Deputy CIty Manager

Description

• Retaining Customers
• Maintain a thorough understanding of key services, products, and amenities to address client needs efficiently.
• Supporting New Sales
• Ensure the center remains "show ready" at all times by keeping common areas (business lounge, café, meeting rooms, etc.) clean, organized, and professional.
• Act as one of the primary points of contact for all clients and visitors.
• Opening New Centres in Alignment with Targets
• Addressing any other operational needs so clients can focus on their work.
• Exhibit professionalism by smiling, greeting clients warmly, and communicating effectively.
• Use the form to capture customer feedback, interests, and potential objections.
• Maintain a polished and professional business environment, taking pride in the center's appearance.
• Assist with ensuring the clients understand their online account as part of their set up and move- in
• Growing and developing talent within your city
• Support the City Manager in the recruitment of new Community Associates and talent cultivation.
• Demonstrate passion for customer service by surprising and delighting clients with proactive support.
• Identify opportunities to promote and sell additional IWG products and services.
• Responsible for on-boarding new Community Associates under the leadership of the City Manager in alignment with the global induction and onboarding framework.
• After each interaction or tour, ensure a visit form is accurately and thoroughly completed.
• Lead efforts to prepare and post daily Craigslist ads.
• Works with the Community Team to ensure NPS scores reflect the expected standards, addressing opportunities proactively as they arise.
• Take on other tasks and responsibilities as assigned, ensuring operational efficiency and client satisfaction.
• Be a resource for clients by providing information, recommendations, and assistance.
• The Deputy City Manager serves as the first point of escalation for customer complaints across the city.
• Serve as an extension of clients’ operations by managing essential office tasks:
• Conduct regular center visits for compliance checks, operational improvements, and perform audits as requested.
• Provide hands-on support such as troubleshooting basic technical issues or supporting furniture requests.
• Accurately capture and input daily service charges into the billing system.
• Deliver operational excellence across your city
• Ensure meeting rooms are setup and office customizations are coordinated
• Contribute to the center's revenue growth by maximizing client utilization of offerings.
• Delivering mail and packages.
• Offer administrative support, including copies, beverages, and other client needs.
• Answering phones and assisting with communications.
• Ensure you deliver exceptional tours that highlight the value and features of the centers.
• Tailor tours to align with customer needs, showcasing how the center can meet their goals.
• Driving material growth of the customer base and the network user base in your city
• Ensure the community team understands the activity plan and is executing in accordance with the agreed actions and timeline.

Requirements

• Proven customer service experience with the ability to hold accountability, de-escalate and resolve conflict effectively, fantastic communicator.
• Leadership Skills: Proven ability to lead, inspire, and manage multi-location teams effectively.
• A strong understanding of business operations, preferably within IWG.
• Operational Acumen: Strong background in operational management, financial oversight, and customer service excellence.
• Organized, flexible, adaptable, and able to work in fast-paces growth environments.
• Experience with leading through others, delegating with accountability and driving improved performance within an engaging and positive culture
• Analytical Abilities: Capable of analyzing reports, spotting trends, and implementing timely solutions.
• Ability to work independently and as part of a team and to consistently travel across the “city” to perform centre visits and work with the team
• Proficient in basic computer skills (Word, Excel, Outlook) and strong verbal and written communication skills
• Dynamic, positive, enthusiastic, and able to adapt to fast-changing situations.
• Excellent communication skills and the ability to manage multiple priorities effectively.
• Strong analytical and problem-solving abilities
• Experience and confidence using MS Office and other basic IT equipment.
• Legally eligible to work in the Country and at least 18 years old.
• High School Diploma or equivalent

Benefits

• Growing Service Revenue

Training + Development

Interview process

Visa Sponsorship

Security clearance