Dear Candidate,
This document outlines an exceptional opportunity to lead client relationship management for Aviva Investors, one of the UK’s leading investment managers. Working for JLL Property Management, the Client Relationship Director will be responsible for driving outstanding service delivery and maximising the client relationship while embodying the principles of Aviva’s Customer Charter.
Think strategic leadership, commercial acumen, and exceptional customer experience – more than just managing accounts. This role will establish the gold standard for client relationship management in property services. Operating at the intersection of JLL’s property expertise and Aviva’s commitment to care, community, and confidence, you will shape how we deliver ongoing value to this key client.
This is an exciting opportunity for an experienced relationship director to elevate our partnership with Aviva Investors, aligning with their core principles of being bold, working better together, meeting promises, and being effective.
Please read on to find out more about the role.
Aviva Investors
Aviva Investors is a global asset manager with integrated expertise across all major asset classes. As part of the Aviva Group - the UK’s largest insurance company - Aviva Investors is uniquely positioned to combine insurance heritage with investment capabilities to deliver on outcomes that matter most.
Aviva Investors champions exceptional customer service as their cornerstone. The successful candidate will play a pivotal role in implementing a transformative service delivery model that elevates their buildings from mere assets to exemplary environments where occupiers truly thrive. This position represents a rare opportunity to shape the customer experience strategy that will differentiate Aviva's portfolio and set new industry standards for tenant satisfaction and retention.
Key Statistics
Number of properties JLL manages in Aviva Investor’s Portfolio
200+
Number of Aviva Assets
225 Let Area
21 million sq.ft.
Alternative Assets / Long Income
132 Central London Offices (Including development sites) 36 Retail / Industrial
Rent Roll Total
Service Charge Total
Current Units
1275
Current Tenancies 968
Aviva Investors: Key Assets
One Liverpool Street, London
Leading mixed-use development.
Visit website →
The Bentall Centre, Kingston
The leading shopping centre for Kingston and South West London.
Visit website →
Barwell Business Park, Chessington
Range of high-specification units in stunning landscaped surroundings.
Visit website →
101 Moorgate, London
An exceptional landmark building.
Visit website →
Key Asset
The Bentall Centre, Kingston
The Bentall Centre stands as a landmark destination in Kingston upon Thames, offering an exceptional blend of retail, leisure, and dining experiences.
Featuring an impressive retail mix anchored by Fenwick department store and complemented by high-street favourites like Zara and H&M, alongside premium brands such as Apple, Hugo Boss, and COS.
Beyond shopping, visitors enjoy diverse dining options, cinema, leisure facilities, and year-round events.
The Bentall Centre
Key Statistics:
Annual Visitors 13m
Occupancy Rate 97%
Number of Stores
75
Number of Brands
1,000
Key Assets: Offices
Aviva Investors are actively involved in funding and developing new office spaces across the UK. This timeline shows Aviva Investors’ office developments.
The Harrison
Previously known as Curtain House
Size: Approx 40,000 sq ft
Target PC: Mid-September 2026
Pegasus Mayfair
Size: 77,000 sq ft Offices, Retail and Residential
Target PC: 22nd May 2026 (Offices) 29th May 2026 (Residential)
130 Fenchurch Street
Size: Circa 330,000 sq ft (18 Storeys)
Target PC: Q2 2030 - Currently in planning consultation stage and JLL advised on Stage 2
Visit website → Visit website → Visit website →
Key Assets: Industrial & Residential
Aviva Investors is a significant player in UK real estate, managing a substantial portfolio of £10 billion including industrial and residential real estate.
Industrial
The acquisition of a three-unit industrial asset, Trilogy Park, in Hampshire is a prime example of their investment in industrial real estate, alongside existing prime location developments such as Barwell Business Park in Chessington.
Residential
Aviva Investors recently announced 189 new singlefamily homes in Bedfordshire, marking the 10th single-family housing development in partnership with Packaged Living, the UK’s leading sustainable living specialist – increasing the total fund commitment in this sector to more than £500 million since 2021.
Customer Charter: The Aviva Investors Way
The Aviva Customer Charter outlines the foundational principles, behaviours, and standards that define Aviva Investors’ commitment to maximising customer satisfaction. As the Client Relationship Director, you will be instrumental in bringing this charter to life across JLL’s partnership with Aviva.
Charter
Framework
The charter consists of three key pillars:
1. Principles that guide strategic focus, decision making, and customer interactions.
2. Behaviours that define how teams work together and engage with customers.
3. Service Standards that establish consistent delivery at all customer touchpoints.
Core Principles
Care
• Prioritising customer satisfaction, wellbeing and safety.
