Department / Client Account
IFM EMEA Account Based Flagship Retail Store
Job Summary / Goals
The Facilities Manager (FM) is responsible for managing a high-profile flagship store in Central London. They are required to manage all aspects of facilities services as detailed below and in the contract, they will report to the Operations Manager.
They will be the person responsible for the service delivery at the specified location(s), which will be measured by contractual Key Performance Indicators and Service Level Agreements.
The FM will provide operational leadership and ensure the account objectives are met.
The working days for this role will vary and may include weekends depending on need or planned works, the FM will need to be flexible around these requirements and act as the pivotal point of contact for Store Management.
They are responsible for representing Jones Lang LaSalle in the local and regional business and real estate community in order to promote Jones Lang LaSalle’s reputation and capabilities to prospective tenants and clients.
Essential Duties and Responsibilities
Budgeting / Reporting
Seek cost savings opportunities and efficiencies in line with values and service levels
Monthly review of accrual and variance reports as required by the Finance Team
Submit and track insurance, vendor, and landlord reimbursements
Supplier invoice approval
Generate access agreement requests from landlords.
Accurate and timely submittal of expense reports (monthly), and adherence to travel and expense policies.
Timely management of invoice exceptions (errors)
Obtain financial approval of work orders based on the account approval requirements
Align and consolidate reporting and review meetings with other regions.
Ensure that a programme of regular management reports are completed accurately and comprehensively to track operational and financial performance.
Compliance & Work Order Management
Oversee retail Flagship location
Develop an asset management programme in line with warranty expirations
Develop, maintain and ensure safe execution of all planned maintenance activities to best practice or local legislative standards.
Work order management and small project management for assigned portfolio including a daily review of work orders (aging, SLA extensions, vendor action required, etc.)
Timely updating of work order system with accurate notes and statuses through completion of the tickets. Status management of tickets for individual property portfolio as well as the team portfolio
Adhere to SLA extension requests to align with KPI expectations and MSA
Adherence to comply with all contractual KPIs
Adhere to all processes
Contribution to innovation programs, including development of at least 2 best practices a year
Take ownership of the facility from the Project Team with responsibility for ensuring all snagging, additional works etc are identified and completed.
Oversee events and executive visits at assigned properties
Coordination of holiday plans / schedules within the stores.
Develop capital and retrofit recommendations for individual portfolio
Contribution to development and management of on-account processes
HVAC Asset management : determine the correct equipment is tracked and managed working with the account Programs manager to update changes
Manage any assigned pilot programs, reviewing bid renewals, and managing specific programs (fixtures, flooring, lighting, painting, etc)
Create a vendor database showing responsibility for all newly installed assets together with warranty and guarantee information.
Proactively manage all FM vendors and suppliers to a high service delivery and safety level.
Management of open tickets which have not been billed by the supplier, escalation as required for deficiencies based on account guidelines
Maintain a Single Point of Contact (SPOC) relationship with required vendor as assigned by AD or Supply Chain Team, performance management of vendors for work order tickets, dispute resolution, review of quotes for accuracy and completeness, management of preventative maintenance and recurring service tickets for on-time completion
Manage the supplier review process
Work with procurement to procure appropriate vendors as necessary
Identify supply chain savings and efficiencies, especially for years 2 and 3 as warranty constraints fall away
Maintain white glove’ retail environment
Establish contact and call-out details for fast rectification of any latent defects.
Be the central point of contact for all Store Stakeholders from the Store Manager to other internal client departments i.e. Security.
Liaise with Landlord and Landlord’s agents to ensure Lease obligations (tenant and landlord) are met
Inspect facilities and equipment to determine extent of service and equipment required. Recommend, justify, develop and coordinate with the Client team, projects that enhance the value of the building
Stock Management at the facilities
Consistent to client brand values and focus - Utilise the client’s preferred practices to ensure their brand identify is maintained
Escalate client dissatisfaction or performance
Report and manage deliverables timely and accurately
Excellent written and verbal client facing communication
Collaborative and positive relationships with clients and peers
Contribute to account communications as required
Excellent people skills and ability to interact with a wide range of client staff and demands
Knowledge of Occupational Safety requirements
Strong PC literacy and proven ability to manage daily activities using various systems
Demonstrated experience with continuous improvement initiatives (highly desirable)
Knowledge of vendor management for specialized services
Knowledge of critical facilities and a understanding of basic technical aspects of property (Computer Room Air-conditioning, Chiller system, Fire Protection system, Mechanical & Electrical system, BMS system)
Collaborate with JLL on site Teams and Management in other regions to create a One Team approach to share innovation and new ideas consistently across the Stores.
Knowledge and experience in managing retail stores
Proven capacity to understand and interpret commercial contracts
Budget management and financial analysis skills
Strong communicator Good presentation skills and possesses strong verbal & written communication skills also an active listener
Passion for quality has an eye for detail to make sure the best delivery of services
Self-motivated; confident & energetic - excellent time keeper
Able to work independently and use own initiative
Ability to effectively deal with stressful situations and remain calm under pressure
Flexible able to adapt to rapidly changing situations and able to address and respond to urgent issues which may take place out of business operating hours
Strongly goal-oriented able to focus on meeting all performance targets
Is a team player able to cooperate and work well with others to meet targets
Proven ability to initiate and follow through with improvement initiatives
Able to work across regions to ensure a globally consistent high level of service
Exhibits honesty & trustworthiness, open to new ideas & willing to challenge status quo
Experience & Qualifications
Tertiary qualification in facilities management, building, business or other related field & / or 3-5 years’ experience in facilities, property management, hospitality or related field
Experience working in the Retail sector
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