Account Director, Retail Operations

JLL empowers you to shape a brighter way
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Our people at JLL 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.

The Retail Account Director is accountable for developing and implementing a strategic account plan which delights our clients and ensures a healthy long‑term relationship. This highly visible executive‑level role anticipates client needs, delivers to outperform on key performance indicators and builds financial plans to exceed growth and profitability targets. The Retail Account Director creates and manages high performing teams, which stay engaged and thriving.

With an understanding of JLL's strategic initiatives, the Retail Account Director can translate emerging thought leadership, products and services into viable client and business opportunities.

• Delivering High Client Satisfaction:
  Aligns with client on key priorities and executes a strategic account plan that delivers against those priorities.
• Communicates well at an executive level, but also deeply knowledgeable in operational detail and able to engage tactically as required.
• Manages escalatory matters quickly and effectively.
• Ensures service delivery is high quality and exceeds client expectations.
• Anticipates needs, responds to client issues in an expedient and professional manner.
• Builds lasting relationships quickly.
• Building and Managing High Performing Teams:
  Hires, attracts and retains a team of top talent employees; improves team performance through regular coaching and feedback; provides recognition.
• Understands client's key business drivers; focuses the team to ensure those priorities are aligned with our deliverables.
• Embodies the firm's values and core behaviors of collaboration, integrity, and excellence.
• Advances the firm's diversity and inclusion priorities by focusing on hiring, rotation and promotion.
• Identifies and grooms successor candidates to Account Director role.
• Achieving Financial Results:
  Develops the budget, manages to ensure plan is met or exceeded in growth and profitability.
• Retains all appropriate business lines and expands business beyond existing product lines or geographies.
• Develops compliance program to mitigate risk, ensures A/R is maintained within requirements.
• Drives the Sales Strategy & Contributes to the Growth of the Company:
  Proactively identifies areas to incorporate innovation into account operations.
• Proactively identifies opportunities for expansion and cross‑selling.
• Creates and delivers effective, executive‑level reporting.
• Proactively reaches out to other accounts to ensure leading practices are being delivered.
• Becomes internal reference for best‑in‑class service delivery.
• Recognizes opportunities for account growth, articulates the JLL value proposition and ensures best practice implementation across the delivery platform.

• An expert in the corporate real estate industry, with a track record of exceptional performance.
• 10‑15+ years of Real Estate industry experience.
• Deep Retail real estate experience across the entire real estate lifecycle.
• Leadership experience in Corporate RE Outsourcing or corporate Facilities Management.
• Advanced client relationship management skills and strong leadership presence.
• Bachelor's degree (BA/BS) from a four‑year college or university; MBA preferred.
• Global experience – has lived or worked in multiple regions, or succeeded in prior leadership roles with global responsibility.
• Strong financial acumen. Experience managing +$200M OpEx and +$200M Capital Spend.
• Experience managing large teams (100+) of talent in a client service environment.
• Proven experience managing a fast‑paced, digitally driven client stakeholder.
• Must be fast‑paced, agile and able to…