpersonal skills
- Excellent verbal and written communication skills with the ability to communicate professionally.
- Proficient skills in Microsoft Office Suite (Excel, Work, PowerPoint, Visio, Outlook, and Access)
Location:
Remote -London, GBR If this job description resonates with you, we encourage you to apply, even if you don't meet all the requirements. We're interested in getting to know you and what you bring to the table! If you require any changes to the application process, please email or call + 44 ( 0 ) to contact one of our team members to discuss how to best support you throughout the process. Please note, the contact details provided are to discuss or request for adjustments to be made to the hiring process. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.
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