Job Description

JLL supports the Whole You, personally and professionally.



Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you've got deep experience in commercial real estate, skilled trades, and technology, or you're looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.



Le superviseur, Service a la clientele, est un leader qui donne le ton des interactions avec les clients du service a la clientele de Laurier Quebec et de Place Ste-Foy. Le candidat retenu inspirera l'equipe du service a la clientele pour accomplir la mission d'Ivanhoe Cambridge qui consiste a tendre a continuellement surprendre et fideliser les consommateurs et les detaillants en livrant de facon consistante une experience client superieure. Le superviseur, Service a la clientele travaillera en etroite collaboration avec la direction du centre et aura la tache de relever le defi de developper l'image de marque des proprietes pour tous ses clients, incluant les consommateurs, les fournisseurs de services et la communaute.

Planification strategique et Gestion:

Elaborer des plans strategiques et des tactiques pour ameliorer les services a la clientele aux consommateurs, aux detaillants, aux employes et aux entrepreneurs;

Etre responsable du suivi, de l'analyse et des rapports quant a tous les programmes de services a la clientele et aux resultats du marketing en ce qui a trait au Service a la clientele;

Elaborer et maintenir a jour les procedures et les manuels quant a la gestion du Service a la clientele;

Completer les analyses/les rapports d'evenements pour les programmes majeurs et les evenements, selon les demandes;

Etre au courant du contenu du manuel de gestion des crises du centre et conserver une comprehension claire du role et des responsabilites du Service a la clientele selon la description contenue dans le plan.

Embauche, Formation et Supervision du personnel:

Former le personnel du Service a la clientele. S'assurer que les employes du Service a la clientele recoivent la formation adequate pour devenir des representants efficaces de l'image de marque;

Approuver les horaires et les feuilles de temps;

Superviser l'equipe du Service a la clientele, agir a titre de mentor, confier des responsabilites a l'equipe et la motiver;

Rencontrer les membres de l'equipe regulierement pour les informer sur la performance et gerer les questions relatives a la performance;

Tenir des reunions bihebdomadaires avec la coordonnatrice de propriete sur les questions de personnel et de performance;

Etablir des directives sur l'apparence du personnel, incluant la commande des uniformes pour les nouveaux employes comme pour les employes actuels, et s'assurer du respect des directives.



Programmes touristiques et Evenements promotionnels

Communiquer l'information necessaire et les directives aux employes du Service a la clientele quant aux exigences des evenements et de la correspondance marketing;

Assurer la collecte et le traitement des donnees necessaires au suivi promotionnel en lien avec certains evenements et programmes touristiques;

Travailler en etroite collaboration avec la Directrice Marketing, pour garder une comprehension complete de toutes les activites promotionnelles dans le centre, pour les communiquer aux membres du Service a la clientele;

Seconder l'equipe Marketing quant aux evenements promotionnels pour la distribution/la cueillette/ le tri des resultats des sondages, des cadeaux avec achats, des ventes de billets pour les evenements speciaux, etc.;

Seconder l'equipe Marketing dans les projets speciaux et les initiatives;

Contribuer activement au developpement et a la realisation des activites de marketing, en mettant surtout l'accent sur la realisation des evenements speciaux et la planification;

Seconder l'equipe Marketing dans la coordination et la mise en place de tous les evenements/programmes et des programmes de signalisation;

Former les representants du service clients sur la facon d'accueillir et d'integrer les clients;

Coordonner les groupes de touristes afin de faciliter l'accueil et l'integration;

Faire la mise a jour des statistiques mensuelles et des rapports de tourisme.

Communications avec les detaillants:

Etablir et conserver de solides relations avec les detaillants;

Coordonner les cadeaux (printemps, automne, Noel) remis aux detaillants;

Repondre aux demandes, les diriger et/ou en assurer le suivi, pour toutes questions relatives au tourisme, au marketing, a l'exploitation, a la securite ou au Service a la clientele;

Annuellement, coordonner les mises a jour du manuel des detaillants, incluant l'impression et la distribution;

Prend en charge le programme client mystere :

identification des boutiques visitees, respect du budget alloue, coordination avec Vision Client, lecture des rapports Clients Mysteres, visites des boutiques problematiques et rencontres des employes du SAC, emission des lettres accompagnant les rapports.

Cartes cadeaux:

En collaboration avec l'administratrice de compte, superviser la conciliation quotidienne des rapports et des depots;

En collaboration avec l'administratrice de compte, superviser la gestion de l'inventaire des certificats-cadeaux, la coordination des commandes et les demandes d'inventaire mensuel en provenance des Finances;

Piloter la vente des cartes cadeaux. Comprendre les performances de ventes, les tendances cles et communiquer l'information pertinente a la direction et aux employes du Service a la clientele;

Soumettre les rapports de ventes mensuels des certificats-cadeaux aux administrateurs, a la Directrice Marketing;

Former et installer les nouveaux detaillants et resoudre toute demande et tout probleme relatif aux cartes cadeaux;

Coordonner le programme corporatif de cartes cadeaux bonis.

Taches administratives diverses quotidiennes et mensuelles:

Faire les depots bancaires quotidiens;

Soumettre les rapports mensuels pour les ventes et le suivi des evenements;

Faire l'entree des donnees sur le suivi quotidien dans Juice;

Completer le rapport mensuel de marketing JUICE (rapport executif et pour le marketing) quant a la vente de cartes cadeaux, aux resultats des evenements a but non lucratif et aux initiatives du Service a la clientele;

Responsable des objets promotionnels :

sac, crayons, etc. Faire l'inventaire, la recherche, le suivi avec le fournisseur. Propose des idees nouvelles selon tendance / besoin;

Etre responsable des outils de communication du SAC :

inventaire, mise a jour, commande, correction / impression, lien avec les fournisseurs (repertoire papier / monolithe, enveloppe carte-cadeaux, etc.);

Responsable de la gestion des plaintes;

Accomplir toutes autres taches selon les demandes/les besoins.