• Cultivating relationships where customers feel heard, valued and connected.
• Understanding and meeting customer needs and priorities.
Commitment
• Keeping promises and taking ownership to be market leaders.
• Operating with ethics, transparency and integrity.
• Integrating sustainability into every decision.
Community
• Fostering inclusion, equity and belonging.
• Working as one unified team to deliver customer value.
• Creating positive impact for occupiers and local communities.
Confidence
• Innovating and overcoming challenges to support customer needs.
• Responding with flexibility, positivity and clear communication.
• Actively seeking feedback to continuously improve experience.
Customer Charter: The Aviva Investors Way
Key Behaviours
The Aviva Investors Way is defined by five core behaviours:
• We’re Ambassadors: Representing customers with empathy and building positive relationships.
• We’re Bold: Leading with curiosity, energy and confidence to navigate uncertainty.
• We’re Better Together: Collaborating effectively with accountability and transparent communication.
• We Meet Our Promises: Delivering with honesty, transparency and proactive expectation management.
• We’re Effective: Executing with excellence, prioritising effectively and resolving conflicts.
As Client Relationship Director, you'll embody these principles and behaviours to deliver exceptional customer service the Aviva Investors Way, creating consistent experiences that reflect our shared commitment to excellence.
Partnership Charter: The Aviva Investors Way
This Charter sets out the Values and Behaviours expected of all parties engaged in the tripartite partnership of Aviva Investors, Cushman & Wakefield and JLL.
It provides a set of expectations that the three partner organisations and our suppliers work to, as one shared operation.
Values and Behaviours
The following statements describe the operating environment and expectations that the Partnership aspires to:
Excellence: We aspire to be the best in the market, building trust, taking ownership and delivering on our promises. We will succeed together and embrace the vision of the Partnership. We all undertake to understand and embrace the business plan for each individual property asset, and each play our individual part in seeking to deliver against this business plan.
Inclusivity: We work together as equal partners based upon an inclusive and diverse relationship built on trust, respect and honesty. We actively seek different perspectives and listen to our various stakeholders.
Customer and Community-Centric: All our actions are based on delivering the best possible experience for our customers, our people, and our communities. We deliver these customer centric services with passion and pride.
Data-Driven, Insight-Led: We deliver exceptional data quality and utilise this, combined with market leading insight, to make decisions and take action.
Intuition, Innovation and Judgement: We foster a culture where people innovate to solve problems, knowing and feeling the right thing to do from our data and insight foundations. We recognise and share success.
About JLL
We believe in the power of real estate to shape a better world. Our innovative, intelligent and sustainable approach includes AI-driven solutions that help illuminate a brighter way forward.
Global reach and local presence
We’re a global firm of 110,000 people across 68 countries. This role will provide you with opportunities to access and share best practice on our global property management platform, collaborate with diverse teams, whilst maintaining a connection to your local stakeholders and community.
Inclusive and collaborative culture
You’ll join a business where culture and engagement aren’t just buzzwords. A business that values what makes our people unique and prioritises working together in award-winning workspaces, to create something better collectively.
Growth and development
We believe in harnessing the power of our people. Giving them the opportunity, knowledge, and tools to own their success – because your growth matters to us, professionally and personally.
A people-first approach
We understand that work is just one part of your life. We prioritise creating an environment where you feel engaged and fulfilled, with a focus on meaningfully blending life and work so you can always be the best version of yourself.
Commitment to a sustainable future
You will be part of a responsible business committed to supporting action that accelerates the transition to net zero, creating safe and healthy spaces, and providing fair and inclusive places that support equal opportunities and thriving communities.
The opportunity to shape the future of real estate for a better world
From helping unlock the potential of our buildings and people, creating brighter places for people to grow and thrive, and providing industry-leading expertise and local guidance at every turn, this senior JLL Property Management Board level role will empower you to drive the ambition of our business, shape the future of property management, and consolidate JLL’s position as a leader in the field.
Welcome to a brighter way.
jll.com →
JLL Property Management UK
We manage commercial property on behalf of real estate investors to help them add value and deliver their strategic asset plans. Our core services include Property Management, Facilities Management, Sustainable Operations and Investor Consultancy.
Building value for the future
We pride ourselves on our vertically integrated team that creates deep, strategic value across our operations. We work collaboratively across disciplines to deliver exceptional property management solutions that support long-term growth and success for our business and the clients we serve.
Empowered by data
Our property management approach is data-driven. We use cutting-edge technologies and analytical insights to make informed decisions that optimise asset performance across our managed portfolio. This datafirst approach helps clients reduce operating costs, deliver against their sustainability commitments, and support wellbeing.
