City Manager

Job Title:

City Manager

Location:

United States

Reporting To:
Area Manager

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 for connecting companies to workspace, we’re fully invested in our customers’ success.

Our companies help more than 8 million people and their businesses to work more productively. We provide workspace for the world’s largest companies, delivering sustainable demand and income for our partners.

Digitalisation and new technologies are transforming the world of work. People want the personal productivity benefits of living and working how and where they want. Businesses want the financial and strategic benefits. Our customers are start‑ups, small and medium‑sized enterprises, and large multinationals. With unique business goals, people, and aspirations, they want work spaces and communities to match their needs. They want choice.

Through our companies we provide that choice, and serve the whole world of work:
Regus, Spaces, No18, HQ and Signature, just to name a few. We create personal, financial, and strategic value for businesses of every size. From some of the most exciting companies and well‑known organisations on the planet, to individuals and the next generation of industry leaders. All of them harness the power of flexible working to increase their productivity, efficiency, agility, and market proximity.

Learn more about what we do for our team members and customers:  and what we do for our partners:

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.

• Strategic Planning and Execution:
  • Develop and implement a comprehensive city plan ensuring revenue growth and operational compliance.
  • Drive accountability across centres 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 for the team.
  • Collaborate with the Deputy City Manager for onboarding and continuous training.
• Revenue and Retention Management:
  • Maximise revenue and retention through best‑in‑class customer engagement and sales processes.
  • Ensure compliance with billing and collection standards to minimise bad debt.
• Operational Oversight:
  • 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 the Community teams are executing in accordance with the agreed actions and timeline, 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 centres.
  • Tailor tours to align with customer needs, showcasing how the centre can meet their goals.
• Completion of Visit Forms:
  • After each interaction or tour, ensure a visit form is accurately and thoroughly completed.
  • Use the form to capture customer feedback, interests, and potential objections.
• Asking for the Business:
  • Train and empower the team to confidently and directly ask prospective customers for their commitment during or after the tour.
  • Encourage follow‑up strategies that maintain engagement and demonstrate the value of the offer.
• Collaboration with the Salesforce:
  • Ensure that all visit forms are sent promptly to the city Area Sales Manager (ASM).
  • Thi…