Connaissances et aptitudes requises

Detenir au minimum un diplome d'etudes secondaires;

3 a 5 ans d'experience du service a la clientele, de l'accueil et/ou de l'environnement du commerce de detail;

Bilingue en francais et en anglais;

Experience de travail aupres du public et etre repute pour son service exceptionnel a la clientele;

Leadership solide, aptitudes de supervision, habiletes en resolution de conflits et en gestion;

Attitude positive et habiletes demontrees a etre proactif, convivial, capacite d'adaptation, oriente vers les solutions, et professionnel en tout temps;

Aptitudes solides en communication orale et ecrite;

Capacite a travailler de facon autonome et en equipe;

Capacite a accomplir plusieurs taches a la fois et a travailler efficacement dans un environnement au rythme rapide;

Solides competences en informatique (MS Office), extremement a l'aise avec Internet et connaissance approfondie des medias sociaux faisant appel a des profils (Twitter, Instagram et Facebook);

Doit etre flexible et disponible pour travailler durant les weekends, les soirs, et les jours feries selon les besoins.

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You will be a leader who sets the tone for guest interactions at Laurier Quebec and Place Ste-Foy. You will inspire the guest services team in fulfilling Ivanhoe Cambridge's mission to surprise and serve shoppers and retailers by delivering consistently superior customer experience. You will work closely with the centre's administration and meet the challenge of enhancing the properties' brand in the eyes of consumers, service providers and the community. You will also work closely with the external employment agency in charge of hiring and managing employees.

Strategic planning and management:

Develop strategies and tactics to improve services provided to guests, retailers, employees and contractors;

Support the property coordinator in managing the guest services budget and supply the information essential to budget preparation. Provide explanations for the hours worked by guest services staff;

Monitor, analyze and report on guest services programs and the results of marketing initiatives;

Develop and regularly update guest services procedures and manuals;

Be aware of the content of the centres' emergency procedures manuals and have a clear understanding of the role and responsibilities related to guest services in scenarios of this nature, as outlined in the contingency plan.

Staff Training:

Train guest services staff. Ensure that employees are suitably prepared to represent the properties' brand;

Create work schedules and approve timesheets;

Act as a mentor for the guest services team, delegate responsibilities and keep employees motivated;

Twice a week, meet with the external employment agency and property coordinator regarding employees and performance;

Establish and enforce guidelines on employee appearance; order uniforms for new and current staff members as required.

Tourism programs and promotional events:

Convey the necessary information and instructions to guest services staff regarding event requirements and marketing correspondence;

Collect and enter the data needed to follow up on promotions tied in with certain events and tourism programs;

Work closely with the marketing director to ensure a full understanding of all promotional activities in the centre and communicate these to the guest services staff;

Support the marketing team with special projects and initiatives;

Train guest services representatives on how to greet and accommodate customers;

Coordinate tourist groups to greet and accommodate them.

Communication with retailers:

Develop and maintain close ties with retailers;

Take the lead on identifying opportunities for memorable customer interactions; help customers by providing exceptional service through all the methods of communication used by the company;

Supervise and oversee compliance with Kipsu work procedures;

Answer enquiries related to tourism, marketing, operations, security and guest services or refer enquirers to the appropriate resource;

Supervise updates to the retailer handbook yearly, including printing and distribution;

Oversee the mystery shopper program:

identify the stores visited, keep within the allocated budget, coordinate with Vision Client, read mystery shopper reports, visit problem stores and meet with customer service employees, issue letters accompanying the reports.

Gift cards:

In conjunction with the account administrator, supervise the daily reconciliation of reports and deposits;

In conjunction with the account administrator, manage the gift card inventory, coordinate orders and provide monthly inventory reports to the Finance Department;

Oversee gift card sales. Understand sales performance and key trends; convey relevant information to the administration and guest services staff;

Submit monthly gift card sales reports to management and the Marketing Director;

Train and orient new retailers; deal with enquiries and problems related to gift cards;

Supervise the corporate bonus gift card program and prepare orders as needed.

Various daily and monthly administrative tasks:

Make daily bank deposits;

Submit monthly sales and event monitoring reports;

Oversee related communication tools:

inventory, updates, editing/printing, contact with suppliers (print directories/monolith, gift card envelopes, etc.);

Manage complaints;

Perform all other tasks as requested/needed.



Key requirements

High school diploma or higher;

Three to five years of experience in a customer service, hospitality and/or retail setting;

Fluency in French and English;

Experience working with the public and track record for customer service excellence;

Strong leadership, supervision, conflict-resolution and management skills;

Positive, proactive, collaborative, versatile, solutions-oriented and professional at all times;

Solid written and verbal communication skills;

Ability to work independently and within a team;

Ability to multitask effectively in a fast-paced environment;

Proficiency in computer applications (Microsoft Office); fully at ease with the Internet, in-depth knowledge of profile-based social media (Twitter, Instagram and Facebook);

Flexibility and availability to work weekends, evenings and holidays as needed.

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



Personalized benefits that support personal well-being and growth:



JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.



About JLL -



We're JLL--a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That's why we're committed to our purpose to shape the future of real estate for a better world. We're using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.



Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we're honored to be recognized with awards for our success by organizations both globally and locally.



Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we're headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.