Commercial & Experience Manager

2 Days Old

Location: Tide, BanksideHours: 40 hours per week, Monday to Friday - 8:30 am to 5:30 pm (occasional work outside normal business hours) Job Overview This senior site manager leads the overall performance of the centre, ensuring exceptional customer experience, strong commercial outcomes and full operational and compliance delivery. The role combines senior site leadership with hands‑on commercial ownership, driving revenue from coworking memberships and meetings & events while maintaining operational oversight. Responsibilities Commercial Performance & P&L Ownership
Deliver and exceed agreed monthly budgets and KPIs for the centre. Drive maximum revenue from coworking memberships and meetings & events. Use all available products and services (excluding office sales) to sustain and grow revenue. Monitor, forecast and control costs to ensure financial objectives are met. Support budgeting, forecasting and performance reporting as required.
Operations & Customer Experience
Ensure the smooth day‑to‑day operation of the centre. Maintain the highest standards of service, presentation and customer experience. Take responsibility for customers following handover from the Commercial Sales Executive, managing operational needs such as build works, move‑ins and onboarding. Act as the senior escalation point for customer issues, ensuring swift and effective resolution. Identify opportunities to improve processes, service delivery and operational efficiency. Ensure quality assurance processes are consistently applied.
People Leadership
Lead, manage and develop the on‑site team, including Experience & Events Assistant Manager, Community Hosts and Guest Experience roles (where applicable). Foster a high‑performance, customer‑focused culture through clear expectations, coaching and regular feedback. Manage recruitment, performance and conduct in line with HR processes including performance management and development planning. Conduct regular 1:1s and support continuous professional development in line with HR expectations.
Repairs, Suppliers & Facilities
Identify repairs and maintenance requirements and ensure timely resolution. Manage and approve supplier relationships in line with company policies. Drive cost efficiency, quality and speed through the use of compliant suppliers. Commission and oversee small repairs and minor fit‑out works as required.
Health & Safety
Complete all iAuditor checks and resolve any issues within acceptable timeframes. Manage the accident book and report all incidents, accidents and near misses. Compliance with RIDDOR. Review and update emergency evacuation procedures as necessary. Ensure appropriate health and safety arrangements are in place to minimise risks.
Required
Ensure all building related issues are reported via the property portal and oversee remedial actions are completed in a timely manner. Arrange annual mandatory H&S requirements for the centre and ensure certification is uploaded to the property portal. Strictly monitor contractors to ensure their working practices are in line with policies and processes and complete permit to works.
Qualities
Operate autonomously, managing priorities and delivering high‑quality outcomes with minimal supervision. Exhibit exceptional attention to detail, ensuring accuracy and excellence in all work outputs. Proven experience in meetings, events, hospitality or flexible workspace operations. Demonstrable experience in customer‑facing roles with a strong commercial and revenue focus. Confident in business development, relationship management and networking. Confident user of Microsoft Office 365 (Word, Excel and Outlook). Minimum Grade C in English and Maths (or equivalent). Fire Marshal (training provided). First Aid at Work Certificate (training provided).
Benefits
33 days annual leave (including bank holidays) Birthday off Volunteering days Discounted private medical insurance cover Life assurance Income protection insurance Payroll giving Cycle scheme NEST pension scheme Employee assistance programme Annual flu jabs and eye tests Training support package Enhanced maternity, adoption, shared parental and paternity pay Annual professional membership subscription
NewFlex is an equal opportunities employer. #J-18808-Ljbffr
Apply
Location:
Greater London
Job Type:
FullTime

We found some similar jobs based on your search