Operations Manager

Job Purpose: The Community Manager (CM) ensures exceptional service and a welcoming atmosphere for all customers and visitors in our community. They are responsible for conducting tours, presenting service options to prospective customers and focus on retaining current customers and nurturing new business prospects. Their primary objective is to achieve occupancy and profitability targets for their centre, while cultivating a vibrant community that attracts and retains customers across multiple locations in the city.

Reports to: City Manager.

Key Responsibilities: Serve as the primary contact for the centre, delivering professional and friendly service to all customers and visitors, ensuring an exceptional first impression. Maintain a “show ready” centre at all times by ensuring the pristine condition of business lounges, conference rooms, show offices and common areas, complying with Health & Safety standards. Enhance the customer experience through helpful onboarding, flawless move-ins and seamless transitions from day one, whilst ensuring smooth departures and gathering valuable feedback to improve our services. Drive incremental revenue by conducting tours with prospective customers. Generate leads by posting company-provided ads on social media and other websites (Craigslist, Kijiji, X, Facebook Marketplace, etc.) Maximise revenue opportunities by identifying potential offices, meeting rooms, memberships, upgrades, upselling, referrals, and renewals through quality interactions with customers and potential prospects. Manage Account Receivables (AR), including collections, escalations and renewals, while also meeting with new customers to complete the move-in process and deliver outstanding customer service. Leverage centralised marketing tools to execute local events, networking, and engage with partnerships and associations to drive community engagement. Capture and enter daily service charges in the billing system. Support training and development of Community Associate(s), stepping in when necessary to deliver customer mail, prepare meeting rooms, and assist with administration tasks. Provide a 5-Star business centre image by professionally greeting customers, communicating effectively, maintaining centre appearance, and continuously upgrading skills through available IWG training resources. Display a true passion for customer service by actively seeking ways to delight customers and guests, always going the extra mile for customer satisfaction – measured by the Net Promoter Score, with team members to achieve set targets. Other duties, as assigned.

Job Type: Full-time

Pay: ₹20,000.00 - ₹30,000.00 per month

Work Location: In person