Community & Operations Manager

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Objective of Role

The purpose of the Community and Operations Manager (COM) is to play a key role in the creation and delivery of a bespoke community and customer experience & engagement programme for the customers at 78 St James’s Street.

The aim is to achieve greater occupier satisfaction and establish 78 St James’s Street as a premium office building with exceptional amenity and wellness

space.

The role will also include involvement in daily operational matters within the building which will further support improved occupier satisfaction.

Team Structure

The COM will report directly into the General Manager/Head of Operations (GM) and is expected to develop a close working relationship with the Property Manager, taking guidance as appropriate. The COM will also work closely with the Customer Experience (CX) team within BeWonder.

The COM will also assume management responsibility for the appointed service partners under Cleaning, Security, Reception/Front of House. They will also work closely with the Food & Beverage team. The COM will also deputise for the GM in his/her absence.

Values, Vision and Culture

The 78 St James’s Street Brand Values, Asset Vision and Cultural Pillars marshal strategic direction and set the tone for daily team behaviours and actions. Success will be achieved when the building’s culture can be seen in everything that represents 78 St James’s Street.

You will promote 78 St James’s Street culture through your behaviours and actions. Working with the General Manager, you will act as custodian of the Brand Values, Asset Vision and Cultural Pillars, ensuring all other team members (JLL and service partners) understand, embody and promote them in everything that they do.

Measures of Success

Customer Satisfaction

KPI performance of service partners

Main Duties and Responsibilities

Community and Events

• Working with the GM and Property Manager, act as the lead contact and co-ordinator for, communication and events, working closely with the CX team (BeWonder) and Food & Beverage (F&B) teams
• Establishing regular meetings with the main occupier representatives to develop strong working relationships and support ongoing communications on operations and events. Meetings are to be captured and shared with GM and Property Manager
• Working closely with the CX team (BeWonder) and the GM to create and oversee an engaging and vibrant community/place making strategy targeted at connecting the customers within 78 St James’s Street. This strategy may include retail experiential activation, support of local charities, networking opportunities for local businesses and wellbeing programmes for occupiers
• Work closely with the CX team (BeWonder) and support occupier customer feedback programs and surveys as appropriate and use the feedback to inform strategy
• Assist with implementing the use of technology to manage efficiencies and support in the delivery of the community strategy, including Smart Spaces (building app). This will include daily content management
• Supporting JLL and client initiatives and projects at site level to ensure site and Company success
• Supporting the control and management of the budget assigned to events for each service charge year. Where possible, raise external revenue through events activities, supporting the F&B supplier
• Maintain confidentiality of all appropriate communications and documentation

Operations

• Inform the GM and Property Manager of any occupier matters that may influence valuation/investment considerations, including assistance in monitoring tenants’ compliance with covenants
• To support the GM and Property Manager and have a good understanding of the financial management of the property. Working with the GM on service charge budgets, monitoring of expenditure, variance reporting and year-end service charge reconciliation. Also assisting with raising and administration of purchase orders
• To have an awareness of the principal terms of occupiers’ leases as they effect the facilities management of the property and the Client’s obligations to provide services, including clarity on the extent of the common areas of the building
• Oversee operational responsibility for Cleaning, Reception/Front of House, Security and working closely with the F&B teams on operational matters
• Assisting and supporting with M&E and Lift/VT matters on an ad-hoc basis
• Working with the GM to monitor contractor performance against agreed standards and KPI scoring and assist on reviewing service contracts as appropriate
• Working with the GM to establish and maintain high quality and robust Health & Safety practices, in accordance with JLL best practice guidelines and as per the risk management programme
• Adhere to JLL and the Client’s programme in relation to environmental and sustainability policies, alongside ESG criteria

Knowledge, Skills and Experience

• Strong interpersonal skills
• Strong verbal and written communication skills
• Exceptional organisational and multi-tasking skills
• Intermediate to Advance Microsoft Office skills
• CRM experience
• Workplace app would be advantageous
• Understanding of well-being programmes
• Experience of small to medium scale event management
• A passion for customer experience
• Project management experience
• Building management/Facilities management operational experience
• Innovative thinking – be different and bold in approach
• Be ambitious and commercially minded

Location:

On-site –London, GBR

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! If you require any changes to the application process, please email EMEATA@jll.com or call +44 (0)20 7493 4933 to contact one of our team members to discuss how to best support you throughout the process. Please note, the contact details provided are to discuss or request for adjustments to be made to the hiring process. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.

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