Overview Lead the prestigious Hammerson portfolio as the primary client while also managing a select portfolio of additional institutional clients within JLL Property Management. This Director level role places you at the intersection of client strategy and operational excellence, empowering you to shape next-generation property management practices. Drawing from JLL's proven success with Hammerson, through strategic partnership and operational excellence, you'll deliver exceptional value while embodying Hammerson's principles of care, commitment, community and confidence. 
 

Your Impact 

• Direct strategic management of Hammerson's retail portfolio. 

• Drive exceptional client experience through JLL's proven "One JLL Client Programme" approach 

• Lead matrix-managed specialist teams to deliver industry-leading property services across facilities management, accounting, H&S, and ESG services 

• Champion technology and sustainability initiatives that transform asset performance 

• Achieve ambitious revenue and profitability targets through strategic growth and cross-selling opportunities 

• Act as dedicated Relationship Lead, serving as single point of contact to reduce duplication, improve synergies, and ensure Hammerson receives the very best of JLL.  

Reports to – Investor Client Lead, JLL Property Management 

Key Responsibilities 

Client Management & Growth 

• Serve as the lead representative for Hammerson as the primary client, managing their diverse portfolio including 7 Core Destinations plus 3 Estates serving circa 2,500 occupiers. 

• Develop and implement strategic initiatives to enhance client experience in alignment with Hammerson's strategic objectives 

• Oversee delivery of agreed revenue and margin targets, applying learnings from successful outsourcing partnerships that have generated significant cost savings and operational efficiencies 

• Act as the main point of contact and ambassador for Hammerson, aligning their interests with JLL's 

• Identify opportunities to enhance client outcomes by connecting them with complementary JLL services that address their broader real estate and business objectives 

• Concurrently manage relationships with additional portfolio clients, ensuring consistent service delivery standards across all accounts 

Leadership & Matrix Management of Wider Teams 

• Lead specialised teams across multiple client accounts, with primary focus on Hammerson relationship while ensuring service excellence for all portfolio clients.  

• Facilitate effective communication and collaboration between matrix-managed teams 

• Foster a culture of client-centricity and agile service delivery that proactively adapts to evolving client demands, while breaking down organisational silos to ensure seamless, collaborative support that embodies Hammerson's core behaviours 

• Work with the People Experience team to explore talent development, apprenticeships, and graduate programs 

• Provide outstanding leadership to maintain high service standards encompassing owning the financial integrity of service delivery, 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 
   

Innovation & Technology 

• Champion data-driven insights and technology to improve service delivery, including advanced technologies for streamlining processes and driving productivity 

• Implement innovative concepts to increase client satisfaction and engagement 

• Conduct comprehensive Destination Reviews and Efficiency Reviews to optimise operational frameworks and drive cost savings. 

• Stay informed on emerging retail 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 Hammerson account and additional portfolio clients 

• Work closely with Finance and Commercial teams to maximise profitability 

• Identify and capitalise on asset management and value-add opportunities, leveraging JLL's procurement expertise and market spend to drive cost reductions without compromising service quality 

• Deliver against agreed growth revenue targets across the full client portfolio  

• Develop effective and accurate asset plans, budgets, and financial reports 
   

Operational Excellence 

• Ensure operational performance meets and exceeds Hammerson's expectations across circa 2,500 occupiers 

• Oversee implementation of ESG/sustainability initiatives 

• Conduct regular property inspections and manage stakeholder expectations 

• Ensure our financial management teams objectives and delivery align with our clients’ expectations.  

• Multi-Client Portfolio Management: Demonstrated ability to successfully manage multiple high-value client relationships simultaneously while maintaining service quality and client satisfaction across all accounts 
   

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 Property Management Leadership Team 

• Actively engage with the OneJLL UK client program, facilitating strategic workshops and events that bring together experts for the benefit of our clients and JLL. 
   

Qualifications & Experience 

• Strategic Retail Portfolio Leadership: Minimum 10+ years of progressive experience managing institutional-grade real estate portfolios, with demonstrable achievements in value creation and service excellence, ideally including experience with major outsourcing partnerships 

• P&L Accountability: Established record of financial stewardship in senior leadership positions, consistently delivering strong commercial outcomes and operational efficiency 

• Cross-Service Integration: Proven experience in identifying synergies between Property Management, Facilities Management, and Building Surveying services under unified delivery models 

• Technical Knowledge: Comprehensive understanding of complex commercial property management principles, asset optimisation strategies, and sophisticated landlord-tenant relationship management 

• Business Development Acumen: Proven ability to identify and secure new revenue streams across multiple service lines, with quantifiable success expanding client relationships and service offerings 

• Retail Management Experience – Significant experience of managing prime retail assets across major cities.  
   

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 and drive cost efficiencies 
   

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 across diverse occupier bases 

• Ability to manage challenging customer needs with various occupiers 
   

Leadership & People Management 

• Proven ability to lead and inspire multi-disciplinary teams across multiple service lines 

• Experience in recruitment, motivation, performance management, and team development 

• Strong personality and professional presence to serve as an ambassador for the portfolio 

• Demonstrated success in building partnerships of trust with institutional clients over extended periods 
   

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 and Ireland to complete site and team visits as required 
   

Global Integration JLL PM UK is now aligned with our global organisational 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.