Global Experience Ambassador Lead
JLL
London, GB
1d ago

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Role Sumamry

This role offers a unique opportunity to achieve global cultural change through the Experience ambassadors delivering Service, Experience and Community.

The role will continually demonstrate added value whilst empowering and leading our Experience Ambassador through the Global Experience Ambassador program.

The Global Experience Ambassador lead will be responsible for working with the global Customer Experience strategy, Regional Clients and corporate SME’s to deliver a robust and quality end to end experience .

This opportunity is suited for a hospitality focused individual looking to progress their career from a global platform in a fast-paced environment.

  • Support, guide and deliver the core Customer experience framework of Service, Experience and Community
  • Understand the FOW focus and objectives
  • Appreciate and value the importance of consistence service approach whilst celebrating local nuances.
  • Be forward thinking and constantly curious to be even better
  • What this job involves :

  • Develop and drive initiatives in line with the ethos of the global Customer Experience strategy through Service, Experience and Community
  • Drive success, engagement, and continuation of cultural change throughout the Experience Ambassador role.
  • Be the Client face and accountable for the Experience Ambassador role and delivery.
  • Encourage proactive communication to utilise data in a meaningful way.
  • Lead, guide and support all areas of Community across the business.
  • Support and guide Regional Experience Ambassadors whilst aligning with global Customer Experience strategy.
  • Lead monthly Experience Ambassador Meetings to ensure globally all regional Experience Ambassadors are aligned.
  • Build stories relating to success supported by data.
  • Accountable for the Global and Regional Experience Ambassadors, playbook, training, audit and measures.
  • Lead and support recruitment, onboarding and introduction of all Experience Ambassadors.
  • Driving the global Experience ambassador community.
  • Drive the Customer Experience mentality within the business
  • Create exceptional and memorable experiences
  • Utilising tech innovation to create a more effective and seamless experience.
  • Competitor aware and abreast of service trends in the hospitality industry.
  • Personal specifications :

  • Strong interpersonal skills, ability to communicate and influence a diverse audience
  • Has experience in delivering learning and development programs, such as induction, soft skills training (e.g. customer service, communication skills, leadership)
  • Experienced and passionate in hosting and facilitating workshops and trainings
  • Has a good understanding of global diversity and is happy and willing to travel.
  • Demonstrates the ability to deal with ambiguity, complaint and solve complex problems effectively.
  • Interest in continuous improvement and development of new technologies.
  • Excellent organisational and communication skills are required.
  • Demonstrates integrity, dependability, responsibility, accountability, self-awareness, work ethic, and empathy
  • Languages : Must be fluent in English
  • Excellent PC skills, proficient in Microsoft Word and Excel.
  • Min. 2 years of experience in hospitality or related field
  • Degree in hospitality is preferred
  • Direct Reporting line : Global Experience Manager
  • Job Title : Global Experience Ambassador lead
  • 5 Days : 9am to 6pm) flexible hours required due to global time differences. Global travel is required.

    What you can expect from us

    We succeed together and believe the best inspire the best, so we invest in supporting each other, learning together and celebrating our success.

    Our Total Rewards program reflects our commitment to helping you achieve your career ambitions, recognizing your contributions, investing in your well-being and providing competitive benefits and pay.

    We can’t wait to see where your ambitions take you at JLL.

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