Membership Manager - London
London
Operations – Coworking /
Full-time /
On-site
Work.Life is a flex workspace provider for businesses who care about people.
We believe that happy teams deliver measurable benefits for businesses. That’s why everything we do, from workspace design to delivering a best-in-class personal service, is designed to create happy working environments. We have shared workspaces across London, Reading and Manchester; with 7,000+ members; and an amazing team of nearly 70 work.lifers who share our ambition to redefine the workspace experience for the better.
Your role
We are looking for a talented and passionate Manager who is eager to take the reins of one of our Central London spaces.
You're a people-person, organised, insanely efficient; and someone who loves to build relationships and be at the heart of a thriving community.
Your role is to be the glue to keep our community together and to help make Work.Life a place where our members love to work, giving them everything they need to run their businesses smoothly. You're an essential part of our mission to make people's work-lives happier.
We trust our managers to run their spaces like their own business, which means operating the building excellently every day, driving sales and keeping the business profitable. If this is something you can handle; we want to hear from you.
Your day to day
Sales & revenue
· Be responsible for driving income in your space to achieve your budgets.
· You’ll own inbound membership enquiries for your space, as well as driving pro-active sales opportunities
· Build to 100% building occupancy by conducting great tours and effectively selling the space.
· Maintain occupancy by exceeding the expectations of your members, and by conducting effective contract renewals.
· Maximise revenue opportunities eg. meeting rooms & event hire, printing, customisation extras & short-term usage.
· Manage contracts and invoices relating to new and existing members.
Space operations
· Onboard new members effectively, getting them off to a great start.
· Manage the overheads in your space to achieve your budgets.
· Ensure the building runs smoothly and our facilities and amenities are kept to a great standard.
· Work directly with management on any issues to ensure the highest level of member experience and satisfaction.
· Update and complete membership records as appropriate to ensure information is accurate and current.
Create a collaborative community – internally & externally
· Build meaningful connections for our members through events, personal introductions, and networking.
· Check in regularly with members to understand their pain points, what’s working, and how we can continue to improve.
· Develop Work.Life’s presence with the wider local community: you're an ambassador for everything we believe in!
· Oversee events from weekly, space-wide events to unique events that you design and put on for your community.
· Update and complete membership records as appropriate to ensure information is accurate and current.
Sustainability
We're a proud BCorp! You'll support our sustainability goals here by:
· Upskilling in sustainability through onboarding & other training & joining Team power-hours & our online channels
· Supporting our annual & quarterly goals both as an individual in your role, and through the work of your team
· Using your charity hours ('Giving Back Days') to support a charity of your choice up to 4 days per year
· Supporting in delivering or participating in our fundraising, awareness and partnership activations & events
How you'll be measured in this role - Your KPIs
· Management of your P&L vs budget
· NPS (Net Promoter Score) vs. company target of 62
· Space Audit Score vs. company target of 90%
· Mystery Shopping Score vs. Target of 90%
About you
· You’ll have sales experience; and a successful track record of prospecting, developing, and closing clients.
· You’ll have demonstrated customer service experience – proven ability to add value to your customers.
· You’ll understand business operations, and ideally have experience operating a business unit or department.
· You’ll have an entrepreneurial spirit and be excited to run your own business.
We'd also love it if
· You have previous experience managing a small team.
· You are used to commercial responsibilities, having owned a P&L.
· You can demonstrate successful (small-scale) project management experience.
Our Values
We’re positive
You lift the mood in the room – celebrating success often & tackling problems & opportunities with positivity
We’re personal
You’re driven to get to know people and their challenges, tailoring your ideas and solutions to give a personal approach
We’re inclusive
You actively seek out ideas & opinions different to your own and incorporate them into your plans
We don’t stop at good
You’re always seeking opportunities to improve and sharing ideas to make Work.Life an even better place to work
We’re team 1st
You’ll support other teams & spaces, taking an interest in their work & giving feedback generously day-to-day to help others improve.
Why you’ll love Work.Life
Work happiness is our passion, and this starts with our own team. We offer a supportive working environment, plenty of training and development opportunities, competitive salary, monthly wellness package, team joy budget, quarterly socials and more, so you can work happier.
· A supportive & friendly team of hard-working people
· 33 days holiday per year incl. Bank Holidays (plus an additional day per year of service)
· £75/month towards your mental & physical wellbeing
· Team joy budget to be spent together with the team
· Unlimited coaching sessions per month through More Happi - our coaching partner
· Optional therapy available via Self Space - our mental health partner
· 4 paid charity days per year
· Quarterly team socials
· Discounts with brilliant local businesses
· Company Pension Scheme
· Cycle to Work & Dash E-Bike Schemes
· Salary-Sacrifice Nursery Benefits & Generous Parental Leave
The need to knows
· The start date for this role is as soon as you are available.
· The interview process will be three stages: a zoom interview and two face to face interviews
· The final interview will include a presentation and an opportunity to meet the team
· Viraj Mistry, Area Manager, will be the hiring manager for this role.
Ready to join the Work.Life way? We’re excited to hear from you.
At Work.Life, we’re committed to providing an inclusive environment for our team and our members, as we believe that diversity breeds a more innovative, creative, and caring culture.
We’re an equal opportunity employer. Everyone who applies to Work.Life will be considered for employment without attention to race, age, ethnicity, religion, sexual orientation, gender, family or parental status, or disability status.
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