JLL
Senior Account Manager, Experience Management
JLL, Chicago, Illinois, United States, 60290
JLL empowers you to shape a brighter way .Our people at JLL and JLL Technologies 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.JLL Experience Management is in search of a
Senior Account Manager
to be based onsite in Chicago, Boston or Washington DC.OperationsManage daily operations across diverse accounts (Community Managers, Event Planners, Concierges, Guest Services).Oversee contract compliance, staffing, and partnership with HR and Recruiting for each account.Lead new account launches, including SOPs, training, KPIs, and marketing materials.Develop and implement training initiatives, procedures, and new programs.Conduct regular on-site visits and client check-ins, including out-of-state travel (20%-60% weekly).Coordinate on-site support and manage work travel within budget constraints.Maintain company shared drive with up-to-date documentation and marketing materials.Collaborate with Community Managers on technology improvements for building apps.Work with XM leadership on program strategies and stay current on market trends.Represent the company at conferences and industry networking events.Client RelationsFoster a strong relationship with client contacts, JLL Regional/Group Managers, and onsite Property Management teams, through regular check-in calls, in-person meetings, site visits, etc.Serve as an advisor to clients on topics including industry trends, new programming opportunities, local payrates, etc.Act as a liaison between vendors and the client.Use annual allotted budget for client relationship-building initiatives.Understand current client priorities for the account/portfolio, as well as asset strategy in the future.Team Building and ManagementLead the training of new employees.Create connections with peers, colleagues, business resource groups, career development groups, etc.Proactively seek connections with other JLL departments and markets and introduce team members where appropriate.Supervise staff/managers and ensuring policies and procedures are being followed.Set goals and objectives in line with those of JLL, Experience Management, the client and the employee’s professional growth.Possess a basic knowledge of HR policies, in order to make appropriate judgement calls for employee retention, reward, communication and performance management.Address performance concerns as immediately as possible, and in accordance with JLL’s progressive performance management process, partnering with the assigned HR Advisor for guidance.Conduct annual reviews and ongoing feedback to team members.Manage PTO requests and coordinate trained coverage for assigned accounts using internal staff or approved temp agencies.Approve staff timecards and correct any discrepancies, where applicable.Business Development SupportActively participate in business development ventures as requested by Senior Leadership.Provide expertise to RFPs.Submit content to RFP materials as requested.Participate in new business pitches as requested.Identify potential new XM business opportunities.Financial Reporting and BudgetingPartner with Finance and Senior Leadership to complete annual and project budgets.Partner with Head of Revenue for revenue projections, proformas, market analysis, marketing strategy, etc. where applicable.Manage contract budgets for each account.Own the monthly financial package for each account, through partnership with onsite team members and Accounting.Review all reports for 100% accuracy before submitting to the client by agreed upon deadline.Confirm all client invoicing is correct on a monthly basis, and work with Accounting to adjust where necessary.Value CreationSuggest new ways for XM to enhance services in alignment with client current and future goals, no less than a frequency of once per quarter.Review property priorities on an annual basis and add where applicable.Reporting and Data AnalysisProvide reports outlining account metrics , KPIs, and other relevant info on a cadence no less than quarterly, according to client’s specifications.Keep accounts on a consistent Quarterly Business Review scheduleUse XM internal and external resources to measure account success through KPIs, NPS surveys, etc.Partner with JLL analytics team to create impactful reports and data visualizationsSound like you? Here’s what we’re looking for:Professional demeanor and appearanceStrong business acumenProficiency in reading budgets, P&Ls, and other financial statementsAbility to recognize Accounting inconsistenciesExcellent verbal and written communication skillsDesire and ability to lead-by-exampleOutstanding people skills, including the ability to lead meetings and present to groupsAbility to be flexible and adaptableStrong organizational skills and ability to multi-taskAbility to meet deadlinesAbility to think quickly and efficiently when confronted with requestsSelf-starter, motivated, takes initiative, and anticipates needs of othersGeneral tech-savviness, specifically MS Office applications, iOS applicationsAbility to analyze data and explain data visualizationsTreats all team members with respect and dignityAbility to stay positive in ever-changing circumstancesEducation and ExperienceBachelor’s Degree in Business, Hospitality, Marketing, or related field is preferredMinimum of 5 years experience in luxury hospitality, event planning, high-end retail, fine dining, property management or related fieldMinimum of 5 years management experience for hourly and salary level employeesLocation:On-site –Boston, MA, Chicago, IL If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements. We’re interested in getting to know you and what you bring to the table!
Personalized benefits that support personal well-being and growth:JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health. Some of these benefits may include:401(k) plan with matching company contributions
Comprehensive Medical, Dental & Vision Care
Paid parental leave at 100% of salary
Paid Time Off and Company Holidays
JLL Privacy NoticeJones 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 endeavour to keep your personal information secure with appropriate level of security and keep 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.For candidates in the United States, please see a fully copy of our Equal Employment Opportunity and Affirmative Action policy
here .This position may require you to be fully vaccinated against COVID-19. If required, you’ll be asked to provide proof that you’re fully vaccinated upon your start date. You’re considered fully vaccinated two weeks after you receive the second dose of a two-dose vaccine series (e.g., Pfizer or Moderna) or two weeks after a single-dose vaccine (e.g., Johnson & Johnson/Janssen). Failure to provide proof of vaccination may result in termination.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 contact us at
Accommodation Requests .
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.Pursuant to the Arizona Civil Rights Act, criminal convictions are not an absolute bar to employment.Pursuant to Illinois Law, applicants are not obligated to disclose sealed or expunged records of conviction or arrest.Pursuant to Columbia, SC ordinance, this position is subject to a background check for any convictions directly related to its duties and
responsibilities.
