Destination Administrator - London, GBR

JLL supports the Whole You, personally and professionally.

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work.  Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.

Location

Kingston Upon Thames

Team Structure

Reporting to the destination manager, the destination administrator will be responsible for the delivery of KPI within the destination team, allocated by the Destination manager, and to facilitate the delivery through the service teams and their respective managers. Working alongside all key staff in matters relating to appointed service delivery in respect of all associated activities.

Role Objective

• Support the destination team with the delivery of the destination strategy including financial management, Customer service contract costs analysis and performance delivery of SLA’s and material KPI’s within allocated contracts, budgets, and projects
• Support the destination team to create / develop and inspire the asset service providers / contractors / stakeholder customer engagement deliverables, aligned to the asset destination strategy
• Support the destination team with the delivery of Health and Safety, compliance management and maintaining governance in line with the UK legislation and regulation guidelines, to a level of understanding that supports the operation of the asset and wider retail portfolio
• Support the collection & knowledge gathering of all data and information regarding centre retailer performance (LFL, total sales, ATV, sales densities, sustainability ratio’s, store ranges, conversation rates, merchandising frequencies, turnover top up stores)
• Desktop research of national retailer performance
• Support the wider team with ESG (Environmental Social Governance) strategies to ensure projects meet allocated time frames and within budget constraints aligned with JLL and client program of development
• Work closely and develop key relationships with colleagues, clients, and stakeholders to optimise all deliverables across multiple site-based disciplines
• Support the destination team with creative and inspirational design ideas to meet the needs of the destination strategy

Key Responsibilities & Deliverables

• Support all destination experiences within the Centre. Including visitor, contractor, and service provider KPI deliverables
• Establish a productive relationship with retailers, area managers and head offices to provide them with a regular informative review of trading performance
• Ensure that appointed service SLAs are met and that KPI scores are recorded
• Liaise with the Destination Manager, reporting back on Customer Experience service provider performance
• Prepare and deliver operational reports as required
• Collaborate with the centre marketing team and retailers to develop consumer facing marketing responses to trading performance
• Encourage retailer participation in centre initiatives through the marketing team and assist the marketing team to collect feedback after events
• Support the development and maintenance of the asset welcome pack for new / existing retailers and induct new store manager before new store openings
• Support the management of the Commercialisation account with the external booking agents to ensure high standards of presentation and merchandising at all times
• Manage the centre remote storage requirements
• Handling customer complaints or any major incidents, such as a security issue or a customer being taken ill, going above and beyond to convert into a positive experience. Decipher a proactive approach to pre-empting complaints and addressing these before they happen
• Analysing statistics or other data to determine the level of customer service the Bentall Centre is providing
• Improving customer service procedures, policies, and standards for the entire team
• Schedule meetings
• Learning about JLL, Bentall Centre Experience and keeping up to date with changes and trends
• Keeping ahead of developments in Customer Experience by reading relevant journals, going to meetings, and attending courses
• Any other duties reasonably requested by the management team
• Form part of the duty management Rota

Required Qualifications, Skills & Experience

• Good administrative and IT skills (Word, Excel PowerPoint) Essential
• Retail Management qualification (NVQ/City & Guilds/etc) Desired
• Must be confident with retail data analysis and trends
• A good communicator to a variety of audiences, both verbal and written
• Autonomous approach to workload and self-motivating
• Strong organisational skills – an ability to work without close supervision and prioritise
• The confidence to establish a dialogue with anyone internal or external to the business
• Strong customer relations skills and an ability to integrate with a diverse and changing environment
• Ability to positively interact with key stake holders
• Able to work on own initiative, to listen and willingness to learn
• Ability to demonstrate utmost discretion when dealing with all sensitive and confidential information
• Team player – maintain close working relationships with all other employees of the business to assist in the facilitation of projects
• Results and achievement orientated to high standards

Location:

On-site –London, GBR, Surrey, 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! If you require any changes to the application process, please email EMEATA@jll.com or call +44 (0)20 7399 5010 to contact one of our team members to discuss how to best support you throughout the process. Please note, the contact details provided are to discuss or request for adjustments to be made to the hiring process.   Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.

About JLL –

For over 200 years, JLL (NYSE: JLL), a leading global commercial real estate and investment management company, has helped clients buy, build, occupy, manage and invest in a variety of commercial, industrial, hotel, residential and retail properties. A Fortune 500® company with annual revenue of $20.9 billion and operations in over 80 countries around the world, our more than 103,000 employees bring the power of a global platform combined with local expertise. Driven by our purpose to shape the future of real estate for a better world, we help our clients, people and communities SEE A BRIGHTER WAY. JLL is the brand name, and a registered trademark, of Jones Lang LaSalle Incorporated. For further information, visit jll.com.

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