City Manager

Apply for the City Manager role at International Workplace Group plc.

Location:

United States.

IWG is the unrivalled global leader in flexible workspace, six times the size of our nearest competitor. With 14 different brands, an impressive array of support services, and a world‑class, end‑to‑end digital platform, we help more than 8 million people and their businesses work more productively. We provide workspace for the world’s largest companies, delivering sustainable demand and income for our partners.

Digitalisation and new technologies transform the world of work, offering personal productivity benefits and financial and strategic advantages. Our customers span start‑ups, SMEs and large multinationals, all seeking work spaces and communities that match their needs and preferences. Through Regus, Spaces, No18, HQ, Signature and more, we serve the whole world of work, creating personal, financial and strategic value for businesses and individuals alike.

The City Manager is a pivotal leadership role responsible for overseeing 4–6 centres within a geographic area. The position focuses on ensuring operational excellence, achieving revenue targets, fostering team development, and maintaining superior customer service and centre standards. This leader will be accountable for end‑to‑end operations, talent management, and strategic planning to meet organisational goals.

• Develop and implement a comprehensive city plan ensuring revenue growth and operational compliance.
• Drive accountability across centres to achieve service and performance standards.
• Lead and develop the community team, ensuring proactive recruitment and talent cultivation.
• Oversee scheduling, performance management, and resource planning for the team.
• Collaborate with the Deputy City Manager for onboarding and continuous training.
• Maximise revenue and retention through best‑in‑class customer engagement and sales processes.
• Ensure compliance with billing and collection standards to minimise bad debt.
• Conduct regular centre visits for compliance checks, operational improvements, audits, and staff coaching.
• Analyse city performance results to identify opportunities and resolve issues promptly.
• Ensure the Centre Monthly Activity Planner is completed and that community teams execute agreed actions in accordance with the timeline.
• Work with sales and functional departments to implement initiatives and drive collective success.
• Address customer escalations and ensure adherence to company policies and procedures.
• Deliver exceptional tours that highlight the value and features of the centres, tailored to customer needs.
• Complete visit forms accurately and thoroughly after each interaction or tour, capturing customer feedback and potential objections.
• Train and empower the team to confidently and directly ask prospective customers for commitment during or after the tour.
• Ensure all visit forms are sent promptly to the City Area Sales Manager (ASM) for alignment on sales strategies.

• Driving profit performance through growing revenue and occupancy.
• Retaining customers and supporting new sales.
• Growing service revenue and opening new centres in alignment with targets.
• Increasing material growth of the customer base and the network user base in the city.
• Developing talent within the city.
• Delivering operational excellence across the city.

• A strong understanding of business operations, preferably within IWG.
• Excellent communication skills and the ability to manage multiple priorities.
• 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.
• Ability to work independently and as part of a team, consistently traveling across the city for centre visits.
• Dynamic, positive, enthusiastic and adaptable to fast‑changing situations.
• Organised, flexible and able to work in fast‑paced growth environments.
• Experience and confidence using MS Office and other basic IT…