Community Manager
Jones Lang LaSalle IP, Inc.
Birmingham, UK
Published 2 weeks ago
Housing / Neighbourhood management
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.
Find your next move at JLL and build a fulfilling career
At JLL, we value what makes you unique, and we're committed to giving you the opportunity, knowledge and tools to own your success. Explore opportunities to advance your career from within, whether you're looking to move up, broaden your experience or deepen your expertise.
We are recruiting a Community Manager to join our team at Multistory in Birmingham. The individual will be the driving force in the creation and delivery of a new, bespoke community and customer experience & engagement programme for the occupiers and local stakeholders. They will have a background in or passion for creating exceptional workplace experiences.
This is an exciting and unique opportunity to work with a key player in the UK commercial property market, at the heart of Birmingham's vibrant business district, as part of the strategically important office sector.
About Office Environments and Hotelification
The modern office environment is rapidly evolving, with a growing emphasis on creating spaces that inspire collaboration, creativity, and well-being. As the lines between work and life continue to blur, there's an increasing demand for offices that offer more than just a place to work. This trend, often referred to as "hotelification," involves bringing hospitality-inspired amenities and services into the workplace.
Hotelification transforms traditional office spaces into dynamic, multi-functional environments that cater to the diverse needs of today's workforce. These spaces often include features such as:
About Multistory Birmingham
Multistory Birmingham is set to redefine the workspace experience in the city, offering the largest amenity space and setting a new benchmark for collaborative environments. It is a bold reimagining of two buildings, brought together to create a dynamic new destination for work, retail, and leisure.
Key features of Multistory include:
The city's most generous amenity space: 15,000 sq ft dedicated to connecting, collaborating, and focusing. Setting a new benchmark for Sustainability: A sustainable workplace with a net-zero embodied carbon strategy. Birmingham's largest floorplates: 9,000 - 41,000 sq ft of Grade A, flexible office space. A commanding location in Birmingham's CBD: Offering outstanding amenities and connectivity in one of the UK's fastest-growing cities. Extensive refurbishment: Office floors have been extensively refurbished to meet modern workplace standards.
Multistory aims to create seamless interactions, foster community engagement, and deliver enjoyable experiences that will drive occupier retention and attract new tenants. The project combines office and retail spaces, providing a multi-dimensional environment that caters to the evolving needs of businesses and individuals in Birmingham's thriving central business district.
About Railpen
Multistory is owned by Railpen, one of the UK's largest and longest-established pension funds, responsible for safeguarding and investing over £35 billion on behalf of the railways pension schemes' 350,000 members. With a heritage dating back to 1994, Railpen manages the retirement savings of current and former railway employees across the country.
As an industry-leading investor, Railpen is committed to:
The purpose of the Community Manager (CM) is to play a key role in the creation and delivery of a new, bespoke community and customer experience & engagement programme for the occupiers and local stakeholders at Multistory Birmingham.
The aim is to achieve greater occupier satisfaction and establish Multistory as the top innovative workplace destination in Birmingham. The role will manage and promote exceptional amenity and wellness initiatives for the building's occupiers. The role will also include involvement in daily operational matters within the building, which will further support improved occupier satisfaction.
Team Structure
The CM will report directly to the General Manager/Head of Operations (GM) and is expected to develop a close working relationship with the JLL Property Manager, and the Client's (Railpen) Asset Managers, taking guidance as appropriate. The CM will also work closely with the Customer Experience (CX) team within Bewonder*.
Through your behaviours and actions, you will promote Multistory culture. Working with the General Manager, you will act as custodian of the Brand Values, Asset Vision, and cultural pillars, ensuring all other team members (JLL and service partners) understand, embody, and promote them in everything they do.
Measures of Success
Working with the Property Manager and Railpen Asset Manager, act as the lead contact and co-ordinator for communication and events, working closely with the CX team (Bewonder*) and the onsite and external Food & Beverage (F&B) teams to deliver this.
