JLL
Workplace Experience Manager
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Our Client Vision
Our goal is to provide an enhanced Workplace Experience that meets our client's Property & Facilities Management (P&FM) vision of delivering:
"A workplace that provides an integrated customer experience enabling colleagues to do their best work."
In this role you will be a part of delivering a World Class Workplace experience for our client's colleagues, customers, and guests in a connected workplace which promotes a culture of inclusion and safety. The client's Moments that Matter (MtM) programme provides a focus for creating an environment that enhances productivity, collaboration, and well-being. You will have the opportunity to create exceptional workplace experiences and drive colleague satisfaction and engagement to make opportunities for everyone to flourish.
Job Description Summary
The Workplace Experience Manager leads the day-to-day delivery of Workplace Experience services across the client's portfolio of 3 London offices (including their headquarters) and 3 regional offices, ensuring a consistent, high-quality, hospitality-led experience for colleagues, clients, and visitors. The role combines operational leadership, team and vendor management, stakeholder engagement, and workplace hospitality to create an exceptional workplace environment aligned with business objectives and service standards.
The Workplace Experience Manager leads frontline Workplace Experience teams and vendor partners across reception, events, administration, mailroom, and workplace ambassador services, supporting operational governance, KPI performance, and continuous improvement initiatives. This highly visible, client-facing role requires strong leadership and stakeholder management to deliver exceptional workplace experiences within a fast-paced corporate environment, acting as a key operational partner across Workplace Services, Facilities Management, IT, Security, AV, Catering, Cleaning, and business stakeholders.
This role reports to the Senior Manager, Workplace Operations & Experience.
Key Responsibilities
Workplace Experience Operations
- Support the day-to-day delivery of Workplace Experience operations across 3 London offices, including the headquarters site, and 3 regional offices.
- Ensure workplace environments are safe, welcoming, well-maintained, organised, and always operating efficiently.
- Lead frontline workplace experience delivery across reception, workplace ambassador, administration, mailroom, and events functions.
- Ensure reception areas, meeting rooms, collaboration spaces, executive areas, and shared spaces consistently meet premium hospitality and presentation standards.
- Act as a key escalation point for operational workplace issues and ensure timely resolution and communication.
- Conduct regular Gemba Walks — systematic site inspections observing colleague and visitor experience firsthand — documenting findings and implementing corrective actions in partnership with service delivery teams.
- Support workplace operational governance, compliance, service consistency, and adherence to agreed service levels and procedures.
- Coordinate workplace logistics including office moves, churn activities, workplace requests, and operational support activities.
Team Leadership & Vendor Management
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- Lead and develop the onsite Workplace Experience team, including the Workplace Ambassador Lead, Workplace Ambassadors, and Administration and Reservations team members.
- Provide day-to-day leadership, coaching, support, and performance management to ensure a consistently high standard of service delivery.
- Foster a collaborative, engaged, and customer-focused team culture aligned with workplace experience objectives.
- Oversee vendor-delivered services across reception, administration, events, and mailroom operations, ensuring strong performance and accountability.
- Support recruitment, onboarding, training, succession planning, and ongoing development of Workplace Experience team members.
- Step into operational activities when required to maintain service continuity during peak periods, executive visits, or high-demand events.
Employee & Guest Experience
- Deliver a premium, hospitality-led workplace experience for employees, clients, executives, and visitors with a proactive service mindset.
- Own the day-to-day execution of the end-to-end guest and colleague journey across the portfolio.
- Coordinate a “Day 1 Ready” experience for new hires, including workspace preparation, technology setup verification, welcome materials, and orientation to workplace facilities and services, reflecting the client's hospitality standards.
- Manage exit procedures for departing employees, including workspace decommissioning and access removal, partnering with HR, IT, and Security for seamless onboarding and offboarding.
- Drive employee engagement initiatives, workplace activation programs, cultural activities, wellbeing initiatives, and recognition moments.
- Create engaging and inclusive workplace experiences that support both in-office and hybrid employees.
- Ensure executive and VIP visits are coordinated and delivered to a high standard.
- Oversee reception services including guest registration, visitor management system administration, switchboard operations, and luggage/lost & found services, in coordination with Physical Security on access control and data protection.
- Ensure effective wayfinding, signage, and orientation support — including up-to-date maps, floor plans, and directional guidance — so colleagues and visitors can easily navigate the workplace.
Events & Workplace Activation
- Lead the operational planning and delivery of internal and external events across the portfolio.
- Coordinate event logistics including room setup, catering, AV, supplier coordination, communications, and guest management.
- Support workplace activation initiatives designed to increase engagement, collaboration, and office utilisation.
- Manage the annual workplace and employee experience calendar in partnership with key stakeholders.
- Ensure all events and activations are delivered seamlessly, professionally, and within agreed timelines and budgets.
Stakeholder Management & Collaboration
- Build strong working relationships with all stakeholders across Workplace Operations, Security, and IT/AV teams.
- Act as a visible and approachable workplace presence across all sites.
- Understand client needs and translate requirements into actionable service delivery plans, gathering and analysing client feedback to drive continuous improvement.
- Support the Senior Manager, Workplace Operations & Experience with operational initiatives, reporting, stakeholder engagement, and service improvement activities.
- Partner with cross-functional teams to ensure aligned delivery of workplace services and initiatives.
- Support communication and engagement across workplace-related programs and changes.
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Performance, Analytics & Continuous Improvement
- Support the management of workplace KPIs, SLAs, and service metrics, partnering with vendor management teams to ensure contractual obligations and service standards are consistently achieved, and produce accurate operational reporting.
- Monitor workplace ticketing systems (e.g. Corrigo CAFM) and desk booking/visitor management systems (e.g. Eptura), ensuring timely resolution of requests and accurate, real-time data for reporting and analytics.
- Analyse colleague feedback, utilisation patterns, occupancy data, and service metrics to inform decision-making and optimise the service delivery model for service enhancement.
- Assist with tracking workplace budgets, vendor spend, and operational costs.
- Using all data available, produce regular reports and insights on workplace activity, engagement, service performance, and operational trends.
- Identify operational gaps and implement continuous improvement initiatives to enhance workplace experience and efficiency.
- Maintain workplace SOPs, service standards, operational playbooks, and documentation.
- Support audits, compliance activities, and adherence to Health, Safety, Environment, and Risk Management procedures.
- Contribute to workplace technology rollouts and process improvement initiatives.
Qualifications & Experience
- 5+ years' experience managing teams within Workplace Experience, Hospitality, Facilities Management, Corporate Services, or Office Operations.
- Proven ability to deliver premium service in a hospitality-led workplace.
- Experience with multi-site operations and vendor-delivered services.
- Ability to manage employee engagement, workplace events, and day-to-day operations concurrently.
- Strong stakeholder management and communication skills, building relationships at all levels.
- Experience with KPI management, operational reporting, and data/BI tools (e.g. CAFM, desk booking, visitor management systems) to drive continuous improvement.
- Strong organisational, problem-solving, and prioritisation skills in fast-paced environments.
- Proficient in Microsoft Office and workplace management systems.
- Experience in executive/VIP environments desirable.
Key Competencies
- Workplace hospitality and customer service excellence
- Team leadership and people development
- Operational delivery and service management
- Stakeholder and vendor management
- Employee engagement and workplace activation
- Event coordination and execution
- Communication and relationship building
- Organisation and attention to detail
- Problem-solving and decision-making
- Continuous improvement mindset
- Adaptability and resilience
- Professionalism and executive presence
- “One-Team” collaborative approach across all service functions
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