Overview

Client Relationship Management

Responsibilities

• Serve as the primary point of contact and trusted advisor for assigned corporate client in the EMEA region
• Develop and maintain strong, trust-based relationships with senior executives within client organization
• Conduct regular strategic reviews with clients to ensure alignment with their evolving business objectives
• Proactively identify and address client concerns, ensuring high levels of satisfaction and retention
• Organize and lead quarterly business reviews, presenting performance metrics and strategic recommendations
• Service Delivery Oversight — Manage the end-to-end delivery of corporate real estate services across multiple countries in EMEA
• Coordinate and manage the agreed scope through the JLL team and vendor relationships
• Develop and implement standardised processes to ensure consistent, high-quality service delivery across all locations and service lines
• Monitor key performance indicators (KPIs) and service level agreements (SLAs) to maintain service excellence
• Lead root cause analysis and implement corrective actions for any service delivery issues
• Financial Management — Assume full P&L responsibility for assigned account and responsibility for contract commercial terms and savings initiatives
• Develop annual budgets and long-term financial forecasts for each account
• Implement strategies to improve profitability, including cost optimisation and revenue enhancement initiatives, looking for areas of growth
• Monitor financial performance against budgets and provide regular reports to senior management and client
• Identify and manage financial risks, ensuring appropriate mitigation strategies are in place
• Account Growth and Business Development — Set and achieve ambitious growth targets for assigned accounts
• Identify and pursue opportunities to expand services within existing accounts, including cross-selling and upselling
• Develop strategies to grow accounts across other business lines (e.g., Project Management, Facilities Management, Transactions) and geographies
• Collaborate with internal teams to create tailored, innovative solutions that address complex client needs
• Participate in RFP responses and new business pitches to secure account expansions
• Team Leadership — Lead and mentor the regional facilities team, across various disciplines
• Foster a culture of excellence, innovation, and continuous improvement within the team
• Conduct regular performance reviews and develop career progression plans for team members
• Ensure team members have the necessary resources, training, and support to meet client expectations
• Collaborate with HR to recruit and retain top talent for the account team
• Vendor Management — Manage the selection, onboarding, and performance of third-party vendors across the EMEA region. Work with Sourcing & Procurement team to drive vendor partnership and performance
• Negotiate and manage vendor contracts to ensure optimal service delivery and cost-effectiveness
• Implement a vendor scorecard system to regularly evaluate performance and drive continuous improvement
• Foster strong relationships with key vendors to drive innovation and service improvements
• Ensure vendors comply with all relevant regulations and company policies
• Risk Management and Compliance — Ensure compliance with all relevant local and international regulations, including Quality (GxP), GDPR, health and safety laws, and anti-corruption legislation
• Implement comprehensive risk management strategies to protect client interests and company reputation
• Collaborate with legal and compliance teams to address any potential issues proactively
• Reporting and Analytics — Develop and maintain comprehensive dashboards to track account performance across key metrics according to contractual requirements
• Utilize data analytics to identify trends, opportunities, and areas for improvement within accounts
• Prepare and present monthly, quarterly, and annual reports to both internal stakeholders and clients
• Leverage business intelligence tools to provide data-driven insights and recommendations

Qualifications

• We are seeking an experienced and dynamic EMEA Account Director with strong experience in complex client relationship management, Facilities Management service delivery, and vendor coordination
• Significant experience in corporate real estate services or related industry
• Proven track record in managing large, complex client accounts across multiple countries in the EMEA region with contract and strong commercial acumen
• Strong understanding of the EMEA real estate market, including local regulations, market trends, and cultural nuances
• Excellent leadership, communication, and negotiation skills, with the ability to influence at all levels of an organisation
• Demonstrated ability to drive business growth and manage P&L for accounts of £10M+ annual revenue
• Fluency in English; European languages are a strong advantage
• Proficiency in financial modeling, data analysis, and presentation software (e.g., Excel, PowerBI, Tableau)

Location and Travel

This position will be based between client sites and JLL local office with frequent travel within the EMEA region required. Candidates must have the right to work in the UK.

Compensation and Career

Competitive salary and benefits package, including performance-based bonuses and equity options. Opportunities for career advancement within a global organization.