JLL empowers you to shape a brighter way.
Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.
About the Role
Location: Peterborough
AsaLeadAsset Experience Manager,within JLL's Royal London Property Delivery team,you will coordinate operations across your community ofAsset Experience Managers, providing line management, diary coordination, absence cover arrangements, and implementation ofa bespoke supportsystem. You serve as the primary escalation point for complex operational and client issues within your community, ensuring consistency of service delivery and adherence to JLL and client standards.
Working collaboratively with fellow LeadAsset Experience Managersacross the otherdistinctcommunities, you willfacilitateknowledge sharing, promote best practice adoption, and drive continuous improvement initiatives. Youare responsible forfostering a high-performance culture within your community through regular communication, performance management, and team development. When issues require escalation beyond community level, you will liaise directly with the Property DeliveryLeadto ensureappropriate resolutionand strategic alignment.
Alongside this leadership role, in yourday-to-dayrole asAsset Experience Manager, you will serve as both strategic leader and operational expert for complex commercial property portfolios. This comprehensive role combines senior-level client relationship management and strategic oversight with hands-on operational excellence. You will be the primary client relationship owner whilemaintainingdirect responsibility for day-to-day property operations,customerrelations, and team leadership.
Key Responsibilities
Community Leadership & Team Management
Provide line management todesignatedAsset Experience Managerswithin the community, including performance reviews, development planning, and career progression support
Coordinate community operations including diary management, absence cover arrangements, and buddy system implementation
Serve as primary escalation point for complex operational, client, and team issues within the community
Facilitate regular community meetings to share knowledge, address challenges, and promote best practice adoption
Collaborate withsenior leadershipto drive consistency, share learning, and escalate systemic issues to the Property Delivery Lead
Foster a high-performance culture through effective communication, recognition, and team development initiatives
Monitor community performance metrics and implement improvement actions whererequired
Strategic Client & Asset Management
Collaboratewith the Royal London asset managerto set the strategy, calling on subject matter experts asrequired.
Act as main point of contact forRoyal London assetmanager(s)and lead relationships with professionalism and accountability.
Identifyhow JLL cansupport theclient needs and requirements and discuss withJLL client relationship teamon how JLL service can be revised and improved.
Maintain clear grasp of client's asset/portfolio strategy, drivers/values and articulate these to the wider team
Support emergency planning, business continuity, testing, and monitoring with emergency management support asrequired.
CustomerManagement & Experience
The role is envisaged as predominantly site basedwithafocusonoccupier visibility
Serve as the primary point of contact for allcustomerenquiries, concerns, and service requests, ensuringtimelyresponse and resolution whilemaintainingpositive relationships
Proactivelyidentifyopportunities to improve thecustomerexperience through building amenities,services, and programming
Act oncustomerfeedback to create a productive and engaging environment that adds value to their occupancy
Work with RLAM CX Strategy Directortoutilise training opportunitiesandadviseAM of CX implementation opportunities
Feedback allcustomerintelligence to the asset management team.
Financial Management & Service Charges
Work with JLL Accounts teams on financial accountability, cashflow management, andcustomer/suppliercredit control.
Providestrategic advice to asset managers oncustomerdebt recovery, with support from Accounts Receivable.
Prepare and manage service charge budgets and reconciliations according to RICS Professional Standard for Commercial Service Chargesand client KPIs.
Support supplier payments viaProactisand manage supplier payments processes, including purchase orders and invoice approvals.
Oversee management of financial trackers, ensuring accuracy including utility recharges,