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Customer Experience Services Director
Jones Lang LaSalle
Chicago, IL, United States
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The Customer Experience Services Director is responsible for all aspects of soft service strategy and operation on CS IFM Accounts. Scope of services include all aspects of hospitality focused services including cafes, conference centers, catering, dining rooms, beverage service and vending, on-site fitness, mail services, employee parking, copy services, document destruction and media services and must ensure operation within approved processes and procedures in accordance with the requirements of all local, state and federal mandates. The Customer Experience Director will be expected to provide superior client service, to JLL Account Directors and Sales Teams, as well as external client - while enhancing their individual personal and professional skills. The role is Client facing and must be able to exhibit exceptional customer service and communication skills.
Key Responsibilities
This role has oversight of the operational implementation of experience focused soft service delivery across all JLL IFM accounts.
Develops comprehensive business plan across the IFM business for the services including strategy, cost savings and risk mitigation goals.
Improve the efficiency and effectiveness of on-time performance, quality, safety, risk, and savings targets while identifying and mitigating risks.
Manage and oversee strategic cost reduction programs to reduce operating costs while maintaining desired environments.
Ensure procedures & audits are designed to identify and escalate risks & issues.
Establish and maintain a sound management guidelines for appropriate staffing levels in accordance with specific client operating days.
Monitoring and management of spend related to employee soft services.
Anticipation and response to needs and concerns of multiple clients.
Provide oversight of safety program for the soft services platform.
Proactively identify and escalate risks and issues at the Platform level (audit findings, client complaints, material vendor service issues, info security issues, any impact to the KPI’s of specific Accounts)Engage in a culture of continuous improvement and innovation by leveraging business intelligence, adopting and participating in the development of best practices, new tools, process re-engineering and other ideas that provide service delivery efficiencies, and implement best practices across the platform.
Build and maintain a pipeline of opportunity to in-source soft services where appropriate.
Perform additional job duties, as requested.
Qualifications
Bachelor’s degree.10 years prior experience in Vendor Management, Supply Chain or Operations management experience and/or knowledge of commercial real estate or hospitality, preferred.
Proven leadership skills with the ability to manage multiple priorities and deliver results in a fast paced heavily matrixed environment.
Strong analytical/financial aptitude. Ability to gather data, assess situations and quickly develop solutions. Track record of initiative, integrity and good judgment.
Highly collaborative with strong interpersonal skills and an ability to interact with executive level internal and external Clients.
Excellent verbal and written communication skills with the ability to communicate professionally.
Proficient skills in Microsoft Office Suite (Excel, Work, PowerPoint, Visio, Outlook, and Access).
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