Asset Experience Lead

As Lead Asset Experience Manager, you will lead a community of Asset Experience Managers within JLL’s Royal London Property Delivery team, ensuring consistent service delivery and escalation handling. You’ll balance strategic client relationship management with hands-on property operations, driving high performance and continuous improvement. You will collaborate cross-functionally to align with client strategy, ESG goals, and risk management, shaping a high-impact, client-focused operation. This role offers scope to influence service quality, sustainability initiatives, and team development in a dynamic, on-site setting.

• Provide line management and development support to Asset Experience Managers within the community
• Coordinate diary management, absence cover, and buddy-system implementation
• Serve as primary escalation point for complex operational, client, and team issues
• Facilitate regular community meetings and promote best-practice adoption
• Collaborate with senior leadership to drive consistency and escalate systemic issues
• Foster a high-performance culture via communication, recognition, and development initiatives
• Monitor community performance metrics and drive improvement actions
• Collaborate with Royal London asset manager to set strategy and maintain relationships
• Identify and discuss client needs with the client relationship team to improve service
• Support emergency planning, business continuity, testing, and monitoring
• Act as main point of contact for customer enquiries and service requests
• Proactively improve customer experience through amenities, services, and programming
• Coordinate financial management with Accounts teams, including budgets, cashflow, and debt recovery guidance
• Prepare and manage service charge budgets and reconciliations to standards and KPIs
• Oversee supplier payments and invoicing processes
• Manage lease queries, compliance with covenants, and escalation with advisers when needed
• Support H&S, compliance, ISO14001, audits, and risk management activities
• Support ESG initiatives and sustainability reporting in line with client strategy

• leadership and people management
• strong communication and stakeholder management
• problem solving and escalation handling
• Proactis
• E-Permits system (permits-to-work)
• data management and performance metrics