City Manager

Overview

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.

About The Company IWG is the unrivalled global leader in flexible workspace, six times the size of our nearest competitor. With 14 brands and a world-class, end-to-end digital platform, we connect companies to workspace and are invested in our customers’ success. Our companies help more than 8 million people and their businesses to work more productively, delivering sustainable demand and income for our partners.

Learn more at  and about our location initiatives at

• Strategic Planning and Execution:
  Develop and implement a comprehensive city plan ensuring revenue growth and operational compliance. Drive accountability across centers to achieve service and performance standards.
• Team Leadership and Development:
  Lead and develop the community team, ensuring proactive recruitment and talent cultivation. Oversee scheduling, performance management, and resource planning. Collaborate with the Deputy City Manager for onboarding and continuous training.
• Revenue and Retention Management:
  Maximize revenue and retention through best-in-class customer engagement and sales processes. Ensure compliance with billing and collection standards to minimize bad debt.
• Operational Oversight:
  Conduct regular center visits for compliance checks, operational improvements, audits, and staff coaching. Analyze city performance results to identify opportunities and resolve issues promptly. Ensure the Center Monthly Activity Planner is completed with execution by Community teams, with support from the Deputy City Manager.
• Collaboration and Compliance:
  Work with sales and functional departments to implement initiatives and drive collective success. Address customer escalations and ensure adherence to company policies and procedures.
• Best-in-Class Tours:
  Ensure you and your team deliver exceptional tours that highlight the value and features of the centers. Tailor tours to align with customer needs and goals.
• Visit Documentation:
  After each interaction or tour, ensure a visit form is accurately completed to capture customer feedback, interests, and objections. Train and empower the team to ask for the business during or after tours and to pursue follow-up strategies that demonstrate value.
• Sales Alignment:
  Ensure that all visit forms are sent promptly to the City Area Sales Manager (ASM) for alignment on sales strategies and timely intervention if needed.

• Drive profitability by growing revenue and occupancy, retaining customers, supporting new sales, growing service revenue, and opening new centers in alignment with targets.
• Grow the city’s customer base and network users, and develop talent within the city.
• Deliver operational excellence across the city.

• Strong understanding of business operations, preferably within IWG.
• Excellent communication skills and the ability to manage multiple priorities effectively.
• Experience 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 de-escalate and resolve conflict.
• Ability to work independently and as part of a team; willingness to travel across the city to perform centre visits and work with the team.
• Dynamic, positive, adaptable, and able to thrive in fast-changing environments.
• Organized and flexible; proficient in MS Office (Word, Excel, Outlook) and basic IT skills; high school diploma or equivalent.
• Legally eligible to work in the country and at least 18 years old.
• Other tasks as assigned based on company needs.

• Leadership:
  Proven ability to lead, inspire, and manage multi-location teams.
• Operational Acumen:
  Strong background in operational management, financial oversight, and customer service excellence.
• Analytical Abilities:
  Capability to analyze reports, spot trends, and implement timely solutions.
• Collaborative Mindset:
  Team player who fosters cross-functional relationships to achieve goals.
• Customer-Centric Approach:
  Committed to delivering superior service and retaining clients.

The role involves standard office duties and travel across the city to perform center visits. Physical requirements include occasional bending, lifting, and the ability to operate computers and other devices. Please review the Field Operations Physical Requirements for a full overview.

• Mid-Senior level

• Full-time

• Other
• Industries:
  Facilities Services

Note:

This posting may include references to related opportunities and…