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.