JLL empowers you to shape a brighter way. Our people at JLL and JLL Technologies 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. Overview Lead the prestigious portfolio for AVIVA Investors within JLL Property Management, overseeing 200 high-value assets totalling 21 million sq.ft. across retail, offices, industrial and new developments. This Director level role places you at the intersection of client strategy and operational excellence, empowering you to shape next-generation property management practices. As Client Relationship Director you'll deliver exceptional value while embodying AVIVA's Customer Charter principles of care, commitment, community and confidence, setting new standards for institutional portfolio management in today's evolving property marketplace. Your Impact Direct strategic management of AVIVA's £331 million annual rent roll portfolio including prime Central London offices and diverse commercial assets Drive exceptional client experience through a tripartite partnership with AVIVA Investors and Cushman & Wakefield Lead matrix-managed specialist teams to deliver industry-leading property services Champion technology and sustainability initiatives that transform asset performance Achieve ambitious revenue and profitability targets through strategic growth Reports to - Head of Clients, JLL Property Management Key Responsibilities Client Management & Growth Serve as the lead representative for AVIVA Investors, managing a diverse portfolio including Central London offices, retail/industrial properties, and alternative assets with a £331 million annual rent roll Develop and implement strategic initiatives to enhance client experience in alignment with AVIVA's Customer Charter Oversee delivery of agreed revenue and margin targets Act as the main point of contact and ambassador for AVIVA Investors, aligning their interests with JLL's Collaborate effectively within a tripartite management arrangement with AVIVA Investors and Cushman & Wakefield, requiring diplomacy, clear communication, and adherence to the Partnership Charter Leadership & Matrix Management of Wider Teams Lead specialised teams across operations, project management, surveying, facilities management, design for management, customer experience, finance, and ESG Facilitate effective communication and collaboration between matrix-managed teams Foster a culture of client-centricity and occupier-focused service delivery that embodies AVIVA's core behaviors: being ambassadors, being bold, working better together, meeting promises, and being effective Work with the People Experience team to explore talent development, apprenticeships, and graduate programs Provide outstanding leadership to maintain high service standards encompassing technical innovation, sustainability, and customer focus Engage with wider parts of JLL UK and global JLL to act as a senior interface for UK Property Management – leveraging expertise from different departments to drive performance improvement and innovation Innovation & Technology Champion data-driven insights and technology to improve service delivery Implement innovative concepts to increase client satisfaction and engagement Stay informed on emerging real estate trends and apply knowledge to client strategies Work with technology teams to develop and implement digital solutions for clients Financial Performance Manage overall P&L responsibility for the AVIVA Investors account Work closely with Finance and Commercial teams to maximise profitability Identify and capitalise on asset management and value-add opportunities Deliver against agreed growth revenue targets Develop effective and accurate asset plans, budgets, and financial reports Operational Excellence Ensure operational performance meets and exceeds AVIVA's expectations Oversee implementation of ESG/sustainability initiatives Conduct regular property inspections and manage stakeholder expectations Address KPI performance issues and influence wider parts of PM to realign service delivery Provide expertise and oversight on development projects such as One Liverpool Street, Pegasus Mayfair, and 130 Fenchurch Street Market Representation Act as a visible leader for PM in the wider JLL business and external market Attend industry events to engage with key clients and represent JLL PM UK Support the delivery of UK PM strategy as a member of the PM Board Actively engage with the OneJLL UK client program Qualifications & Experience Strategic Portfolio Leadership: Minimum 10 years of progressive experience managing institutional-grade real estate portfolios, with demonstrable achievements in value creation and service excellence P&L Accountability: Established record of financial stewardship in senior leadership positions, consistently delivering strong commercial outcomes and operational efficiency Technical Knowledge: Comprehensive understanding of complex commercial property management principles, asset optimization strategies, and sophisticated landlord-tenant relationship management Business Development Acumen: Proven ability to identify and secure new revenue streams, with quantifiable success expanding client relationships and service offerings Prime London Portfolio Management: Significant experience overseeing premium Central London commercial assets, with deep understanding of the unique requirements and opportunities within this sophisticated market Commercial/Financial Acumen High level of financial aptitude and analytical skills Proven ability to manage an independent profit centre Experience in developing strategic plans for properties Track record in identifying opportunities to add value to assets Customer Orientation Experience in implementing customer experience strategies for significant buildings or estates Exceptional communication skills to engage with stakeholders at all levels Track record of ensuring first-class customer experience Ability to manage challenging customer needs with various occupiers Leadership & People Management Proven ability to lead inspire multi-disciplinary teams Experience in recruitment, motivation, performance management, and team development Strong personality and professional presence to serve as an ambassador for the portfolio Professional Integrity Detail-oriented, systematic, and diligent approach to business and reporting Strong adherence to moral and ethical principles Approachable, empathetic, diplomatic, and a good listener Additional Requirements MRICS qualification preferred Excellent communication, presentation, and influencing skills Proficiency in data analysis and digital applications Location & Travel Requirements London-based role with hybrid working model Ability to travel across the UK to complete site and team visits as required Global Integration JLL PM UK is now aligned with our global organizational structure, Real Estate Management Services (REMS), providing enhanced access to international best practices, a worldwide network of expertise, and expanded career development opportunities. This strategic integration enables our UK team to leverage global resources while delivering consistent, high-quality service that benefits both our clients and professionals. Location: On-site –London, GBR 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! If you require any changes to the application process, please email EMEATA@jll.com or call 44 ( 0 ) 20 7493 4933 to contact one of our team members to discuss how to best support you throughout the process. Please note, the contact details provided are to discuss or request for adjustments to be made to the hiring process. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL. JLL Privacy Notice Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. 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