JLL
WE&O London Events & Experience Lead
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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.
Join JLL's dynamic team serving one of the world's largest banking and financial services organizations with a network spanning more than 50 countries and territories. We're seeking talented professionals who thrive in fast-paced environments and are eager to drive meaningful change. This is an outstanding opportunity to work alongside industry experts that help shape the future of workplace strategy for a globally recognized institution. Whether you want a career that could take you to the top or an exciting new direction, we offer opportunities, support, and rewards that will help you stand out, fulfill your potential, and ultimately make your mark on something truly exciting.
The Experience and Events London Lead
Location: On-site – London, GBR
The Experience and Events London Lead is based on the client’s London HQ site and reports into the WE&O London Lead role. This role leads the day-to-day delivery and continuous improvement of workplace experience and events across the London portfolio, ensuring a consistently high-touch, “one team” service for colleagues, customers, guests, and visitors. The role is highly visible and acts as an on-site ambassador, with particular focus on key client-facing areas (e.g., Customer Experience Centre and event/meeting spaces).
Key Accountabilities (Roles & Responsibilities)
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Workplace experience leadership
- Lead the development and implementation of modern workplace programs to deliver a best-in-class employee and guest experience across the London office.
- Set service standards and behaviors that elevate front-of-house and event touchpoints, ensuring excellence in every interaction.
- Act as a Subject Matter Expert (SME) for Workplace Experience / Events items, supporting the development and roll-out of processes and SOPs that serve wider account targets.
- Champion a culture of service excellence, anticipating colleague and customer needs in a dynamic environment.
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Events leadership and delivery (end-to-end)
- Own end-to-end event delivery across the building, ensuring events run smoothly from start to finish.
- Serve as the first point of contact for client events, including creating, managing, and reconciling event briefs and details.
- Arrange and lead pre-event meetings with hosts/stakeholders to confirm objectives, run-of-show, operational needs, and risk considerations.
- Manage all event space diaries through the booking system and oversee furniture set-ups and room readiness for event spaces.
- Lead/showcase show rounds of meeting rooms and event spaces, promoting utilization and providing flexible solutions where possible.
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Client relationship management and stakeholder partnering
- Build trusted relationships with client staff and their clients through proactive engagement, attentive listening, and prompt, appropriate action.
- Ensure client and guest expectations are met, and that overall on-site experience strategy is delivered.
- Maintain strong communication with all service providers and business partners on site, ensuring a seamless experience through joined-up planning and delivery.
- Handle complaints professionally, ensuring appropriate resolution and that action plans are created and embedded to prevent recurrence.
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Team leadership and “one team” working
- Develop, mentor, and sustain a high-quality, motivated team that supports the client strategy and delivers first-class workplace experience and events.
- Lead by example, nurturing an environment conducive to teamwork and collaboration across functions and service partners.
- Coordinate and run regular events meetings (e.g., weekly event team meetings) to maintain consistent communication, prioritization, and delivery discipline.
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Operational governance, controls, and continuous improvement
- Ensure operational manuals and event-related documentation are kept up to date, relevant, and usable.
- Regularly review and improve events policies and procedures to keep them aligned to business needs and service excellence standards.
- Conduct post-event feedback collection, audits, event inspections, and follow-ups to drive measurable improvements.
- Implement industry best-practice operations to deliver a first-class workplace experience for everyone on site.
- Provide standard monthly/quarterly/annual reporting and management reports as required, including event statistics, trend analysis, and improvement plans.
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Technology, innovation, and ways of working
- Drive innovation in experience and events delivery through technology, automation, and improved operational routines.
- Identify opportunities to enhance booking journeys, communications, event readiness, and stakeholder visibility using appropriate tools.
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Sustainability and responsible delivery
- Demonstrate commitment to sustainability programs and embed sustainable practices into event planning and workplace experience delivery.
- Work collaboratively with the wider workplace group and partners to support sustainability goals across operations and events.
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Flexibility and broader workplace support
- Remain flexible and adaptable to changing business requirements and critical needs, supporting other workplace duties when required.
Skills and Capabilities
- Excellent written and verbal communication skills, including presenting clearly face-to-face and over the telephone.
- Strong stakeholder management skills; able to network and build rapport at all organizational levels.
- Highly customer-centric with an instinct for anticipating needs in a demanding, highly visible environment.
- Strong planning and organization skills; able to manage multiple projects and competing priorities.
- Confident, professional, and solutions-focused, with the initiative to act without close supervision.
- Collaborative approach that promotes a “one team” culture with clients, suppliers, and internal teams.
- Strong attention to detail and ability to deliver under tight deadlines across multiple concurrent events.
- Data-literate: able to analyze reports, interpret trends, and present insights with practical action plans.
- Proficient in MS Office and Outlook; comfortable using booking/event management systems.
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Experience (Required)
- Significant experience (typically 5+ years) in workplace experience, events, hospitality, corporate services, and/or facilities management environments.
- Proven experience coordinating and delivering complex events in a fast-paced corporate/multinational setting.
- People management/team leadership experience, with evidence of developing and motivating teams.
- Experience in data analysis and reporting in a business environment (statistics, insights, proposals).
- Experience in creative/social media environments is beneficial.
Reporting Line and Key Relationships
- Reports to: WE&O London Lead role.
- Key relationships: Client stakeholders and hosts, Workplace/Front of House teams, service partners/suppliers, in-house workplace colleagues, site operations teams.
If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements. We’re interested in getting to know you and what you bring to the table!
At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.
JLL Privacy Notice
Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally, the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavor to keep your personal information secure with an appropriate level of security and keep it for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.
For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.
For additional details, please see our career site pages for each country.
Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may email us at HRSCLeaves@jll.com. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.
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