Occupier and Customer Manager

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.

Role Purpose
The Occupier & Customer Manager will develop occupier and customer centric strategic relationships, designed to create connections between occupiers, customers and the local community whilst elevating the experience within the Destination.

The Occupier & Customer Manager will also ensure sales collections, trading data and key data is maintained and obtained.

Key Stakeholders

1. Occupiers
2. Customers
3. Hammerson (Client)
4. Destination Team
5. JLL
6. Local community (charities, schools, local authority, organisations, and non-retail competitive businesses)
7. Marketing team
8. JLL service partners

Core Responsibilities

1. Building proactive and effective two-way relationships with the retailers at the Destination.
2. Own occupier communications, working with all departments and clients to ensure effective communication.
3. Meeting with a range of representatives from each retailer within the scheme to gain a confident understanding of their business performance objectives, aspirations and needs and identify opportunities to help retailers achieve these.
4. Collection of turnover information from tenants.
5. Produce reports accurately and on time, key focus on tenant engagement and financials.
6. Manage and oversee the delivery of the on-site community programmes, including activation support, local stakeholder liaison and track performance in line with Social Value (ESG) targets.
7. Oversee retailer customer feedback programmes as appropriate and use the feedback to inform strategy.
8. Provide reporting on customer and community feedback that can be used to evolve the customer service offer within the Destination.
9. Building proactive and effective two-way relationships with stakeholders within Destination, including local retailers, leisure operators, public services, local authorities, schools/colleges/universities, charities, etc.
10. Work closely with the Finance & Data Manager and General Manager to analyse footfall data.

Required Skills

1. A strong communicator with interpersonal skills.
2. Strong verbal and written communication skills.
3. Cold-outreach experience a plus.
4. Exceptional organisational and multitasking skills.
5. Demonstrate integrity, dependability, responsibility, accountability, self-awareness, work ethic and empathy.
6. A real specialist in retail, having a passion and understanding of retail (Experience of managing relationships with retailers a benefit).
7. Understanding of well-being programmes.
8. Experience of small to medium scale event management.
9. A passion for customer experience.
10. Project management and business operations experience.
11. Innovative thinking – be different and bold in approach.
12. Able to embrace efficiencies – having an acute appreciation and desire for efficiency.
13. 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!