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Destination Host Team Lead

Join the team at the iconic Bullring, Birmingham's premier shopping destination! We're seeking a Destination Host Team lead to contribute to the success of this vibrant and dynamic retail environment. If you're passionate about [relevant skills/industry] and thrive in a fast-paced, customer-focused setting, we encourage you to apply.

Reporting to: Occupier Customer Manager

Role Purpose

To manage a team of Destination Hosts in creating exceptional experiences within the destination. The supervisor ensures hosts maintain deep understanding of occupiers, customers, and stakeholders while building meaningful relationships. This role ensures the destination feels like a second home for visitors - a place that integrates with their lifestyle and community.

Key Responsibilities

Team Leadership

To deputise in the absence of the Occupier Customer Manager

Manage, coach, and develop a team of Destination Hosts

Create staff schedules and ensure appropriate coverage throughout operating hours

Conduct regular performance reviews and provide feedback to team members

Implement training programs to enhance team's customer service skills

Model exceptional customer service behaviors for the team to emulate

Customer Experience Management

Oversee the creation of a welcoming, inviting environment throughout the destination

Ensure team addresses security, cleaning, and maintenance issues promptly

Maintain high visibility and recognition among occupiers and visitors

Collect, analyse, and act upon occupier and visitor feedback

Foster community atmosphere among occupiers through knowledge sharing initiatives

Operational Excellence

Monitor team adherence to destination standards for appearance and service

Coordinate with Occupier and Customer Manager on events and marketing activities

Support event management including problem-solving and guest relations

Identify opportunities to enhance visitor experience and generate interest

Ensure all team members maintain security awareness and follow protocols

Stakeholder Management

Build strong relationships with occupiers, from store managers to decision makers

Oversee collection of turnover information from tenants

Manage retailer customer feedback programs

In the absence of the Occupier and Customer Manager report to the Destination Director

Prepare reports on customer and community feedback for leadership

Develop connections with local community stakeholders

Required Skills

Relevant supervisory/management experience in retail or hospitality environment

Advanced IT Skills to include Word, Excel, and PowerPoint

Exceptional communication and interpersonal abilities

Strong organisational and multitasking capabilities

Proven leadership skills with ability to motivate teams

Experience in retail operations and customer experience

Event management experience

Project management skills

Commercial awareness and business acumen

Innovative thinking with focus on continuous improvement

Service Excellence

Location:

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.

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