Establish good working relations with Occupiers and encourage their interest in the Multistory by involvement in its local and strategic plans where appropriate.
Keep Occupiers informed on building update matters. Provide information as necessary on a day-to-day basis and organise, chair, and attend all Occupier meetings/forums. Using tact and diplomacy, maintain good relations with all Occupiers, providing information as necessary both on a day-to-day basis and regular meetings.
Create and oversee an engaging and vibrant community/placemaking strategy targeted at connecting the customers within Multistory.
Support occupier customer feedback programmes and surveys, using the feedback to inform strategy.
Assist with implementing the use of technology to manage efficiencies and support in the delivery of the community strategy, including associated apps.
Provide regular reports for the client on key aspects such as occupier engagement, event participation and space utilisation.
Effectively manage the occupier events and communications budget to maximise the value achieved.
Support JLL and client initiatives and projects at site level to ensure site and Company success.
Maintain confidentiality of all appropriate communications and documentation.
Manage the internal and external booking of common areas, including meeting rooms, auditorium, and bar/terrace space, to maximise revenue and enhance the overall value of the property.
Knowledge, Skills and Experience
Location:
On-site -Birmingham, 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. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL's recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.
For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.
For additional details please see our career site pages for each country.
For candidates in the United States, please see a full copy of our Equal Employment Opportunity and Affirmative Action policy here.
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.
Find your next move at JLL and build a fulfilling career
At JLL, we value what makes you unique, and we're committed to giving you the opportunity, knowledge and tools to own your success. Explore opportunities to advance your career from within, whether you're looking to move up, broaden your experience or deepen your expertise.
We are recruiting a Community Manager to join our team at Multistory in Birmingham. The individual will be the driving force in the creation and delivery of a new, bespoke community and customer experience & engagement programme for the occupiers and local stakeholders. They will have a background in or passion for creating exceptional workplace experiences.
This is an exciting and unique opportunity to work with a key player in the UK commercial property market, at the heart of Birmingham's vibrant business district, as part of the strategically important office sector.
About Office Environments and Hotelification
The modern office environment is rapidly evolving, with a growing emphasis on creating spaces that inspire collaboration, creativity, and well-being. As the lines between work and life continue to blur, there's an increasing demand for offices that offer more than just a place to work. This trend, often referred to as "hotelification," involves bringing hospitality-inspired amenities and services into the workplace.
Hotelification transforms traditional office spaces into dynamic, multi-functional environments that cater to the diverse needs of today's workforce. These spaces often include features such as:
- High-quality food and beverage options
- Wellness facilities and programs
- Concierge services
- Flexible meeting and event spaces
- State-of-the-art technology integration
About Multistory Birmingham
Multistory Birmingham is set to redefine the workspace experience in the city, offering the largest amenity space and setting a new benchmark for collaborative environments. It is a bold reimagining of two buildings, brought together to create a dynamic new destination for work, retail, and leisure.
Key features of Multistory include:
The city's most generous amenity space: 15,000 sq ft dedicated to connecting, collaborating, and focusing. Setting a new benchmark for Sustainability: A sustainable workplace with a net-zero embodied carbon strategy. Birmingham's largest floorplates: 9,000 - 41,000 sq ft of Grade A, flexible office space. A commanding location in Birmingham's CBD: Offering outstanding amenities and connectivity in one of the UK's fastest-growing cities. Extensive refurbishment: Office floors have been extensively refurbished to meet modern workplace standards.
Multistory aims to create seamless interactions, foster community engagement, and deliver enjoyable experiences that will drive occupier retention and attract new tenants. The project combines office and retail spaces, providing a multi-dimensional environment that caters to the evolving needs of businesses and individuals in Birmingham's thriving central business district.
About Railpen
Multistory is owned by Railpen, one of the UK's largest and longest-established pension funds, responsible for safeguarding and investing over £35 billion on behalf of the railways pension schemes' 350,000 members. With a heritage dating back to 1994, Railpen manages the retirement savings of current and former railway employees across the country.
