JLL supports the Whole You, personally and professionally.

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.

This role will manage our third-party meeting management global service delivery team for offsite and virtual meetings and events across various business units. We are seeking a customer obsessed Meetings and Events Offsite Service Delivery Manager to provide oversight of end-to-end meetings and event services, including venue sourcing, contract management, group air, website builds, financial reconciliation, event planning services, and more. We are looking for an individual to execute the global program standards by monitoring compliance to the standard operating procedures, consistently meeting service level agreements (SLAs), key performance indicators (KPIs) and exceeding customer satisfaction goals.

Key Responsibilities

• Manages the day-to- day workload and execution of services by the Offsite Service Delivery team for offsite meetings and events.
• Monitors workload by using gearing ratios and tiers for all services; ensuring the service and workload levels do not exceed those standards and if so recommends up/down scaling as needed.
• Acts as the first point of escalation for customer service issues/escalations, tracks, resolves and converts into solutions.
• Ensures the Offsite Service Delivery team understands of the culture, vision and customer expectations for seamless execution of services in support of the business goals.
• Implement and monitor quality control measures for accurate data and reporting.
• Drive and implement operational standards, training and highest level of customer services; fostering a customer obsessed environment.
• Continuously reviews procedures, and policies and recommends improvements and updates.
• Challenge the status-quo by looking for innovative solutions that help simplify the process.
• Monitors customer service levels in relation to offsite execution of services, staffing and (SLAs)/KPIs to ensure objectives are being met or exceeded
  • If expectations are below standards establishes resolution for continuous improvement and escalates to the Global Service Delivery Manager
• Manage change impact at all levels of the Offsite Service Delivery team in a positive and productive manner ensuring proactive engagement and reduced change fatigue.
• Fosters and maintains morale and a strong team environment by meeting regularly with Offsite Service Delivery team members to ensure they are engaged, connected and informed.
• Collaborates across the Global Travel and Events team as needed to leverage tools and resources for a better customer experience.
• Performs other related tasks as assigned

Basic Qualifications

• 5+ years of meetings and events management or hospitality experience
• 2+ years of meetings operations management experience
• Third-Party meeting management vendor/agency experience a plus
• Experience managing projects across cross functional teams, building sustainable processes and coordinating implementation
• Intermediate to advanced user-experience with common Meeting Management technology e.g. Cvent, Stova or equivalent

Preferred Qualifications

• Bachelor’s degree in Hospitality or related field or equivalent experience
• Experience working on or part of an offsite corporate meetings and events
• Experience communicating with technical and non-technical stakeholders
• Demonstrated track record of cultivating strong working relationships and driving collaboration multiple teams
• Strong written communication skills
• CMP (certified meeting professional) or other industry certification valued
• Strategic Meetings Management Program (SMMP) experience desirable either Third Party or buyer role
• Business Travel experience a plus

Estimated compensation for this position is:

The pay range listed is a total compensation range including bonus, if applicable. The provided range is an estimate and not guaranteed. An employment offer is based on applicant’s education, experience, skills, abilities, geographic location, internal equity and alignment with market data.

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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!

Personalized benefits that support personal well-being and growth:

JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health. Some of these benefits may include:

• 401(k) plan with matching company contributions

• Comprehensive Medical, Dental & Vision Care

• Paid parental leave at 100% of salary

• Paid Time Off and Company Holidays

• Flexible and Remote Work Arrangements may be available

About JLL –

For over 200 years, JLL (NYSE: JLL), a leading global commercial real estate and investment management company, has helped clients buy, build, occupy, manage and invest in a variety of commercial, industrial, hotel, residential and retail properties. A Fortune 500 ® company with annual revenue of $20.9 billion and operations in over 80 countries around the world, our more than 103,000 employees bring the power of a global platform combined with local expertise. Driven by our purpose to shape the future of real estate for a better world, we help our clients, people and communities SEE A BRIGHTER WAY . JLL is the brand name, and a registered trademark, of Jones Lang LaSalle Incorporated. For further information, visit jll.com .

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