Occupier and Customer Liaison Specialist

1 week ago

London, Greater London, United Kingdom JLL Full time

Role Overview

The Occupier and Customer Liaison Specialist will develop strategic relationships with occupiers, customers, and the local community to elevate the experience within the destination.

Key Responsibilities

  • Build proactive and effective two-way relationships with retailers at the destination
  • Own occupier communications, working with all departments and clients to ensure effective communication
  • Meet with representatives from each retailer to gain a confident understanding of their business performance objectives, aspirations, and needs
  • Collect turnover information from tenants
  • Produce reports accurately and on time, focusing on tenant engagement and financials
  • Manage and oversee the delivery of on-site community programs, including activation support, local stakeholder liaison, and tracking performance in line with Social Value (ESG) targets
  • Oversee retailer customer feedback programs as appropriate and use the feedback to inform strategy
  • Provide reporting on customer and community feedback to evolve the customer service offer within the destination
  • Build proactive and effective two-way relationships with stakeholders within the destination, including local retailers, leisure operators, public services, local authorities, schools, colleges, universities, charities, and other organizations
  • Work closely with the Finance and Data Manager and General Manager to analyze footfall data

Required Skills

  • Strong communication and interpersonal skills
  • Strong verbal and written communication skills
  • Cold-outreach experience a plus
  • Exceptional organizational and multitasking skills
  • Demonstrate integrity, dependability, responsibility, accountability, self-awareness, work ethic, and empathy
  • A real specialist in retail, with a passion and understanding of retail (experience of managing relationships with retailers a benefit)
  • Understanding of well-being programs
  • Experience of small to medium-scale event management
  • A passion for customer experience
  • Project management and business operations experience
  • Innovative thinking – be different and bold in approach
  • Able to embrace efficiencies – having an acute appreciation and desire for efficiency
  • Be ambitious and commercially minded

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