National Customer Operations - Lendlease

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Broadly, the National CEM’s primary responsibility is to oversee the development and delivery of portfolio place and customer experience initiatives, in line with Lendlease Customer’s strategic objectives. All, through the execution of a series of events and customer engagement activities at a portfolio level, but also overseeing the activities developed and delivered at site-level.  Additionally, the National CEM is to ensure all services, branding, marketing and presentation of the Properties are in keeping with premium grade standards and maintain reputational and brand integrity.

·       Lendlease stakeholder engagement – key point of contact (includes monthly WIP and quarterly reporting meetings)

·       JLL Customer Team stakeholder management (matrix manager 11 x site customer teams – includes monthly portfolio meetings and involvement in recruiting when requested by National and/or GM)

·       Strategic coordination and input across platform customer experience and placemaking initiatives (includes fixed monthly activation meetings with each site team) – connect with retail stakeholders as required

·       Lead on 4 x annual portfolio activations as agreed with Lendlease.

·       WorkLife Project Management – JLL CX Lead in collaboration with JLL Comms Lead (includes 1 x monthly Equiem technology meeting, and weekly internal WIPs with the WorkLife Content Production Team) – connect with retail stakeholders as required

·       Portfolio reporting lead – customer experience program overall

·       Social Sustainability Strategy contributor

·       Coordination of customer portfolio budget items – forecasting and tracking spend-to-date.

Broadly, the National CEM’s primary responsibility is to oversee the development and delivery of portfolio place and customer experience initiatives, in line with Lendlease Customer’s strategic objectives. All, through the execution of a series of events and customer engagement activities at a portfolio level, but also overseeing the activities developed and delivered at site-level.  Additionally, the National CEM is to ensure all services, branding, marketing and presentation of the Properties are in keeping with premium grade standards and maintain reputational and brand integrity.

·       Lendlease stakeholder engagement – key point of contact (includes monthly WIP and quarterly reporting meetings)

·       JLL Customer Team stakeholder management (matrix manager 11 x site customer teams – includes monthly portfolio meetings and involvement in recruiting when requested by National and/or GM)

·       Strategic coordination and input across platform customer experience and placemaking initiatives (includes fixed monthly activation meetings with each site team) – connect with retail stakeholders as required

·       Lead on 4 x annual portfolio activations as agreed with Lendlease.

·       WorkLife Project Management – JLL CX Lead in collaboration with JLL Comms Lead (includes 1 x monthly Equiem technology meeting, and weekly internal WIPs with the WorkLife Content Production Team) – connect with retail stakeholders as required

·       Portfolio reporting lead – customer experience program overall

·       Social Sustainability Strategy contributor

·       Coordination of customer portfolio budget items – forecasting and tracking spend-to-date.

·       Portfolio comms coordination for relevant projects and initiatives

·       Working closely with the Lendlease Customer Team to understand the needs of the customers, in order to identify initiative opportunities, and to assist the broader team with the delivery of the Customer Retention Plan across assets.

·       Engaging and overseeing internal and external resources to deliver functions within the scope of works.

·       Driving continuous improvement through measuring performance and identifying opportunities.

The objective of this role is to work with the wider Portfolio and JLL Experience Teams to oversee the delivery of work contained within the Customer Engagement Strategy and to deliver on its respective KPIs as outlined in the Client Management Agreement.

You will be expected to understand the Client’s overarching strategy and encourage internal and external stakeholders to ensure all work is in alignment with the Client’s objectives.

•           Superior written and verbal communication skills.

•           Ability to manage a high volume of output with tight deadlines.

•           Strong stakeholder management skills.

•           A high level of attention to detail.

•           3+ years’ qualified experience in a customer service, placemaking, marketing and/or events management role.

•           Experience with online and offline communications channels.

•           Experience managing conflicting deadlines and expectations.

Location:

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.

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