Account Lead

What this job involves:

As an Account Lead, you will serve as the strategic and operational lead for a key JLL client account, ensuring seamless delivery across the full spectrum of workplace and facilities services. This role combines high-level client relationship management with hands-on operational oversight, requiring a leader who can align business objectives with exceptional workplace and employee experiences. You will oversee integrated facilities management operations including workplace experience services, transport management, events support, food and beverage operations, soft services, and coordination with technical services teams to deliver a safe, efficient, and engaging environment. Acting as the primary liaison between JLL and the client, you will build trusted partnerships, drive operational excellence, and identify opportunities to enhance service delivery, employee engagement, and portfolio performance. At JLL, we are collectively shaping a brighter way — for our clients, ourselves and our fellow employees — and this role will play a critical part in delivering innovative, people-focused solutions that elevate the workplace experience. What sets JLL apart is our culture of collaboration, locally and across the globe, and you will work across multiple teams and partners to create integrated solutions that deliver measurable impact while fostering environments where people and businesses can thrive.

What your day-to-day will look like:

• Develop and execute strategic account plans that align operational performance with the client's business objectives, workplace strategy, and long-term portfolio goals.
• Serve as the primary point of contact for the client, building strong stakeholder relationships through proactive communication, governance meetings, and trusted advisory support.
• Lead integrated workplace experience programs that enhance employee engagement, hospitality, wellbeing, and overall workplace satisfaction.
• Oversee day-to-day integrated facilities management operations including cleaning, landscaping, pest control, transport management, mailroom services, events support, reception services, and food and beverage operations.
• Partner with technical and engineering teams to oversee HVAC, electrical, plumbing, life safety systems, and general maintenance activities to ensure optimal facility performance.
• Drive workplace experience initiatives that create welcoming, efficient, and service-oriented environments for employees, visitors, and leadership teams.
• Manage vendor selection, onboarding, performance, and compliance to ensure all service providers consistently meet operational, safety, and customer experience standards.
• Develop and manage account budgets, financial forecasts, and reporting processes while identifying opportunities for cost optimization and operational efficiencies.
• Lead, coach, and develop high-performing teams while fostering an inclusive culture where everyone is empowered to thrive.
  
  

Required qualifications:

• Bachelor's degree in facilities management, engineering, hospitality, business administration, or a related field, or equivalent industry experience.
• 8–10 years of progressive experience in facilities management, workplace experience, hospitality, corporate real estate, or integrated workplace services, including leadership responsibilities.
• Proven experience managing integrated facilities management and workplace experience operations within corporate or multinational environments.
• Strong operational knowledge across workplace experience services, soft services, transport management, events coordination, reception operations, and food and beverage services.
• Demonstrated ability to manage senior stakeholder relationships and deliver service excellence within KPI- and SLA-driven environments.
• Strong financial and commercial acumen with experience managing budgets, forecasting, vendor contracts, and operational reporting.
• Excellent leadership, communication, and organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Working knowledge of health, safety, environmental, and compliance regulations applicable to facilities and workplace operations.
• Strong understanding of vendor governance models, sourcing strategies, and outsourced service delivery frameworks.
• Ability to identify and implement innovative ways of working that improve operational efficiency, workplace experience, and client satisfaction.