RSMD - Soft Landings Manager

Soft Landings Manager Regent Street Management Direct

Contents 4. Introduction 5. JLL 6. The Crown Estate & Regent Street Portfolio 8. RSMD 10. Role Profile - Soft Landings Manager 13. Programme Timeline

Dear Applicant, Thank you for taking the opportunity to consider applying for the appointment of Soft Landings Manager for Regent Street Management Direct (RSMD). Over the past 13 years RSMD has gone from strength to strength. Combining the strategy and vision of The Crown Estate together with JLL’s first class Property and Asset Management division, RSMD has created a truly unique platform to provide an operational service delivery model that can only be described as outstanding. Regent Street is an internationally recognised destination located in the heart of London’s West End providing some of the best retail, office, residential and leisure accommodation in the world. The Crown’s continued investment strategy across the Estate ensures that Regent Street remains a globally renowned destination.

JLL is a financial and professional services firm specialising in real estate services and investment management. They have more than 70,000 people in more than 1,000 locations in 80 countries serving the local,

regional and global real estate needs of their clients. JLL is an acknowledged industry specialist in Property and Asset Management for property investors. They are dedicated to adding value to their clients’ assets, reducing operational risk and maximising value for money through the delivery of high quality landlord services to occupational tenants. With over 600 experienced, office-based staff and 650 site-based personnel operating across its extensive UK regional service platform, JLL provide a consistent, market-leading service across all sectors and geographies, managing commercial and retail assets for leading UK and international fund managers, property companies, the government, banks, receivers and financial institutions. JLL’s service is co-ordinated and delivered by bespoke service delivery teams located across their regional network of offices and their headquarters in Central London. RSMD is a vital part of JLL’s Central London team, sitting within the wider Property & Asset Management (PAM) business. It is not a separate legal entity although it adopts The Crown Estate’s Regent Street branding.

“Regent Street Management Direct is a core part of JLL’s Property and Asset Management operation and their relationship with The Crown Estate is strategically important to the wider JLL business. The team is integral in contributing to help shape and deliver The Crown Estate’s vision for the globally iconic Regent Street estate. Nick Lees, Lead Director JLL Property & Asset Management

The Crown Estate belongs to the reigning monarch ‘in right of The Crown’, that is, it is owned by the monarch for the duration of their reign, by virtue of their accession to the throne. But it is not the private property of the monarch - it

cannot be sold by the monarch, nor do revenues from it belong to the monarch. The Crown Estate are successful placemakers, working in partnership with substantial global investors to lead and implement projects that make the most of its assets. As owners of the whole of Regent Street freehold, in partnership with NBIM and with 50% of the buildings in St James’s, Mayfair, they are currently delivering a £1.5 billion investment and redevelopment plan in the heart of London’s West End. Through sales and acquisitions, property development and active asset management The Crown Estate takes advantage of a dominant position in its areas of specialism to enhance the quality of its investments and make-up of the portfolio. Regent Street The Portfolio With a street frontage of two kilometres and over 10,000 people employed there, Regent Street also receives more than 7.5 million tourist visits a year. The Grade II listed buildings also represent some of the most distinguished and recognisable architecture in London. Its 1.5 million ft of flagship retail space is home to one of the finest collections of international brands in the world including; Apple, Burberry, Hugo Boss, J.Crew, Kate Spade, Michael Kors and Polo Ralph Lauren. Regent Street is also one of London’s leading business locations by value with around half of Regent Street’s worth is in its office space. It offers one million ft of space, comprising both small offices for growing businesses, and large, modern office floor space for international companies such as BBH, Lloyds TSB and Telefónica.

£328.8 million Net revenue profit up 8.1% compared to 2016

£13.16 billion Capital value up 2% compared to 2016

Being branded independently from both JLL and The Crown Estate, RSMD is afforded the opportunity to offer a closer alignment to not only the tenants but also the customers of the Street. This positioning of independence allows RSMD to act in the very best interest of the operational progression of Regent Street.

RSMD is structured around five primary business areas: • Facilities Management for the day-to-day running of the services in the buildings and the management of service providers and partners. • Property Management including a landlord and tenant consultancy and oversight of the property accounting team. • Leasing comprising small office lettings (Regent Street Office Direct) and residential lettings (Regent Street Home). • Customer Experience for setting the strategy for managing key relationships with customers and community stakeholders. • Sustainability, managing the client’s implementation of its responsible investment strategy in Regent Street.

The team comprises 54 people across these five areas of business, all based in Regent Street, excluding one accounts professional. In Regent Street, in addition to the principal office in Heddon House, the five building

clusters have small local offices or workstations in managed buildings. RSMD, with Regent Street Office Direct & Home, is responsible for:

A portfolio of 130 properties across retail, office, residential and leisure sectors

An annual service charge of approx. £20 million

An annual rent roll in excess of £160 million

Letting or renewing 150 office leases and 80 residential tenancy agreements per annum.