Relentlessly focussed
We continually strive to perfect the delivery of our services as we build the best property management platform in the industry, become the market-leader in occupier experiences, attract and develop top industry talent, and be recognised as the property manager of choice.
Growth enablers
We believe in harnessing the power of our people. Giving them the opportunity, knowledge, and tools to own their success – because your growth matters to us, professionally and personally.
Our specialisms include
• Office
• Retail & Leisure
• Mixed-use estates
• Industrial & Logistics
• Residential Role Briefing Client Relationship Director – Aviva Investors
Job Description
Title:
Client Relationship Director - Aviva Investors
Reporting To:
Head of Clients, JLL Property Management
Overview:
Lead the prestigious portfolio for Aviva Investors within JLL Property Management, overseeing 200+ high-value assets totalling 21 million sq.ft. across retail, offices, industrial and new developments. This Director level role places you at the intersection of client strategy and operational excellence, empowering you to shape nextgeneration property management practices. As Client Relationship Director you’ll deliver exceptional value while embodying Aviva’s Customer Charter principles of care, commitment, community and confidence, setting new standards for institutional portfolio management in today’s evolving property marketplace.
Your Impact:
• Direct strategic management of Aviva’s £331 million annual rent roll portfolio including prime Central London offices and diverse commercial assets.
• Drive exceptional client experience through a tripartite partnership with Aviva Investors and Cushman & Wakefield.
• Lead matrix-managed specialist teams to deliver industry-leading property services.
• Champion technology and sustainability initiatives that transform asset performance.
• Achieve ambitious revenue and profitability targets through strategic growth.
The Role: Key Competencies
Leadership/People Management
• A proven leader of people, capable of getting the most out of multi-disciplinary team comprising of property managers, facilities managers, client accountants, and the various enabling teams.
• Provide outstanding leadership to maintain a high standard of service delivery encompassing technical innovation, sustainability and customer focus.
• Recruitment, motivation, performance management, goal setting, training and development of direct reports and, via them, all team members.
• Personality and standing to be an ambassador for the portfolio, representing the client, JLL, the property customers and community.
• A demonstrated ability to add value to a property asset through identifying value enhancing and/ or essential capital works, creating additional net lettable area, developing a value adding leasing strategy, etc.
Commercial/Financial Acumen
• A high level of financial aptitude, commercial acumen, analytical skills and computer literacy, with the ability to manage an independent profit centre.
• Lead the team to develop effective and accurate asset plans, budgets and financial reports.
• Ensure all asset plan and business plan KPI’s/ targets are achieved, including but not limited to, vacancy, revenue, capital expenditure, fees, net return to owner, debt, and risk.
• Ensure that an occupant retention program is developed, implemented, enacted and maintained.
• Identify opportunities to add value to the assets.
• Work collaboratively with the client to develop strategic plans for the properties, focusing on the asset positioning, leasing, capital works and marketing strategies.
The Role: Key Competencies
Qualifications and Experience
• Strategic Portfolio Leadership: Minimum 10+ years of progressive experience managing institutional-grade real estate portfolios, with demonstrable achievements in value creation and service excellence.
• P&L Accountability: Established record of financial stewardship in senior leadership positions, consistently delivering strong commercial outcomes and operational efficiency.
• 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, with quantifiable success expanding client relationships and service offerings.
• Prime London Portfolio Management: Significant experience overseeing premium Central London commercial assets, with deep understanding of the unique requirements and opportunities within this sophisticated market.
Customer Orientation
• Deliver exceptional quality service to the client, as assessed and measured by client feedback.
• Ability to communicate with, and engage with, stakeholders at all levels both externally and internally.
• Has a track record of ensuring first class customer experience is the very epicentre of the service, managing challenging customer needs with various occupiers.
• Receive high level of satisfaction from both occupants and owners in relation to building performance and execution of duties.
• Be able to demonstrate experience of implementing a customer experience strategy for a significant building or estate, ensuring that the quality of service is achieved through class leading performance to the agreed KPIs.
Professional Integrity
• Detail oriented, systematic, and diligent in approach to business and reporting.
• Demonstrates a strong adherence to moral and ethical principles and values such as honesty, honour, dependability, and trustworthiness.
• Able to articulate what professional integrity means to them.
• Approachable, empathetic, diplomatic, and good listener.
• Can demonstrate where morality and ethics have taken precedence, driving the values of their organisation or asset to the very core of its operation.
How to Apply
© 2025 Jones Lang LaSalle IP, Inc. All rights reserved.