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Asset Experience Lead
Lead Asset Experience Manager – JLL East Grinstead
JLL empowers you to shape a brighter way. Our people are experts in real estate for a better world, combining world-class services, advisory, and technology to drive meaningful change for our clients and team members alike. Join JLL to discover opportunities for growth, career development, and finding a place you belong—whether through deep experience in commercial real estate, skilled trades, technology, or new industry applications.
About the Role
Location: On-site – East Grinstead, UK (Potential occasional additional UK base coverage e.g. London, GBR)
As a Lead Asset Experience Manager within JLL’s Royal London Property Delivery team, you’ll play a pivotal role in coordinating operations and leadership across a community of Asset Experience Managers. Your responsibilities span line management, strategic client oversight, operational excellence, and fostering high-performance cultures, while ensuring service delivery adheres to JLL and client standards.
Core Responsibilities
Community Leadership & Team Management
- Leadership: Provide line management to direct Asset Experience Managers, including performance reviews, career development, and progression support.
- Operational Coordination: Oversee community operations, diary management, absence cover arrangements, and buddy system implementation to ensure seamless workflow.
- Escalation: Serve as the primary escalation point for complex issues spanning operations, client concerns, and team challenges, ensuring alignment with Royal London and JLL strategic goals.
- Collaboration: Partner with Lead Asset Experience Managers across distinct communities to share knowledge, adopt best practices, and drive continuous improvement.
- Culture Building: Foster a high-performance culture through proactive communication, recognition programs, performance management, and team development.
- Metrics & Improvement: Monitor community performance metrics to identify gaps and implement targeted improvement initiatives.
Strategic Client & Asset Management
- Strategic Partnership: Collaborate with Royal London asset managers to shape portfolio strategy, leveraging subject-matter expertise when needed.
- Client Relationships: Serve as the primary client contact point, leading relationship ownership with professionalism and accountability.
- Service Innovation: Identify ways JLL can support and enhance client needs, while refining service delivery with the JLL client relationship teams.
- Alignededor Strategy: Maintain a clear grasp of client’s asset/portfolio strategy and values, articulating them effectively across teams.
- Business Continuity: Support emergency planning, business continuity testing, and monitoring with emergency management partners.
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Customer Management & Experience
- Occupier Focus: Work predominantly in a site-based capacity, prioritizing occupier visibility and engagement.
- Customer Support: Handle all customer enquiries, concerns, and service requests, aiming for prompt resolutions and positive relationships.
- Experience Enhancement: Proactively identify opportunities to improve the customer experience through tailored amenities, services, and programmes.
- Feedback Loop: Utilize customer feedback to refine environments, ensuring occupancy value-add.
- Knowledge Utilization: Leverage training opportunities with the RLAM CX Strategy Director and advise Asset Experience Managers on CX (Customer Experience) implementation.
- Customer Intelligence: Regularly feed customer insights back to the asset management team.
Financial Management & Service Charges
- Cashflow & Payables: Collaborate with JLL Accounts teams on financial accountability, cashflow management, and supplier/creditor control.
- Debt Recovery Advice: Provide strategic advice to asset managers on customer debt recovery, supported by Accounts Receivable.
- Budget Oversight: Prepare and manage service charge budgets and reconciliations per RICS Professional Standard and client KPIs.
- Supplier Management: Use Proactis for supplier payments, including POs, invoice approvals, and ensuring supply chain efficiency.
- Financial Tracking: Oversee financial trackers (e.g., utility recharges, turnover, commercialization) to ensure accuracy.
- Consultant Engagement: Address customer and consultant queries promptly related to finances.
Lease & Legal Management
- Data/Lease Liaison: Partner with Data Management team on complex, prolonged lease queries.
- Application Handling: Recommend applications to the asset manager, review tenant requests under lease agreements, including alienations and alterations.
- Covenant Compliance: Monitor and enforce lease covenants, handling compliance-related disputes addressed through internal and external advisers (e.g., legal or building surveyors).
- Valuation Support: Assist in resolving client matters affecting valuation.
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Health & Safety & Regulatory Compliance
- Risk Management: Coordinate risk actions and ensure compliance through statutory checks (e.g., monthly Site Safety inspections, voids management).
- *Incident/KPIs: Manage accident/incident reporting, follow-up, and documentation with the E-Permits system.
- Compliance: Ensure adherence to health and safety legislation, participation in LRQA audits, and ISO14001 alignment.
- Voids Security: Involve third parties where necessary to safeguard void security properties.
ESG & Sustainability
- EsG Integration: Contribute to and implement ESG initiatives, aligning efforts with Royal London’s sustainability strategy and JLL commitments.
- ESG Requirements: Maintain awareness of industry and regulatory obligations regarding ESG.
- Sustainability Operations: Assist in the sustainability reporting, compliance insights, asset sustainability plans, ESG databases, and risk assessments.
Key Qualifications & Competencies
Though experience is beneficial, JLL invites applications from diverse backgrounds—especially if it reflects passion, problem-solving, and a drive for impact. The team seeks:
- Leadership: Proven ability to lead and motivate teams within a fast-paced, dynamic setting.
- Client-Centric Approach: Strong interpersonal skills to foster trust-based relationships with clients, teams, and stakeholders.
- Operational Agility: Fluent in property operations, finance, and compliance management with a blend of strategic oversight and hands-on problem-solving.
- Technical Proficiency: Familiarity with real estate software (e.g., Proactis, lease tools) and Excel for financial reporting/logistics.
- Regulatory Knowledge: Understanding of RICS standards, health-and-safety regulations, and ESG frameworks.
- Resilience: Proactive communication, ability to balance prioritization in urgent/high-stakes contexts.
Trust is a role’s foundation—and integrity, transparency, and collaboration are critical for building it.
Reminder: Apply even if you don’t meet every single requirement. Highlight your unique strengths and skills through this journey.
JLL’s Purpose: Shape a brighter future of real estate.
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