Client Services Manager - Growth-Minded Organization

Title of Position:         Client Services Manager

Responsible to:           VP for Client Services 

Position Objectives:

The Client Services Manager is responsible primarily for the sales of the available workspaces at the Centre through ensuring its full occupancy, while providing clients at the Centre exceptional service. This role develops and implements client service strategies that will increase sales while ensuring positive experience for all clients at the Centre. Also shares the responsibility for the smooth operation and financial progression of the Centre, maintaining of accounting/invoicing systems, and improving and developing operations. Additionally, this role is responsible for the leasing of their home Centre (Collins Square), and any other local canters that may require leasing support.

Responsibilities:

Sales and Leasing 

• Leases vacant or upcoming office space, coworking packages, virtual offices and meeting rooms.
• Works closely with and builds relationships with brokers.
• Generates marketing ideas specifically for her/his location that support sales strategies.
• Includes contract administration tasks that are required to complete the sales process.
• Ensures all new tenants are introduced to the Centre and onboarded correctly.
• Conducts sales tours and follows up as required.
• Interacts with clients and builds relationships with them while ensuring their needs are being met.
• Creates ways of delivering exceptional client experience. 
• Develops and oversees the implementation of client service protocols.
• Resolves complex client problems or disputes in a professional manner.
• Keeps records and documentation of client interactions for development or improvement purposes.
• Prepares monthly and quarterly (or as required) reports to determine whether KPIs are being met and where there is room for improvement. 

Operations

• Manages building maintenance and repairs.
• Attends to facility related issues and ensures the good office environment is maintained. 
• Management of Centre presentation and cleaners, including kitchens.
• Other general office and administration requirements. 
• Coordinates all administrative activities and prioritizes workload as required.
• Develops and maintains administration systems and procedures. 
• Acts as the primary contact for all internet and other IT issues. 
• Works in conjunction with other staff and occasionally helps with other roles when staff are on annual/sick leave/conferences, etc. 
• Prepares any reports/file notes along with client requirements prior to client appointments.
• Provides assistance to the finance department with related queries and payments.
• Sets up of offices to ensure optimum presentation and leasing capabilities.
• Moving clients into their office space which requires: 
  • Patching of phone and internet lines.
  • Programming of phones in accordance to clients’ requirements.
  • Arrangement of office furniture in accordance to licence agreement.
  • Organisation/programming of security cards and keys.
  • Facilitation of car-parking when required.

Finance and meeting of KPI’s (Key Performance Indicators)

• Debtor control - management of outstanding accounts.
• Responsible of maintaining maximum capacity of the centre.
• Ensures all chargeable items are receiving maximum profits to meet centre budgets.
• Provides accurate invoicing and on a timely manner.
• Generates revenue for the Centre and for the business in general. 

Client Liaison

• Establishes good client relations.
• Networks through breakfast functions and corporate events.
• Provides response to queries and/or complaints to ensure the best outcome for FIGARI and the client.
• Ensures client retention is maintained at high levels.

Reporting

• Weekly Sales reports are required to be sent to the VP of Client Services.
• Quotes and Proposals are required to be prepared in an appropriate format in response to conferences and office leasing.

Human Resources

• Actively supports centre colleagues’ employee growth, progression and development. 
• Responsible for ensuring a good professional work environment.
• Stimulates and develops positive morale and team spirit which leads to productivity.
• Actively works toward developing personal skills and knowledge.
• Ensures that the centre is fully staffed, with leave periods covered.

Administration / Team Support

• Provision of up-to-date records, registers, and required licences.
• Assists with accounting and invoicing procedures. 
• Works in a team environment and is prepared to assist in all circumstances.

Key Qualifications:

• Graduate of a degree or a diploma course related to Business, Sales, Marketing or Communications. 
• Experience as Sales, Area or Centre Manager in flexible work space industry and from a reputable organization.  
• Has a good track record in sales, achieving and/or overachieving targets. 
• Has a wide range of network across industries. 
• At least 3 years work experience in customer facing roles. 
• Excellent communication skills and the ability to anticipate the needs of customers.
• Must have strong problem-solving skills and the ability to make sound judgment calls. 
• Willing to work on site from Monday to Friday.