Asset Experience Lead

Overview

In this role you will lead and coordinate a community of Asset Experience Managers within JLL’s Royal London Property Delivery team, ensuring consistent service delivery and high performance. You will drive knowledge sharing, client relationship excellence, and continuous improvement across operations, risk, and sustainability initiatives. You’ll act as the primary escalation point for complex issues and work closely with cross-functional leaders to align with client strategy. This is a hands-on leadership and client-facing role at a site-based property portfolio.

Responsibilities

• Provide line management and development support to Asset Experience Managers within the community
• Coordinate diary management, absence cover, and buddy system implementations
• Serve as primary escalation point for complex operational, client, and team issues
• Facilitate regular community meetings and promote best-practice adoption
• Collaborate with senior leadership to drive consistency and escalate systemic issues to the Property Delivery Lead
• Foster a high-performance culture through communication, recognition, and development initiatives
• Monitor community performance metrics and implement improvement actions
• Collaborate with the Royal London asset manager to set strategy and lead relationships
• Identify how JLL can support client needs and discuss improvements with the client relationship team
• Maintain understanding of the client’s asset/portfolio strategy and communicate to the team
• Support emergency planning and business continuity activities
• Manage financial accountability, service charge budgets, and reconciliations in line with standards
• Oversee lease queries, compliance, and liaison with advisers as required
• Coordinate H&S and compliance management, including audits and permits-to-work systems
• Support ESG initiatives aligned with client strategy and JLL responsibilities

Key requirements

• Experience in leadership and line management of property/asset teams
• Strong client relationship and stakeholder management capability
• Operational excellence in portfolio or asset management
• Knowledge of financial budgeting, service charges, and supplier payment processes
• Experience with compliance, H&S, and audits in a facilities/property context
• Ability to coordinate cross-functional teams and drive continuous improvement
• Site-based employment and occupier-focused role experience

• leadership
• communication
• problem-solving
• Proactis (supplier payments)
• E-Perms (permits-to-work) system
• H&S compliance processes

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