Assistance Program Delivery Manager, Meetings and Events

**JLL empowers you to shape a brighter way**.

JLL es una empresa comprometida con la igualdad de oportunidades entre hombres y mujeres / JLL as a company is committed to equal opportunities for men and women.

We’re working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, innovative, and driven leaders.

This role will manage the in-region service delivery team for onsite events held in corporate facilities. We are seeking a customer obsessed manager to provide oversight to the team that coordinates event support within the corporate facilities.

**Key Responsibilities**
- Reports to the Meetings & Events Service Delivery Manager - EMEA.
- Monitors customer service levels in relation to onsite support/inventory, regional staffing and service levels agreements (SLAs) to ensure objectives are being met or exceeded
- If expectations are below standards establishes resolution for continuous improvement and escalates to the Meetings & Events Service Delivery Manager - EMEA
- Ensures compliance of global and regional playbooks and guidelines for consistent execution by local onsite meetings and events service delivery team.
- Measures and report on programmatic KPIs that represent the voice of Amazonians.
- Authors white papers and their review to support proposed regional changes to processes, policies, guidelines.
- Provides leadership with data and key metrics to support proposed decisions.
- Meets regularly with onsite service delivery regional team members to ensure they are engaged, connected and informed.
- Leads and manages a team of service delivery employees, overseeing their development and performance
- Establishes clear goals and expectations for the employees, provide regular feedback, and conduct performance reviews
- Fosters a positive work culture and promote employee satisfaction
- Ensures team compliance with all JLL-related processes and trainings
- First point of escalation for onsite service delivery workflows and customer service issues/resolutions.

**Basic Qualifications**
- 5+ years of meetings and events management, hospitality, or experience
- 2+ years of program management experience
- Experience managing projects across cross functional teams, building sustainable processes and coordinating implementation
- Intermediate to advanced user-experience with common Meeting Management technology

**Preferred Qualifications**
- Bachelor’s degree in Hospitality or related field or equivalent experience
- Experience working in onsite 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
- 3rd-Party meeting management vendor/agency experience with direct operations responsibility a bonus
- CMP (certified meeting professional) or other industry certification valued
- Strategic Meetings Management Program (SMMP) experience desirable either 3rd Party or buyer role. Business Travel experience a plus

**Location**:
On-site -Barcelona, ESP

**Job Tags**:
GREF

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

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