The Account Director is responsible for the overall strategic leadership, operational excellence, and financial performance of key client accounts within the Facilities Management portfolio. This role serves as the primary senior point of contact for clients, ensuring alignment between JLL’s service delivery and the client’s corporate real estate and workplace strategies. The Account Director drives growth, manages risk, and leads cross-functional teams to deliver exceptional customer experience.
Key Responsibilities
Client Relationship & Strategic Leadership
- Act as the trusted advisor to C-suite and senior facility stakeholders at client organizations.
- Develop and execute long-term account strategies that support the client’s business objectives and workplace goals.
- Conduct regular strategic reviews (QBRs/EBRs) to demonstrate value, ROI, and continuous improvement.
- Identify opportunities for service expansion, upselling, and cross-selling JLL’s broader suite of services (e.g., Project Management, Sustainability, Technology).
Operational Excellence & Service Delivery
- Oversee the end-to-end delivery of FM services (hard and soft services) across multiple sites or regions.
- Ensure strict adherence to Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and contractual obligations.
- Drive operational efficiency through process optimization, technology adoption (e.g., IWMS, CAFM), and best practices.
- Manage crisis response and business continuity planning for critical facilities.
Financial Management
- Own the P&L for assigned accounts, ensuring profitability, revenue growth, and cost control.
- Lead annual budgeting, forecasting, and variance analysis.
- Manage contract renewals, negotiations, and change orders effectively.
Team Leadership & Talent Development
- Lead and mentor a diverse team of Account Managers, Facility Managers, and technical staff.
- Foster a culture of safety, inclusivity, and high performance.
- Collaborate with HR and Talent Acquisition to recruit, retain, and develop top talent.
Risk Management & Compliance
- Ensure compliance with all local health, safety, environmental (HSE), and regulatory requirements.
- Mitigate operational and reputational risks through proactive governance and auditing.
Qualifications & Requirements
Education & Experience:
- Bachelor’s degree in Facility Management, Business Administration, Engineering, or related field. Master’s degree or MBA preferred.
- 10+ years of experience in Facilities Management, with at least 5 years in a senior account leadership role.
- Proven track record managing large-scale, multi-site FM contracts for corporate clients.
Skills & Competencies:
- Strong understanding of FM operations, including HVAC, electrical, mechanical, cleaning, security, and front-of-house services.
- Excellent financial acumen with experience managing P&Ls of significant size.
- Exceptional communication, negotiation, and presentation skills.
- Proficiency in FM technology platforms
- Strategic thinking with the ability to translate client needs into actionable service solutions.