Approx. 80 properties with direct management responsibility

Role Profile - Soft Landings Manager Regent Street Management Direct (RSMD). Reports to: Head of RSMD Estate Management, working closely with the RSMD property management and facilities mangement team. Location and scope: Based at RSMD offices, Heddon House, 149-151 Regent Street, London W1B 4JD or any other property in the Regent Street Portfolio that may be nominated in its place. Key interfaces: The Crown Estate, RSMD FM, Senior Management and Property Management Teams, RSMD Engineering Manager and Development Teams (including Architects, Project Managers and Principal Contractors). Overview There is a broad consensus that buildings in operation do not perform as well as they could. Often there is a significant gap between predicted and achieved performance that results in part from short-comings in briefing, design and construction and in part from poor operation. Therefore, to ensure the most effective running of a building on behalf of the landlord combined with offering the very best operational space for the customer, it is essential that there is a clear soft landings strategy in place. Implementing this strategy from the design and development stage through to occupation will ensure that the transition is as “bump free” as possible. This transition needs to be considered throughout the development of a project, not just at the point of handover. The Client and their Development Team should commit to adopting a soft-landings strategy in the very early stages, the implementation if which being readily assisted by the Soft Landings Manager. This should include agreement to provide the information required for commissioning, training, facilities management and so on, and increasingly will include requirements for Building Information Modelling (BIM). The Soft Landings Manager will be the key interface throughout the design, development and occupation stages and will manage a range of stakeholders including The Crown Estate and their dedicated Development Team, RSMD service lines, customers and main contractors – managing and servicing their requirements accordingly. Key Duties: • Working with clients to fully understand their operational requirements and needs. • Fully understanding the MA requirements for a post works development handover, that enable it to mobilise a fully operational property free of major issues/concerns that bring it into conflict with occupiers and/or the client. • Work with the Client and the Property Manager to ensure that the design is appropriate for the end user. • Attending preliminary and all relevant ‘stage’ meetings during the development of project to familiarise themselves with the property and proposals and effects upon the operational management of the property post PC.

• To ensure the setup and maintenance of the soft landings process to manage and monitor its progress until completion, keeping precise records that document any client-agreed amendments affecting ‘risks’ to the ideals of soft landings and raising same concerns with the RSMD relevant SMT. • Review drawings/designs/proposed finishes/architecture and challenge any design or finish aspect that does not conform to the Clients soft landings guide or MA interests and elevate concerns effectively. • Challenge designs that prevent ease of planned preventative or reactive maintenance internally, externally and of plant and equipment, finishes and materials choice. • Be familiar with new technology in particular Building Information Modelling and aspects that will improve the sustainability credentials of the building. • Approving (from the soft landings and MA operational perspective) ‘readiness’ of the development for PC, in line with RSMD and client customer service values. • Provide written reports and progress trackers at all stages of the Soft Landings process. Support both theoccupiers’ initial fit-out process and subsequent licence to alter request process to ensure there is minimal conflict with the base-build or existing systems, that occupiers provide the full details in support of the LTA application and are aware of the limitations of the MA remit when approving LTA’s. With the PMs/FM’s and other stakeholders review occupier proposed drawings calling on the necessary consultants to ensure that fabric and M&E, Wayleave and other proposals are appropriate, advising on what the design will deliver to the end user and that license are in order before any works commence. • Increase both Client and occupier satisfaction for developments and projects post-PC, whilst reducing resultant cost and risk as far as possible.

Personality • Excellent communicator who will act as an ambassador for both The Crown Estate and Regent Street Management Direct. • Offering exceptional customer service in an environment that goes above and beyond the industry standard. • Positive approach to challenging situations. • Collaborative mindset – working with other areas of the RSMD business to resolve potential issues. • Strength in their convictions. • Highly organised. • Comfortable operating in a highly intense environment. Required Experience • Experience within the property management/project management industry. • Understanding of drawings, industry terminology, project stages and relevant terms used standardly in development forums.

• Report writing and presentation experience. • CAD viewing program training/use familiarity. Desired Qualifications • Recognised relevant qualification (Electrical or Mechanical). • IOSH / NEBOSH or similar. • Project Management qualification.

Programme Timeline

The Management Recruitment Group are exclusively mandated in partnership with JLL and The Crown Estate. All internal and external applications will be forwarded to MRG and included in the selection process. To apply or for a confidential discussion regarding this opportunity please contact Piers Edgar or Stephanie Howe of The Management Recruitment Group on Piers Edgar: 07792 222 621 or Stephanie Howe: 07932 717 431

Closing Date for Applications Sunday 27th August 2017. First Stage Selection Interviews 7th & 8th September 2017. Second Stage Selection Interviews 12th September 2017.

68 King William Street London EC4N 7DZ 0207 959 2368

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