Client Services Manager

Job Description: Client Services Manager (Other Revenues & Engagement)

Job Summary:

The Client Services Manager is responsible for overseeing the overall revenue generation and client satisfaction related to ancillary products, including pro-working (coworking spaces), meeting rooms, virtual offices, events and CASA. This role involves managing and mentoring her team, developing and executing strategies to drive revenue growth, and ensuring a high level of client satisfaction and engagement.

Expansion Commissions, Variable incentives

Key Responsibilities:

1. Revenue Generation and Strategy

2. Revenue Targets: Develop and implement strategies to achieve and exceed revenue targets for pro-working spaces, meeting rooms, and virtual office services.

3. Sales Leadership: Guide her team in executing sales strategies and achieving their individual and team revenue goals.
4. Upselling Strategies: Oversee and support initiatives to upsell additional services to existing clients, ensuring alignment with their needs and maximizing revenue opportunities.

5. Client Engagement and Satisfaction

6. Client Relations: Manage high-level client interactions, address complex issues, and ensure exceptional service quality across all additional services.

7. Engagement Activities: Supervise the planning and execution of engagement activities and events, aiming to enhance client experience and foster a strong sense of community within pro-working spaces.

8. Operational Efficiency

9. Hub Utilization: Ensure efficient use of the hub booking platform, focusing on optimizing booking processes and reducing manual interventions.

10. Administrative Oversight: Oversee administrative tasks related to documentation, reporting, and CRM data management to support effective service delivery and revenue tracking.

11. Product and Service Improvement

12. Feedback Integration: Collect and analyze client feedback for pro-working, meeting rooms, and virtual offices to identify and implement service improvements.

13. Market Analysis: Conduct research on industry trends and competitor offerings, using insights to propose and drive enhancements to the services offered.

14. Team Collaboration and Development

15. