Account Director
 JLL | |
 United States, North Carolina, Charlotte | |
 Sep 24, 2024 | |
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Summary
The Account Executive is accountable for developing and implementing an account plan which will delight our clients and ensure a healthy long-term relationship. The Account Executive anticipates client needs and delivers to outperform on our contractual commitments and builds financial plans while striving to exceed revenue and profitability targets. The Account Executive creates and manages high performing teams which not only delivers operational excellence but keeps employees engaged and thriving, and in conjunction with the Work Dynamics leadership team, understands the firm's strategy and goals and can translate those into the business opportunities and success. Supervisory Responsibilities The Account Executive leads a team of talented individuals to deliver an integrated multi-disciplined service to the account across the portfolio consisting of office and retail banking facilities. The services provided consist of facilities management, engineering operations, workplace experience, project management, portfolio strategy, transaction management, occupancy planning, sourcing, finance, risk and compliance and property management. The candidate will be an innovative, forward thinking, creative individual with the highest ethical standards. The candidate must possess strong communication skills, be able to build effective relationships, drive success, be able to influence others to achieve results and provide overall leadership to the team. This role oversees more than 250+ team members, including additional oversight for matrixed platforms & technology, and budgets in excess of $200M+. The Account Executive must think big, engage with agility and speed, embrace change and be excited to create and deliver transformation of real estate services. Roles & Responsibilities Leadership Establishes the vision and strategy of a successful account and growth plan and ensures the client receives exceptional delivery Understands the key business drivers, focuses the team to ensure those priorities are aligned with our deliverables Ensures the account team is high performing and takes proactive action when required to refresh/enhance Hires, attracts, and retains a team of top talented employees and succession plans; improves team performance through coaching; provides recognition and champions inclusion Ensures connectivity and influence across cross functional teams and clients, serves to elevate client imperatives and goals and drives successful behaviors across the team Acts a coach to the team, demonstrates coaching rather than directive style. Actively manages the professional development of all direct reports Client/Stakeholder Management Serves as single point of contact for JLL's service delivery and escalation point Accountable for the service delivery to meet contractual obligations of JLL and balances client needs and requirements. Builds and manages relationships with key stakeholders in client organization and empowers teams to do the same. Co-creates and implements a collaborative plan which meets Client's and JLL's objectives for the account. Develops and maintains a detailed understanding of Client's business and key factors influencing their requirement for our services. Manages new scope effectively and understands how to expand business in partnership with client growth plans. Financial Management Responsible for full oversight and management of account P&L, including accountability to growth targets and rigorous fiscal reviews Lead the development of operational and capital budgets through a delegated team model, manage with a client-first mentality and responsible stewardship Understands how to create multi-layered operational budgets and cost savings proposals Understand and ensure responsible management of third party spend and vendor relationships Ensure all financial risks for client and JLL are rigorously anticipated and proactively managed Operations and Leadership Capabilities Responsible to drive results and create operational paths toward success Takes end to end ownership and accountability over all operations, programs and initiative, delegating and empowering effectively Communicates and acts with urgency while demonstrating a clear understanding for client priorities and experience Demonstrates dimensional resiliency and change management skills Solves complex problems with data-led strategies and business cases Simplify the complex for clients and team, identifies trends and patterns and creates proactive plans to mitigate risk Develops, implements, and manages all initiatives and programs for the account. Drives client specific initiatives such as savings targets, benchmarking, and best practices. Brings thought leadership and industry leading practices to the client and account team Drives consistency across the account in reporting, standard operating procedures, systems and practices Establishes consistency in the monthly reporting and governances, establishes new practices where needed Conducts Quarterly Business Reviews in region and participates in global QBR's Ensures JLL exceeds all KPIs and achieves incentive fees where applicable Knowledge, Skills and Abilities (KSA) Minimum 10-15 years' experience in real estate, preferably strength in Facilities Account Management as well as an understanding/experience in Transaction Management, Project Management, Strategic Portfolio Management, Workplace Strategy and Operations Has handled complex account structures, either running multiple teams, multi disciplines, across multiple locations, region or countries Has experience in handling client and/or company sensitivities' knowing when to escalate with urgency, or how to de-escalate certain risks Has demonstrated experience in balancing the interests of the client with those of the company Has demonstrated experience in translating client needs into existing or new business growth. Leadership Behaviors The Account Executive have demonstrated the following: Client Focus Dedicated to exceeding client expectations to ensure a positive Net Promoter Score in satisfaction surveys Proactively solicits and responds to feedback and input from client Establishes and maintains effective relationships with Client, Leadership and Business Unit leaders by gaining their trust and respect Results Driven Ability to translate the account plan into a solid delivery model Measures the relevant data (financial, environmental, performance) and uses the data appropriately to reassess, adjust, expand or curtail. Takes corrective action quickly and decisively when performance falls short of expectation or when redirection is required Natural Coach Clearly establishes performance expectations and goals for employees Provides point in time feedback on performance of employees Creates an environment with strong morale Drives Growth Established credibility with leaders immediately through confidence and presence Establishes and maintains effective relationships based on mutual trust and respect Solutions Oriented Uses rigor and logic to solve difficult problems with effective solutions Identifies issues before they become problems Looks beyond the obvious and doesn't stop at the first answers Builds Relationships Is an expert in building and growing relationships with stakeholders, peers, subordinates and wider JLL colleagues Role models expertise in creating harmonious working environment where all levels feel comfortable to approach them for guidance or input. Firm Knowledgeable Understand the fundamentals of the outsourcing business and the real estate industry Knows the various products our business offers and can identify levers for opportunity | |