Job Title: City Manager
Location: United States
Reporting To: Area Manager
Purpose:
The City Manager is a pivotal leadership role responsible for overseeing 4-6 centers within a geographic area. The position focuses on ensuring operational excellence, achieving revenue targets, fostering team development, and maintaining superior customer service and center standards. This leader will be accountable for end-to-end operations, talent management, and strategic planning to meet organizational goals.
Key Responsibilities: what we expect
• Strategic Planning and Execution:
o Develop and implement a comprehensive city plan ensuring revenue growth and operational compliance.
o Drive accountability across centers to achieve service and performance standards.
• Team Leadership and Development:
o Lead and develop the community team, ensuring proactive recruitment and talent cultivation.
o Oversee scheduling, performance management, and resource planning for the team.
o Collaborate with the Deputy City Manager for onboarding and continuous training.
• Revenue and Retention Management:
o Maximize revenue and retention through best-in-class customer engagement and sales processes.
o Ensure compliance with billing and collection standards to minimize bad debt.
• Operational Oversight:
o Conduct regular center visits for compliance checks, operational improvements, audits, and staff coaching.
o Analyze city performance results to identify opportunities and resolve issues promptly.
o Ensure the Center Monthly Activity Planner is completed and that the Community teams are executing in accordance with the agreed actions and timeline, with support from the Deputy City Manager.
• Collaboration and Compliance:
o Work with sales and functional departments to implement initiatives and drive collective success.
o Address customer escalations and ensure adherence to company policies and procedures.
• Best-in-Class Tours:
o Ensure you and your team deliver exceptional tours that highlight the value and features of the centers.
o Tailor tours to align with customer needs, showcasing how the center can meet their goals.
• Completion of Visit Forms:
o After each interaction or tour, ensure a visit form is accurately and thoroughly completed.
o Use the form to capture customer feedback, interests, and potential objections.
• Asking for the Business:
o Train and empower the team to confidently and directly ask prospective customers for their commitment during or after the tour.
o Encourage follow-up strategies that maintain engagement and demonstrate the value of the offer.
• Collaboration with the Salesforce:
o Ensure that all visit forms are sent promptly to the city Area Sales Manager (ASM).
o This allows for alignment on sales strategies and timely intervention if needed.
Success: how we measure it
• Driving the profit performance of your city, which includes:
o Growing Revenue & Occupancy
o Retaining Customers
o Supporting New Sales
o Growing Service Revenue
o Opening New Centres in Alignment with Targets
• Driving material growth of the customer base and the network user base in your city
• Growing and developing talent within your city
• Deliver operational excellence across your city
Requirements: what it takes to be successful
• A strong understanding of business operations, preferably within IWG.
• Excellent communication skills and the ability to manage multiple priorities effectively.
• Experience with leading through others, delegating with accountability and driving improved performance within an engaging and positive culture
• Strong analytical and problem-solving abilities
• Proven customer service experience with the ability to hold accountability, de-escalate and resolve conflict effectively, fantastic communicator.
• 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
• Dynamic, positive, enthusiastic, and able to adapt to fast-changing situations.
• Organized, flexible, adaptable, and able to work in fast-paces growth environments.
• Experience and confidence using MS Office and other basic IT equipment.
• Proficient in basic computer skills (Word, Excel, Outlook) and strong verbal and written communication skills
• High School Diploma or equivalent
• Legally eligible to work in the Country and at least 18 years old.
• Other task as assigned based upon company need.
Ideal Candidate Profile:
• Leadership Skills: Proven ability to lead, inspire, and manage multi-location teams effectively.
• Operational Acumen: Strong background in operational management, financial oversight, and customer service excellence.
• Analytical Abilities: Capable of analyzing reports, spotting trends, and implementing timely solutions.
• Collaborative Mindset: A team player who fosters cross-functional relationships to achieve shared goals.
• Customer-Centric Approach: Committed to delivering superior service and retaining clients.
This role is ideal for a dynamic, results-oriented individual who thrives in a fast-paced, multi-center environment and has a track record of driving both revenue and operational excellence.
Working conditions and Physical effort:
While performing the duties of this role, the Team Member will be required to engage in physical activities such as bending, lifting, reaching, and efficiently operating a computer, phone, and other communication tools. The role also requires the ability to remain in a stationary position for extended periods, as needed. Please review the Field Operations Physical Requirements for a full overview of the requirements.
