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Professional, Workplace Experience

2 weeks ago

Pune Maharashtra, India JLL Full time

JLL supports the Whole You, personally and professionally.

Title
Workplace Experience Services Manager
Business unit
Work Dynamics
Reporting to
Account Operations Director
Overall Roll
The WESM will be part of the wider Workplace Experience Community and is responsible for leading the experience team in forging a lasting, open and collaborative relationship with clients through the delivery of a unique and authentic experience.
Works closely with Account Leadership and our Client to understand the goals, objectives and focus areas for Experience Services on the account.
Establishes challenging, realistic, and obtainable goals to guide the operation and performance of the service ambassador team.
You will be involved in the implementation of all internal & and external communication strategies and events management in collaboration with the client’s leadership to drive a purposeful fusion of life and work based on authentic human experiences.
Develop a strong relationship with the in-country stakeholders and an understanding of the needs of the colleagues to enhance the colleague experience.
Building a sense of community within the workspace through a local event calendar (align to the regional calendar)
Focus on user-centric hospitality, creating high-touch opportunities for people to connect in new and exciting ways that speak to Boeing's culture.
Support in the creation of the Foundational Experience Design Guidelines playbook and integrate it as part of the Global Workplace Design Guidelines, to provide a holistic approach to the project implementation process.
Train the WPX team on curating authentic client/employee/visitor experience across the portfolio.

Duties
& Responsibilities

Community Building

Experience Services Manager develops effective experience programming that enhances Boeings Client community that will:
Curate a meaningful and personal experience for Boeing client employees and visitors that anticipates and exceeds expectations.
Develop location strategy documents that can be utilized by other functional teams to provide solutions
Focus on user-centric hospitality, creating high-touch opportunities for people to connect in new and exciting ways that speak to their workplace culture.
Create a fun and impactful client engagement strategy
Engage with all guests, employees and key stakeholders
Work with relevant parties on space management through data analytics
Develop client support/feedback initiatives e.g. FAQ
Build a community of ambassadors to deliver soft services that are authentic, caring and able to provide timely services
Develop a strong relationship with the in-country client business stakeholders and an understanding of the needs of the colleagues to enhance the colleague experience.
Deliver an un-compromised client colleague experience through curated events based on the employees’ interests.
Build relationships with a workplace committee by engaging them through a monthly or quarterly forum.
Drive and develop the community by organising social, engaging events that support the bank’s sustainability, diversity, equity, and inclusion goals.
Understand the needs of the business and what drives the businesses you support.
Support and collaborate with the Workplace Team to deliver the shared vision.
Leverage Workplace App to engage with onsite employees. Drive adoption by ensuring day-to-day updates and events remain relevant and engaging to all users.

Communication

Lead the development and implementation of all internal communication strategies in collaboration with client leadership with a focus on improving culture and employee engagement.
Liaison with JLL team and client on soft service delivery
Share regular event and celebration content through the client’s internal monitors, blog posts, newsletters and other communication channels.
Create, and manage a leadership preference profile within the client account
Adopt innovative communication strategies for visiting guests,
dignitaries and employee events & feedback.
Champion monthly meetings with stakeholders to enhance relationships

Event Management

Curate a meaningful and personal experience for client employees and visitors that anticipates and exceeds expectations. Provide an experience that is seamless and coherent across all channels and creates a positive connection of visitors and colleagues.
Formulate a monthly calendar of events and implementation plan
Build and maintain Standard Operating Procedures
Organize facilities and manage all event details such as decor, catering, entertainment, transportation, location, invitee list, special guests, equipment, promotional material etc.
Providing outstanding customer service and organize memorable events that exceed client expectations
Propose ideas to improve event and service quality
Develop an event planning process that is simple to adopt and implement
Assist in the coordination of event orders with clients, team and vendors
Develop and manage the vendor ne