Community Manager

All GWS employees are expected to demonstrate our core competencies as outlined below. The role of Community Manager has unique requirements and duties; however, these responsibilities are to be executed within the organization’s framework of core values. GWS expects all employees to be high performing, self-motivated, learners and leaders. Summary: The Community Manager is accountable for the operational, service and financial performance of a business center. The Community Manager is responsible for personally driving revenue and occupancy and for supporting and guiding a small team of administrative professionals / Community Associates, ensuring the entire team is laser-focused on the right activities and executing flawlessly to drive revenue and occupancy. The Community Manager will support their team through leading, coaching, developing, and assisting to resolve issues/barriers, as appropriate.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Monitor and drive KPIs: Self-Generated Leads, NPS, eNPS, Retention, Occupancy, Revenue, Credits/Waives, Bad Debt, Center Readiness/Standards
• Execute calendar of business changes/trainings/communications (i.e. processes, procedures, products, services, initiatives)
• Manage staffing levels within their center, ensuring proper coverage levels
• Ensure the center team members are clear on how to consistently /flawlessly execute in line with our global procedures and policies.
• Recognize training needs and proactively educate for consistent execution. Identify any performance gaps to the Client Relationship Officer.
• Plan and execute core sales activities, accomplish proactive sales activities, ensure quality control, and meet revenue and occupancy objectives.
• Generate sales and grow revenue from new and existing customers, while increasing occupancy in the center.
• Manage the renewal process and strategy to meet/exceed retention targets and renewal increase targets.
• Ensure compliance to the collections process, minimizing any bad debt.
• Ensure the team is well trained and performing at a high level.
• Monitor and control purchase requirements/spending habits of the center. Oversee daily business processes and implement sufficient controls and risk management initiatives to ensure on-going compliance to overall company policies and procedures.
• Develop and implement social media content and strategy to enhance online presence, with support from the in-house marketing expert.

REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactory. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. A minimum of five years’ experience in business centre operations, serviced offices, client relationship management, hospitality or a closely related field.

EXPERIENCE

• Strong knowledge of IWG and the Regus brand, including products, services, operating procedures and service standards.
• Proven experience in staff management, preferably in a customer service-oriented role.
• Excellent interpersonal and communication skills to build relationships with tenants and staff.
• Strong organizational and multitasking abilities to handle various responsibilities simultaneously.
• Knowledge of office operations and facilities management.
• Familiarity with community building, event planning, and marketing strategies.
• Proficiency in using office productivity software and online platforms for communication and record keeping.
• Problem-solving skills to address tenant concerns and conflicts effectively.
• Must be able to work under own initiative, in a fast-paced environment.
• Positive, enthusiastic and able to adapt to fast-changing situations.
• Proven experience in staff management, preferably in a customer service-oriented role.
• Excellent interpersonal and communication skills to build relationships with tenants and staff.
• Strong organizational and multitasking abilities to handle various responsibilities simultaneously.
• Knowledge of office operations and facilities management.
• Familiarity with community building, event planning, and marketing strategies.
• Proficiency in using office productivity software and online platforms for communication and record keeping.
• Problem-solving skills to address tenant concerns and conflicts effectively.