The City Manager is a pivotal leadership role responsible for overseeing 4-6 centerswithin a geographic area. The position focuses on ensuring operational excellence,achieving revenue targets, fostering team development, and maintaining superior customer service and center standards. This leader will be accountable for end-to-end operations, talent management, and strategic planning to meet organizationalgoals.
Key Responsibilities: what we expect
Strategic Planning and Execution:
Develop and implement a comprehensive city plan ensuring revenue growth andoperational compliance.Drive accountability across centers to achieve service and performance standards.
Team Leadership and Development:
Lead and develop the community team, ensuring proactive recruitment and talentcultivation.Oversee scheduling, performance management, and resource planning for theteam.Collaborate with the Deputy City Manager for onboarding and continuous training.
Revenue and Retention Management:
Maximize revenue and retention through best-in-class customer engagement and
sales processes.Ensure compliance with billing and collection standards to minimize bad debt.
Operational Oversight:
Conduct regular center visits for compliance checks, operational improvements,audits, and staff coaching.Analyze city performance results to identify opportunities and resolve issuespromptly.Ensure the Center Monthly Activity Planner is completed and that the Communityteams are executing in accordance with the agreed actions and timeline, with support from the Deputy City Manager.
Collaboration and Compliance:
Work with sales and functional departments to implement initiatives and drivecollective success.Address customer escalations and ensure adherence to company policies andprocedures.
Best-in-Class Tours:
Ensure you and your team deliver exceptional tours that highlight the value andfeatures of the centers.Tailor tours to align with customer needs, showcasing how the center can meet their goals.
Completion of Visit Forms:
After each interaction or tour, ensure a visit form is accurately and thoroughlycompleted.Use the form to capture customer feedback, interests, and potential objections.
Asking for the Business:
Train and empower the team to confidently and directly ask prospective customersfor their commitment during or after the tour.Encourage follow-up strategies that maintain engagement and demonstrate thevalue of the offer.
Collaboration with the Salesforce:
Ensure that all visit forms are sent promptly to the city Area Sales Manager (ASM).This allows for alignment on sales strategies and timely intervention if needed.
Success: how we measure it
Driving the profit performance of your city, which includes:
Growing Revenue & OccupancyRetaining CustomersSupporting New SalesGrowing Service RevenueOpening New Centres in Alignment with Targets
Driving material growth of the customer base and the network user base in yourcity
Growing and developing talent within your city
Deliver operational excellence across your city
Requirements: what it takes to be successful
A strong understanding of business operations, preferably within Coworking and Hospitality Business.Excellent communication skills and the ability to manage multiple prioritieseffectively.Experience with leading through others, delegating with accountability and driving improved performance within an engaging and positive culture.Strong analytical and problem-solving abilities.Proven customer service experience with the ability to hold accountability, de-escalate and resolve conflict effectively, fantastic communicator.Ability to work independently and as part of a team and to consistently travel across the city to perform centre visits and work with the teamDynamic, positive, enthusiastic, and able to adapt to fast-changing situations.Organized, flexible, adaptable, and able to work in fast-paces growth environments.Experience and confidence using MS Office and other basic IT equipment.Proficient in basic computer skills (Word, Excel, Outlook) and strong verbal andwritten communication skillsHigh School Diploma or equivalentLegally eligible to work in the Country and at least 18 years old.
Ideal Candidate Profile:
Leadership Skills: Proven ability to lead, inspire, and manage multi-location teamseffectively.Operational Acumen: Strong background in operational management, financial oversight, and customer service excellence.Analytical Abilities: Capable of analyzing reports, spotting trends, andimplementing timely solutions.Collaborative Mindset: A team player who fosters cross-functional relationships toachieve shared goals.Customer-Centric Approach: Committed to delivering superior service andretaining clients.
This role is ideal for a dynamic, results-oriented individual who thrives in a fast-paced, multi-center environment and has a track record of driving both revenue andoperational excellence.