Role Overview
As Vertical Lead – Innovspace, you are the single‐point owner for all coworking operations, member experience, and financial performance. You will:
- Execute SOPs & OKRs defined by ED – Strategic Systems & Execution.
- Drive Occupancy & Churn: Ensure blended occupancy ≥ 85 % across all Innovspace sites and churn ≤ 5 %.
- Own Member Experience: Manage tours, onboarding, retention, and local community events.
- Manage Finances: Keep the Innovspace cluster cash‐flow positive each month.
- Oversee Administrative Functions: Supervise Admin Officers, Facility Team for vendor coordination, inventory, and administrative support.
- Ensure Compliance: Maintain ≥ 90 % SOP audit compliance and ≥ 90 % facility SLA uptime.
- Report Weekly to the GM on occupancy, cash flow, member feedback, operational issues, and risk escalations.
Key Responsibilities
2.1 Branch Operations & Governance
- Standardize Processes: Deploy and enforce SOPs (check-in/out, billing, safety, cleaning); conduct weekly spot-checks & quarterly audits.
- Staff Supervision: Lead Community Managers, Sales & Operations Coordinators, and Admin Officers; hold weekly 1:1s, set branch-specific KPIs, and drive accountability.
- Facility Readiness: Coordinate with Facilities & Maintenance to ensure all branches meet SLAs (utilities, Wi-Fi, cleaning, security).
2.2 Occupancy & Revenue Management
- Target Setting & Monitoring: Partner with the GM to establish monthly occupancy goals (desks, private offices, pods); track via CRM dashboards.
- Dynamic Pricing & Promotions: Develop pricing tiers, run limited-time promotions, and authorize up to 10% discounts to optimize yield.
- Upsell & Ancillary Sales: Execute cross-sell campaigns (meeting rooms, printing, pantry) to hit minimum upsell revenue targets.
- Revenue Recovery: Oversee collections, follow up on overdue invoices, and minimize bad-debt write-offs.
2.3 Member & Client Experience
- Pulse Surveys & NPS: Roll out monthly feedback surveys; analyze results, prioritize top 5 improvement areas, and close ≥ 90% of action items within 7 days.
- Community Programs: Plan & execute ≥ 2 events/branch/month (workshops, networking, wellness) with Community Managers and partners.
- Issue Resolution: Ensure 24-hour turnaround for high-urgency complaints; document trends and share root-cause reports with the GM.
2.4 Sales & Marketing Coordination
- Digital Campaign Collaboration: Plan, launch, and optimize lead-gen campaigns (social, SEM, email) with the Digital Marketing team; track CPL and conversion.
- On-Site Tour Management: Guarantee every lead receives a guided tour within 24 hours; partner with Sales Coordinators to close ≥ 25% of tours.
- Local Partnerships: Identify and onboard community partners (universities, corporates, NGOs) to drive trial memberships and event sponsorships.
2.5 Financial Stewardship & Reporting
- Branch-Level P&L Inputs: Supply the Finance Controller with weekly revenue, direct cost, and OPEX data; analyze variances > 5% and propose corrective actions.
- Forecasting & Resource Planning: Collaborate with the GM on rolling 12-week forecasts (headcount, events spend, maintenance budgets).
- Performance Dashboards: Deliver consolidated weekly dashboards (occupancy, churn, revenue mix, NPS) and a monthly pack (including qualitative risk log) to the GM.
2.6 SOP Execution & Continuous Improvement
- Field Feedback Loop: Host bi-monthly “Ops Retrospectives” to capture branch-level challenges and refine SOPs with ED – Strategy.
- Process Automation: Champion ≥ 1 digital/automation initiative per quarter (e.g., auto-triggered survey reminders, CRM workflows).
- Benchmarking: Monitor competitor offerings and local market trends; recommend service or pricing innovations.
2.7 Risk & Compliance Management
- Health & Safety Compliance: Ensure branches comply with local fire, building, and health regulations—coordinate annual inspections.
- Contract Oversight: Review and renew branch leases, vendor contracts, and service agreements with Legal Counsel.
- Issue Escalation: Maintain a live risk register; escalate “red-flag” issues (security breaches, outages, churn spikes) to the GM and ED – Operations within 24 hours.
2.8 Team Leadership & Culture
- Talent Development: Identify high-potential staff for cross-branch rotations and career progression;
- Culture Building: Embed Builder’s Code values (ownership, urgency, data-driven decision-making) through town halls and recognition programs.
- Succession Planning: Develop back-up Community Managers for each branch to ensure seamless continuity during absences.
Qualifications & Experience
- Education: Bachelor’s degree in Business, Hospitality, Commerce, or related discipline. MBA preferred.
- Experience: 3 – 5 years in operations or managerial roles within coworking/flexible workspace or similar service environments.
- Proven track record achieving occupancy and churn targets; managing member experience end to end.
- Experience supervising administrative staff or managing vendor relationships.
Technical & Analytical Skills:
- Proficiency with ClickUp (task/OKR tracking), ZohoBooks/Tally (billing/P&L overview), and Google Workspace.
- Familiarity with CRM platforms and basic facility management tools.
- Ability to build simple dashboards (Excel/Google Sheets) for occupancy, cash‐flow, NPS, and SLA tracking.
Leadership & Soft Skills:
- Ability to own site operations independently, coach staff, and enforce a high‐accountability culture (“Builder’s Code”).
- Excellent communication: presenting site‐level data to GM; coordinating with facility, finance, and HR teams.
- Strong problem‐solving: resolve member or facility issues quickly; escalate appropriately.
Job Type: Full-time
Pay: ₹28,000.00 - ₹40,000.00 per month
Benefits:
- Cell phone reimbursement
- Health insurance
- Paid sick time
- Provident Fund
Schedule:
Work Location: In person
Application Deadline: 24/06/2025
Expected Start Date: 01/07/2025
