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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 assets
Drive exceptional client experience through a tripartite partnership with AVIVA Investors and Cushman & Wakefield
Lead matrix-managed specialist teams to deliver industry-leading property services
Champion technology and sustainability initiatives that transform asset performance
Achieve 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 roll
Develop and implement strategic initiatives to enhance client experience in alignment with AVIVA's Customer Charter
Oversee delivery of agreed revenue and margin targets
Act as the main point of contact and ambassador for AVIVA Investors, aligning their interests with JLL's
Collaborate effectively within a tripartite management arrangement with AVIVA Investors and Cushman & Wakefield, requiring diplomacy, clear communication, and adherence to the Partnership Charter
Leadership & Matrix Management of Wider Teams
Lead specialised teams across operations, project management, surveying, facilities management, design for management, customer experience, finance, and ESG
Facilitate effective communication and collaboration between matrix-managed teams
Foster 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 effective
Work with the People Experience team to explore talent development, apprenticeships, and graduate programs
Provide outstanding leadership to maintain high service standards encompassing technical innovation, sustainability, and customer focus
Engage 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 delivery
Implement innovative concepts to increase client satisfaction and engagement
Stay informed on emerging real estate trends and apply knowledge to client strategies
Work with technology teams to develop and implement digital solutions for clients

Financial Performance

Manage overall P&L responsibility for the AVIVA Investors account
Work closely with Finance and Commercial teams to maximise profitability
Identify and capitalise on asset management and value-add opportunities
Deliver against agreed growth revenue targets
Develop effective and accurate asset plans, budgets, and financial reports

Operational Excellence

Ensure operational performance meets and exceeds AVIVA's expectations
Oversee implementation of ESG/sustainability initiatives
Conduct regular property inspections and manage stakeholder expectations
Address KPI performance issues and influence wider parts of PM to realign service delivery
Provide 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 market
Attend industry events to engage with key clients and represent JLL PM UK
Support the delivery of UK PM strategy as a member of the PM Board
Actively 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 excellence
P&L Accountability: Established record of financial stewardship in senior leadership positions, consistently delivering strong commercial outcomes and operational efficiency
Technical Knowledge: Comprehensive understanding of complex commercial property management principles, asset optimization strategies, and sophisticated landlord-tenant relationship management
Business Development Acumen: Proven ability to identify and secure new revenue streams, with quantifiable success expanding client relationships and service offerings

Prime 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 skills
Proven ability to manage an independent profit centre
Experience in developing strategic plans for properties
Track record in identifying opportunities to add value to assets

Customer Orientation

Experience in implementing customer experience strategies for significant buildings or estates
Exceptional communication skills to engage with stakeholders at all levels
Track record of ensuring first-class customer experience
Ability to manage challenging customer needs with various occupiers

Leadership & People Management

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

Professional Integrity

Detail-oriented, systematic, and diligent approach to business and reporting
Strong adherence to moral and ethical principles
Approachable, empathetic, diplomatic, and a good listener

Additional Requirements

MRICS qualification preferred
Excellent communication, presentation, and influencing skills
Proficiency in data analysis and digital applications

Location & Travel Requirements

London-based role with hybrid working model
Ability 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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