JLL empowers you to shape a brighter way.
Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.
The Retail IFM Lead oversees the delivery of facilities and engineering services for a North American Retail portfolio consisting of ~3M square feet (510+ properties), ensuring service excellence across all workplace, hard/soft services, and critical environments. Key accountabilities include leading and developing a very large and geographically dispersed team, client relationship management across various stakeholders, quality in service delivery and constant service evolution. As a key member of the account leadership team, the Retail IFM Lead requires excellent communication abilities, business acumen, and a deep understanding of dynamic contracts and facilities outsourcing as this role supports account and client initiatives that drive efficiencies and process improvements.
Excellence in service delivery will be achieved by effective teamwork across the account, leadership of the FM & Engineering organizations, and understanding all portfolio activity with a focus on operations, service contracts, and financial management.
Responsibilities
Service Delivery
- Manage the delivery of facilities services to the portfolio in accordance with all agreed policies, procedures, and contract scope.
- Manage team members at a management level to ensure the performance of their teams as well as maintenance and upkeep of the facilities and address issues or escalations.
- Manage vendor performance ensuring services are delivered in accordance with the contract and to agreed standards.
- Drive initiatives such as savings programs, benchmarking, best practices and continuous improvement.
- Ensure all account level KPI/SLA targets are achieved.
- Maintain adherence to all account governance processes, partner with the Account Director and client on account governance evolution.
- Leverages the JLL IFM/Engineering platform through regional IFM networks, JLL’s innovation and best practice sharing program to provide improved IFM services aligned with the account plan, goals, and objectives.
- Advocates diversity and inclusion in the workplace.
- Complies with client specific and JLL accounting/contracting practices, policies and procedures, including but not limited to ethics and business practice.
Client Relationships
- Provides superior client support and relationship management as evidenced by favorable KPI scores and client surveys, client contract compliance, JLL EHS program compliance and team safety performance.
- Deliver an exceptional quality of service to the client, as reflected by client feedback.
Financial Management
- Manage the Facilities Team in the annual client budgeting process, executing services within the agreed operating budget, and monthly reporting on budget performance
- Manage account invoice approval, purchasing card, expense processes in accordance with established processes and procedures.
- Review and approve service partner contracts, support account sourcing initiatives, manage third party contractual spend.
- Complies with client specific and JLL accounting/contracting practices, policies and procedures.
Leadership/Team Management
- Lead, manage, develop and supervise a professional, friendly, creative, energetic, and detail-oriented team of management level staff in the delivery of service excellence.
- Provide excellent onboarding, training, and team building.
- Actively support an environment of teamwork, co-operation, performance excellence and personal success
- Participate in performance management and personal development planning for members of the team. Prepares succession and growth plans.
- Act as an ambassador for JLL, adopting and maintaining the firm’s core values of Teamwork, Ethics and Excellence
Qualifications
- BA/BS degree or equivalent work experience in facilities management with management/technical emphasis. MBA a plus.
- 10+ years of facilities experience in corporate, third party service provider or consulting.
- Strong Retail Banking and/or Tech experience, capable of managing high-touch, high-end brand product and specialty spaces
- Superior client and customer relationship management skills.
- Strategic thinker with strong implementation and change management understanding.
- Understanding of commercial leases, contract documents and routine accounting methods.
- Familiarity with and understanding of building systems.
- Ability to multitask and work without direct supervision.
- Proficient in MS Office and CMMS system.
- Strong organizational skills and collaborative management style needed. Position will oversee 15 SFMs/FMs and 35+ dedicated MES technicians.
- Superior financial skills and budgeting/forecasting experience is a requirement.
- Excellent communication, interpersonal, presentation and supervisory skills.
- Forward-thinking, transformative mindset that can drive innovation and thought leadership
- Travel Required, 20-30%
Estimated total compensation ran for this position is:118,764.00 – 148,456.00 USD per year
The pay range listed is a total compensation range including bonus, if applicable. The provided range is an estimate and not guaranteed. An employment offer is based on applicant’s education, experience, skills, abilities, geographic location, internal equity and alignment with market data.
Location:Remote –Atlanta, GA, Austin, TX, Charlotte, NC, Chicago, IL, Dallas, TX, Denver, CO, Detroit, MI, Durham, NC, Madison, WI, Milwaukee, WI, Minneapolis, MN, Nashville, TN, Phoenix, AZ, Raleigh, NC, San Diego, CA, Tucson, AZ
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!
Personalized benefits that support personal well-being and growth:
JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health. Some of these benefits may include:
- 401(k) plan with matching company contributions
- Comprehensive Medical, Dental & Vision Care
- Paid parental leave at 100% of salary
- Paid Time Off and Company Holidays
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