JLL empowers you to shape a brighter way.  

Our people at JLL 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.   

Superviseur, Service à la clientèle – JLL

Ce que ce poste implique : En tant que Superviseur du Service à la clientèle, vous dirigerez une équipe dédiée à offrir une expérience client exceptionnelle au Centre Eaton de Montréal, Place Montréal Trust et Le 1500. Vous anticiperez et répondrez aux besoins des clients avec le plus haut niveau de qualité et d'attention aux détails, tout en servant de liaison clé entre l'équipe de gestion du centre, les détaillants, les fournisseurs de services et la communauté. Ce rôle vous permet de façonner directement l'expérience des visiteurs tout en développant et motivant votre équipe pour atteindre l'excellence opérationnelle.

À quoi ressembleront vos journées :

• Diriger par l'exemple en assurant le service de première ligne et en engageant activement les clients dans les aires communes

• Gérer le budget des heures de personnel, embaucher, former et planifier les horaires de l'équipe du Service à la clientèle

• Administrer l'ensemble du programme de cartes-cadeaux, incluant les politiques, procédures, inventaires et rapports de conciliation quotidiens

• Effectuer des visites régulières aux boutiques pour maintenir d'excellentes relations avec les détaillants et offrir un soutien continu

• Collaborer étroitement avec l'équipe Marketing pour communiquer les activités promotionnelles et coordonner les événements du centre

• Encadrer et motiver l'équipe en établissant des objectifs de performance, en reconnaissant les réalisations et en gérant les défis de performance

• Collecter et analyser les données de suivi promotionnel pour optimiser les programmes et événements ciblés

Qualifications requises :

• 3 à 5 années d'expérience dans un environnement de service à la clientèle, d'accueil, de vente au détail ou de marketing

• Minimum de 2 ans d'expérience en développement et exécution de programmes de service complets avec supervision d'équipe

• Maîtrise du français parlé et écrit (essentiel)

• Solides compétences en leadership et techniques d'encadrement

• Excellentes aptitudes de communication et compétences en résolution de conflits

• Capacité démontrée à travailler efficacement dans un environnement dynamique et à accomplir plusieurs tâches simultanément

Qualifications préférées :

• Maîtrise de l'anglais pour interactions avec partenaires externes hors Québec

• Expérience avec les systèmes de gestion de cartes-cadeaux et programmes de fidélisation

• Connaissance des opérations de centres commerciaux ou environnements de vente au détail

• Compétences avancées en informatique et systèmes de gestion

• Flexibilité pour travailler en soirée et pendant les congés selon les besoins

• Attitude proactive, approche axée sur les solutions et personnalité engageante

*Interactions orales et/ou écrites avec des locataires ou partenaires externes basés à l’extérieur du Québec (par exemple, fournisseurs de services, cabinets d’avocats, pairs, banquiers, firmes de courtage, firmes d’analyse de crédit, agences de crédits, clientèle non-francophone, etc.)

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Guest Services Supervisor – JLL

What this job involves: As Guest Services Supervisor, you will lead a dedicated team focused on delivering exceptional customer experiences at Centre Eaton de Montréal, Place Montréal Trust, and Le 1500. You will anticipate and meet customer needs with the highest level of quality and attention to detail, while serving as a key liaison between the shopping centre management team, retailers, service providers, and the community. This role empowers you to directly shape visitor experiences while developing and motivating your team to achieve operational excellence.

What your day-to-day will look like:

• Lead by example by working front lines and actively engaging with customers in common areas

• Manage staff hour budgets, hire, train, and schedule Guest Services team members

• Administer the complete gift card program including policies, procedures, inventory management, and daily reconciliation reports

• Conduct regular store visits to maintain excellent retailer relationships and provide ongoing support

• Collaborate closely with the Marketing team to communicate promotional activities and coordinate centre events

• Coach and motivate team members by establishing performance objectives, recognizing achievements, and managing performance challenges

• Collect and analyze promotional tracking data to optimize targeted programs and events

Required Qualifications:

• 3-5 years of experience in customer service, hospitality, retail, and/or marketing environment

• Minimum 2 years of experience in developing and delivering full service programs with team supervision

• Fluent in French spoken and written (essential)

• Strong leadership and supervisory skills

• Excellent communication skills and conflict resolution/management abilities

• Proven ability to work effectively in a fast-paced environment and multi-task efficiently

Preferred Qualifications:

• Fluent in English for interactions with external partners based outside Quebec

• Experience with gift card management systems and loyalty programs

• Knowledge of shopping centre operations or retail environments

• Advanced computer skills and management systems proficiency

• Flexibility to work evenings and holidays as needed

• Proactive attitude, solution-focused approach, and engaging personality

*Oral and/or written interactions with tenants or external partners based outside Quebec (for example, service providers, law firms, peers, bankers, brokerage firms, credit analysis firms, credit agencies, non-French-speaking clients, etc.)

Location:

On-site –Montreal, QC

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements.  We’re interested in getting to know you and what you bring to the table!

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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For candidates in the United States, please see a full copy of our Equal Employment Opportunity policy here.

Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities.  If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process –  you may email us at [email protected]. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.