As an industry-leading investor, Railpen is committed to:
- Delivering sustainable, long-term returns for its members Pioneering responsible investment practices Driving innovation in pension fund management Maintaining the highest standards of corporate governance.
- Railpen's team of investment professionals operates from offices in London, bringing together diverse expertise to navigate complex global markets. The organisation prides itself on its collaborative culture, forward-thinking approach, and unwavering focus on securing the financial futures of its members.
The purpose of the Community Manager (CM) is to play a key role in the creation and delivery of a new, bespoke community and customer experience & engagement programme for the occupiers and local stakeholders at Multistory Birmingham.
The aim is to achieve greater occupier satisfaction and establish Multistory as the top innovative workplace destination in Birmingham. The role will manage and promote exceptional amenity and wellness initiatives for the building's occupiers. The role will also include involvement in daily operational matters within the building, which will further support improved occupier satisfaction.
Team Structure
The CM will report directly to the General Manager/Head of Operations (GM) and is expected to develop a close working relationship with the JLL Property Manager, and the Client's (Railpen) Asset Managers, taking guidance as appropriate. The CM will also work closely with the Customer Experience (CX) team within Bewonder*.
Through your behaviours and actions, you will promote Multistory culture. Working with the General Manager, you will act as custodian of the Brand Values, Asset Vision, and cultural pillars, ensuring all other team members (JLL and service partners) understand, embody, and promote them in everything they do.
Measures of Success
- Customer Satisfaction
- Occupier engagement and delivery of events programme
- Stakeholder satisfaction and development of new relationships
- Support and delivery of the strategy and KPIs associated with this
- Successful commercialisation of common areas
Working with the Property Manager and Railpen Asset Manager, act as the lead contact and co-ordinator for communication and events, working closely with the CX team (Bewonder*) and the onsite and external Food & Beverage (F&B) teams to deliver this.
Establish good working relations with Occupiers and encourage their interest in the Multistory by involvement in its local and strategic plans where appropriate.
Keep Occupiers informed on building update matters. Provide information as necessary on a day-to-day basis and organise, chair, and attend all Occupier meetings/forums. Using tact and diplomacy, maintain good relations with all Occupiers, providing information as necessary both on a day-to-day basis and regular meetings.
Create and oversee an engaging and vibrant community/placemaking strategy targeted at connecting the customers within Multistory.
Support occupier customer feedback programmes and surveys, using the feedback to inform strategy.
Assist with implementing the use of technology to manage efficiencies and support in the delivery of the community strategy, including associated apps.
Provide regular reports for the client on key aspects such as occupier engagement, event participation and space utilisation.
Effectively manage the occupier events and communications budget to maximise the value achieved.
Support JLL and client initiatives and projects at site level to ensure site and Company success.
Maintain confidentiality of all appropriate communications and documentation.
Manage the internal and external booking of common areas, including meeting rooms, auditorium, and bar/terrace space, to maximise revenue and enhance the overall value of the property.
Knowledge, Skills and Experience
- Strong interpersonal skills
- Strong verbal and written communication skills
- Exceptional organisational and multi-tasking skills
- Intermediate to Advanced Microsoft Office skills
- CRM experience
- Ideally an interest in innovative workplace solutions and hospitality-inspired office environments
- Ability to build relationships and a strong network both within Multistory and the wider city
- Knowledge of local Birmingham stakeholders
- Workplace app experience would be advantageous
- Understanding of well-being programmes
- Experience of small to medium-scale event and budget management
- A passion for customer experience
- Project management experience
- Innovative thinking - be different and bold in approach
- Be ambitious and commercially minded
- Experience in space utilisation and revenue generation from common areas
- Understanding of pricing strategies and market trends for commercial spaces
- Ability to negotiate and manage contracts for space rentals
Location:
On-site -Birmingham, 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. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL's recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.
For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.
For additional details please see our career site pages for each country.
For candidates in the United States, please see a full copy of our Equal Employment Opportunity and Affirmative Action policy here.