[Hiring] Global Head of Customer Experience, Property Management @JLL

Role Description

The Global Head of Customer Experience, Property Management, leads JLL's property management client experience worldwide, setting the standard for client experience across every region JLL serves. This leader owns the outcome that matters most to occupiers and owners alike: buildings that run flawlessly, teams that are responsive, and a service model that feels consistent whether the asset is in Chicago, London, or Singapore.

The position carries global accountability for property management strategy, service delivery standards, client retention and growth, P&L performance, and the regional leadership teams who execute against those standards. The Global Head of Hospitality partners with PMs CEO, Regional Leads, and Client Relationship leads platforms to ensure property management strengthens the wider client relationship rather than operating in isolation. The ideal candidate has run large, multi-region property management or facilities operations on a scale, has a track record of improving client retention and satisfaction, and knows how to translate a global standard into local execution without losing what makes each market different.

Property management is where JLL's promise to clients is proven or lost, building by building, every single day.

What your day-to-day will look like:

• Global Strategy & Leadership
  • Set the global strategy and operating model for JLL's property management business, aligned to the firm's client-first positioning.
  • Define a consistent client experience standard with flexibility for regional and asset-class nuance.
  • Serve as the accountable executive for property management performance, growth, and client outcomes worldwide.
  • Partner with PMs CEO and Regional Heads of Property Management to translate global standards into local execution.
  • Represent property management in firmwide strategy, client pursuits, and cross-platform planning with Capital Markets, Work Dynamics, and Project & Development Services.
  • Set clear global KPIs and dashboards; monitor, audit, and course-correct performance by region and account.
• Client Experience & Service Delivery
  • Own client satisfaction and retention outcomes across the global property management portfolio.
  • Ensure a consistent, high-quality service standard for owners and occupiers, responsiveness, transparency, and follow-through, in every region.
  • Establish escalation protocols so client issues are resolved quickly and visibly, with clear accountability at each level.
  • Build direct relationships with key global and regional clients, acting as an executive sponsor on the firm's largest accounts.
  • Use client feedback, satisfaction data, and account reviews to continuously refine the service model.
  • Design and implement operational tools, SOPs, and guidelines to ensure consistency and compliance.
  • Drive one global standard with property management delivery while empowering regional leaders to adapt for local market, regulatory, and cultural conditions.
  • Build strong relationships with clients to drive loyalty and repeat business.
• Technology & Innovation
  • Drive adoption of property management technology platforms to improve responsiveness, transparency, and data quality for clients.
  • Champion data-driven decision-making, utilization, work order, and satisfaction data, across regional teams.
  • Identify opportunities to differentiate JLL's property management offering through technology, sustainability, and service innovation.
• Leadership & Team Dynamics
  • Build and lead a high-performing global leadership team across all regions.
  • Establish consistent hiring, training, and performance management standards for property management staff worldwide.
  • Develop a strong bench of regional leaders and succession plans for key roles.
  • Foster a culture of accountability, client focus, and continuous improvement across the property management organization.
  • Maintain rigorous global standards for health, safety, and regulatory compliance across all managed properties.
  • Establish protocols for crisis management, business continuity, and incident response.
  • Ensure operational resilience and consistent risk management practices across all regions.

Qualifications

• 15+ years in senior property management, facilities management, or real estate operations leadership, including significant multi-region or global scope.
• Proven track record of improving client satisfaction and retention at scale.
• Experience running large, distributed operating teams across multiple countries and regulatory environments.
• P&L ownership at a regional or global level within a real estate services, REIT, or asset management.
• Exceptional client relationship and executive presence; comfortable with owners, occupiers, and C-suite stakeholders.
• Ability to translate a global standard into local execution without losing what makes each market different.
• Strong financial and commercial acumen; balances growth and cost discipline against service quality.
• Ability to lead through ambiguity and drive change across a large, distributed organization.
• Data-driven approach to performance management and continuous improvement.
• Track record of building and developing regional leadership talent.
• Strong organizational and program management skills.
• Thrives in a fast-paced, client-facing environment.
• Deep knowledge of property and facilities management operations, systems, and vendor ecosystems.
• Client-first mindset with the judgment to balance client expectations against operational and financial reality.
• Global mindset with local market and regulatory fluency.
• Detail orientation with uncompromising service standards.
• Ability to translate operational excellence into client retention and account growth.

Success Metrics

• Client satisfaction and retention across the global property management portfolio.
• Consistency and quality of service delivery across regions.
• Revenue growth, margin, and overall P&L performance.
• Regional leadership bench strength and succession readiness.
• Speed and effectiveness of issue resolution and escalation management.

Benefits

• 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.
• Early access to earned wages through Daily Pay.

Location

Remote – Chicago, IL, Dallas, TX, New York, NY, San Francisco, CA.