Senior Account Manager, Experience Management
 JLL | |
 United States, Illinois, Chicago | |
| 200 East Randolph Street (Show on map) | |
 Nov 08, 2024 | |
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JLL Experience Management is in search of a Senior Account Manager to be based onsite in Chicago, Boston or Washington DC.
Operations Manage 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 Relations Foster 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 Management Lead 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 Support Actively 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 Budgeting Partner 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 Creation Suggest 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 Analysis Provide 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 schedule Use 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 visualizations Sound like you? Here's what we're looking for: Professional demeanor and appearance Strong business acumen Proficiency in reading budgets, P&Ls, and other financial statements Ability to recognize Accounting inconsistencies Excellent verbal and written communication skills Desire and ability to lead-by-example Outstanding people skills, including the ability to lead meetings and present to groups Ability to be flexible and adaptable Strong organizational skills and ability to multi-task Ability to meet deadlines Ability to think quickly and efficiently when confronted with requests Self-starter, motivated, takes initiative, and anticipates needs of others General tech-savviness, specifically MS Office applications, iOS applications Ability to analyze data and explain data visualizations Treats all team members with respect and dignity Ability to stay positive in ever-changing circumstances Education and Experience Bachelor's Degree in Business, Hospitality, Marketing, or related field is preferred Minimum of 5 years experience in luxury hospitality, event planning, high-end retail, fine dining, property management or related field Minimum of 5 years management experience for hourly and salary level employees | |