Deputy Centre Manager

Our client is seeking a dedicated and personable Deputy Centre Manager which aims to boost the sales, community engagement, operational, and financial performance of our clients’ centers. Additionally, it supports the Centre Manager in achieving overall performance goals and manages a network of centers. This role is crucial in driving commercial and financial success while supporting overall performance. The Deputy Centre Manager will focus on enhancing sales, community engagement, and operational efficiency and report to the Centre Manager and will be supported by an Assistant Centre Manager, a Customer Experience Assistant, a Maintenance Technician and an Innovation Director who provides business support to companies.

This is a full-time permanent role offering £38,000-£40,000 DOE. Working hours are 8.30am - 5pm, Monday - Friday although flexibility will be required to meet the needs of the business.

Role Objectives:

• Commercial Excellence: Overall management and accountability for commercial performance, delivering all aspects of sales, marketing, operational activities and standards for the center to attract new customers and ensuring the retention of existing occupiers.
• Profile and Reputation: To work with the Centre Manager to build and sustain a dynamic and engaged business community 'Two Buildings, One Community’ through events, regular communications and facilitation of connections.
• Relationship and Account Management: Support the Centre Manager to cultivate the working partnership between our client and their clients, along with other partners to identify and develop areas of collaboration and joint initiatives.
• Operational Excellence: Deliver a world class service to the center community in facilities, support and collaborative connections and the training and development of center staff

Duties & Responsibilities:

Sales and Marketing

• Promote and sell the available space to drive occupancy and footfall at agreed revenue rates
• Liaise with the CM and the central marketing team to identify, recommend and implement local marketing initiatives.
• Maintain an awareness of the range of services and promote to partners and clients
• Maintain awareness and interest in the occupying businesses whilst also signposting relevant business support contacts as necessary
• Implement community initiatives to encourage connections and collaborations between key stakeholders, partners and customers

Financial

• Provide Financial Management Information on monthly billing, revenue collection and financial reporting, demonstrating good understanding of P & L reports and managing costs
• Support completion of annual budgets with CM providing recommendations on price increases, proposed local strategies and CAPEX (capital expenditure) requirements
• Control cost lines in the business within budgetary guidelines.
• Make recommendations on OPEX (operational expenditure) cost savings

Operational

• Set, monitor and develop the standards of the building’s presentation, including cleanliness, health and safety and security, by implementing the agreed standard operating procedures and monitoring criteria with the center team
• Develop a culture of quality service and customer care in all areas by encouraging open and honest feedback from the staff and tenants, through regular tenant surveys and coaching
• Promote and build the center’s reputation for exceptional standards of customer care
• Ensure that an appropriate competent employee is always on duty and able to deal with emergency procedures
• Attend training courses and meetings as and when requested to do so, being responsible for own development

Team Development

• Team management, to include Assistant Centre Manager, Customer Experience Assistant and Maintenance Technician and temporary cover as required.
• Manage recruitment, development and coaching of the center team to meet and exceed the required standards of performance and service levels to ensure that the center achieves the operational standards set by the Company
• Complete regular 121’s, quarterly reviews and an annual appraisal for direct reports in line with the businesses 'People First Strategy’ and against the company competency model

Experience:

• Experience in the operational running of a similar project or a comparable operation is desirable; or demonstrable transferable experience in a customer service / facing environment.
• Clearly identifiable management skills within a service environment
• Refined networking skills
• Evidence of excellent negotiation skills within previous roles
• Able to communicate effectively and engage with relevant stakeholders/ high-level contacts.

Personal Competences:

• Highly self-motivated and self-sufficient
• Proactive with a desire to contribute to the company more widely
• An interest in enterprise, entrepreneurial activity and working to create a lively, dynamic business environment
• A keen technology and IT user, adept at social media and communication on and offline
• Able to motivate, lead and delegate tasks appropriately
• A confident and enthusiastic person able to mix with all types of people and to provide a friendly, natural professional public image
• Client and customer services focused