Manager, Client Experience

Client Experience Manager will be instrumental in creating an extraordinary customer experience for UrbanWrk’s clientele. This role focuses on building a vibrant member community, maintaining high retention rates, developing strategic partnerships, and ensuring the highest standards of customer service and facility management.

• Create an amazing client experience: Create delightful experiences for clients to make them feel valued and appreciated.

• Facility Maintenance and Upkeep: Take accountability of highest standards of maintenance and upkeep of the premises and equipment. Regularly guide and monitor the facility team to ensure everything is in top condition.

• Event Management: Initiate, collaborate, and manage events aimed at member engagement and education. Plan and execute a variety of events, from networking sessions to educational workshops.

• Member Retention and Utilization: Implement strategies to maintain a 95% utilization rate through exceptional member experiences. Gather and act on member feedback to continuously improve the community experience.

• Customer Satisfaction and Improvement: Deliver exceptional customer satisfaction and encourage member feedback. Suggest and execute improvements based on member insights and feedback.

• Health, Safety, Cleanliness, Hygiene, and Security: Maintain strict protocols with zero deviation to ensure a safe, clean, and secure environment. Regularly review and update safety procedures as necessary.

• Inventory Management: Manage inventory of food, beverages, and office supplies to ensure availability and quality. Conduct regular inventory audits and restock as needed.

• Invoice and Billing: Oversee the invoicing process, ensuring all clients are billed accurately and on time. Address any billing discrepancies or client inquiries related to invoices.

• Budgeting & Forecasting: Prepare and manage the center’s budget, ensuring all expenses are tracked and reported accurately. Conduct financial forecasting to predict future financial performance and identify areas for cost savings.

Qualifications:

• Bachelor’s degree in Hospitality Management, aviation, business management or related field.

• Proven experience in a client-facing role, preferably within the managed office space or hospitality industry.

• Strong organizational and multitasking abilities.

• Excellent communication and interpersonal skills.

• Ability to work independently and as part of a team.

• Problem-solving skills and the ability to handle difficult situations with professionalism.

Key Competencies:

• Client-focused approach with a strong commitment to providing exceptional service.

• Detail-oriented with a proactive attitude towards problem-solving.

• Financial acumen and the ability to manage budgets and forecasts.

• Strong organizational skills and the ability to prioritize tasks effectively