Only job-related convictions will be considered and will not automatically disqualify the candidate.Accepting applications on an ongoing basis until candidate identified.
#J-18808-Ljbffr
Senior Account Manager
to be based onsite in Chicago, Boston or Washington DC.OperationsManage daily operations across diverse accounts (Community Managers, Event Planners, Concierges, Guest Services).Oversee contract compliance, staffing, and partnership with HR and Recruiting for each account.Lead new account launches, including SOPs, training, KPIs, and marketing materials.Develop and implement training initiatives, procedures, and new programs.Conduct regular on-site visits and client check-ins, including out-of-state travel (20%-60% weekly).Coordinate on-site support and manage work travel within budget constraints.Maintain company shared drive with up-to-date documentation and marketing materials.Collaborate with Community Managers on technology improvements for building apps.Work with XM leadership on program strategies and stay current on market trends.Represent the company at conferences and industry networking events.Client RelationsFoster a strong relationship with client contacts, JLL Regional/Group Managers, and onsite Property Management teams, through regular check-in calls, in-person meetings, site visits, etc.Serve as an advisor to clients on topics including industry trends, new programming opportunities, local payrates, etc.Act as a liaison between vendors and the client.Use annual allotted budget for client relationship-building initiatives.Understand current client priorities for the account/portfolio, as well as asset strategy in the future.Team Building and ManagementLead the training of new employees.Create connections with peers, colleagues, business resource groups, career development groups, etc.Proactively seek connections with other JLL departments and markets and introduce team members where appropriate.Supervise staff/managers and ensuring policies and procedures are being followed.Set goals and objectives in line with those of JLL, Experience Management, the client and the employee’s professional growth.Possess a basic knowledge of HR policies, in order to make appropriate judgement calls for employee retention, reward, communication and performance management.Address performance concerns as immediately as possible, and in accordance with JLL’s progressive performance management process, partnering with the assigned HR Advisor for guidance.Conduct annual reviews and ongoing feedback to team members.Manage PTO requests and coordinate trained coverage for assigned accounts using internal staff or approved temp agencies.Approve staff timecards and correct any discrepancies, where applicable.Business Development SupportActively participate in business development ventures as requested by Senior Leadership.Provide expertise to RFPs.Submit content to RFP materials as requested.Participate in new business pitches as requested.Identify potential new XM business opportunities.Financial Reporting and BudgetingPartner with Finance and Senior Leadership to complete annual and project budgets.Partner with Head of Revenue for revenue projections, proformas, market analysis, marketing strategy, etc. where applicable.Manage contract budgets for each account.Own the monthly financial package for each account, through partnership with onsite team members and Accounting.Review all reports for 100% accuracy before submitting to the client by agreed upon deadline.Confirm all client invoicing is correct on a monthly basis, and work with Accounting to adjust where necessary.Value CreationSuggest new ways for XM to enhance services in alignment with client current and future goals, no less than a frequency of once per quarter.Review property priorities on an annual basis and add where applicable.Reporting and Data AnalysisProvide reports outlining account metrics , KPIs, and other relevant info on a cadence no less than quarterly, according to client’s specifications.Keep accounts on a consistent Quarterly Business Review scheduleUse XM internal and external resources to measure account success through KPIs, NPS surveys, etc.Partner with JLL analytics team to create impactful reports and data visualizationsSound like you? Here’s what we’re looking for:Professional demeanor and appearanceStrong business acumenProficiency in reading budgets, P&Ls, and other financial statementsAbility to recognize Accounting inconsistenciesExcellent verbal and written communication skillsDesire and ability to lead-by-exampleOutstanding people skills, including the ability to lead meetings and present to groupsAbility to be flexible and adaptableStrong organizational skills and ability to multi-taskAbility to meet deadlinesAbility to think quickly and efficiently when confronted with requestsSelf-starter, motivated, takes initiative, and anticipates needs of othersGeneral tech-savviness, specifically MS Office applications, iOS applicationsAbility to analyze data and explain data visualizationsTreats all team members with respect and dignityAbility to stay positive in ever-changing circumstancesEducation and ExperienceBachelor’s Degree in Business, Hospitality, Marketing, or related field is preferredMinimum of 5 years experience in luxury hospitality, event planning, high-end retail, fine dining, property management or related fieldMinimum of 5 years management experience for hourly and salary level employeesLocation:On-site –Boston, MA, Chicago, IL If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements. We’re interested in getting to know you and what you bring to the table!
Personalized benefits that support personal well-being and growth:JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health. Some of these benefits may include:401(k) plan with matching company contributions
Comprehensive Medical, Dental & Vision Care
Paid parental leave at 100% of salary
Paid Time Off and Company Holidays
JLL Privacy NoticeJones 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 endeavour to keep your personal information secure with appropriate level of security and keep 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.For candidates in the United States, please see a fully copy of our Equal Employment Opportunity and Affirmative Action policy
here .This position may require you to be fully vaccinated against COVID-19. If required, you’ll be asked to provide proof that you’re fully vaccinated upon your start date. You’re considered fully vaccinated two weeks after you receive the second dose of a two-dose vaccine series (e.g., Pfizer or Moderna) or two weeks after a single-dose vaccine (e.g., Johnson & Johnson/Janssen). Failure to provide proof of vaccination may result in termination.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 contact us at
Accommodation Requests .
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.Pursuant to the Arizona Civil Rights Act, criminal convictions are not an absolute bar to employment.Pursuant to Illinois Law, applicants are not obligated to disclose sealed or expunged records of conviction or arrest.Pursuant to Columbia, SC ordinance, this position is subject to a background check for any convictions directly related to its duties and
responsibilities.
Only job-related convictions will be considered and will not automatically disqualify the candidate.Accepting applications on an ongoing basis until candidate identified.
#J-18808-Ljbffr