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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.   

Overview

Lead the prestigious portfolio for AVIVA Investors within JLL Property Management, overseeing 200+ high-value assets totalling 21 million sq.ft. across retail, offices, industrial and new developments.  This Director level role places you at the intersection of client strategy and operational excellence, empowering you to shape next-generation property management practices. As Client Relationship Director you'll deliver exceptional value while embodying AVIVA's Customer Charter principles of care, commitment, community and confidence, setting new standards for institutional portfolio management in today's evolving property marketplace.

Your Impact

Direct strategic management of AVIVA's £331 million annual rent roll portfolio including prime Central London offices and diverse commercial assetsDrive exceptional client experience through a tripartite partnership with AVIVA Investors and Cushman & WakefieldLead matrix-managed specialist teams to deliver industry-leading property servicesChampion technology and sustainability initiatives that transform asset performanceAchieve ambitious revenue and profitability targets through strategic growth

Reports to - Head of Clients, JLL Property Management

Key Responsibilities

Client Management & Growth

Serve as the lead representative for AVIVA Investors, managing a diverse portfolio including Central London offices, retail/industrial properties, and alternative assets with a £331 million annual rent rollDevelop and implement strategic initiatives to enhance client experience in alignment with AVIVA's Customer CharterOversee delivery of agreed revenue and margin targetsAct as the main point of contact and ambassador for AVIVA Investors, aligning their interests with JLL'sCollaborate effectively within a tripartite management arrangement with AVIVA Investors and Cushman & Wakefield, requiring diplomacy, clear communication, and adherence to the Partnership CharterLeadership & Matrix Management of Wider Teams Lead specialised teams across operations, project management, surveying, facilities management, design for management, customer experience, finance, and ESGFacilitate effective communication and collaboration between matrix-managed teamsFoster a culture of client-centricity and occupier-focused service delivery that embodies AVIVA's core behaviors: being ambassadors, being bold, working better together, meeting promises, and being effectiveWork with the People Experience team to explore talent development, apprenticeships, and graduate programsProvide outstanding leadership to maintain high service standards encompassing technical innovation, sustainability, and customer focusEngage with wider parts of JLL UK and global JLL to act as a senior interface for UK Property Management – leveraging expertise from different departments to drive performance improvement and innovation

Innovation & Technology

Champion data-driven insights and technology to improve service deliveryImplement innovative concepts to increase client satisfaction and engagementStay informed on emerging real estate trends and apply knowledge to client strategiesWork with technology teams to develop and implement digital solutions for clients

Financial Performance

Manage overall P&L responsibility for the AVIVA Investors accountWork closely with Finance and Commercial teams to maximise profitabilityIdentify and capitalise on asset management and value-add opportunitiesDeliver against agreed growth revenue targetsDevelop effective and accurate asset plans, budgets, and financial reports

Operational Excellence

Ensure operational performance meets and exceeds AVIVA's expectationsOversee implementation of ESG/sustainability initiativesConduct regular property inspections and manage stakeholder expectationsAddress KPI performance issues and influence wider parts of PM to realign service deliveryProvide expertise and oversight on development projects such as One Liverpool Street, Pegasus Mayfair, and 130 Fenchurch Street

Market Representation

Act as a visible leader for PM in the wider JLL business and external marketAttend industry events to engage with key clients and represent JLL PM UKSupport the delivery of UK PM strategy as a member of the PM BoardActively engage with the OneJLL UK client program

Qualifications & Experience

Strategic Portfolio Leadership: Minimum 10+ years of progressive experience managing institutional-grade real estate portfolios, with demonstrable achievements in value creation and service excellenceP&L Accountability: Established record of financial stewardship in senior leadership positions, consistently delivering strong commercial outcomes and operational efficiencyTechnical Knowledge: Comprehensive understanding of complex commercial property management principles, asset optimization strategies, and sophisticated landlord-tenant relationship managementBusiness Development Acumen: Proven ability to identify and secure new revenue streams, with quantifiable success expanding client relationships and service offeringsPrime London Portfolio Management: Significant experience overseeing premium Central London commercial assets, with deep understanding of the unique requirements and opportunities within this sophisticated market

Commercial/Financial Acumen

High level of financial aptitude and analytical skillsProven ability to manage an independent profit centreExperience in developing strategic plans for propertiesTrack record in identifying opportunities to add value to assets

Customer Orientation

Experience in implementing customer experience strategies for significant buildings or estatesExceptional communication skills to engage with stakeholders at all levelsTrack record of ensuring first-class customer experienceAbility to manage challenging customer needs with various occupiers

Leadership & People Management

Proven ability to lead inspire multi-disciplinary teamsExperience in recruitment, motivation, performance management, and team developmentStrong personality and professional presence to serve as an ambassador for the portfolio

Professional Integrity

Detail-oriented, systematic, and diligent approach to business and reportingStrong adherence to moral and ethical principlesApproachable, empathetic, diplomatic, and a good listener

Additional Requirements

MRICS qualification preferredExcellent communication, presentation, and influencing skillsProficiency in data analysis and digital applications

Location & Travel Requirements

London-based role with hybrid working modelAbility to travel across the UK to complete site and team visits as required

Global Integration

JLL PM UK is now aligned with our global organizational structure, Real Estate Management Services (REMS), providing enhanced access to international best practices, a worldwide network of expertise, and expanded career development opportunities. This strategic integration enables our UK team to leverage global resources while delivering consistent, high-quality service that benefits both our clients and professionals.

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! If you require any changes to the application process, please email EMEATA@jll.com or call +44 (0)20 7493 4933 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.

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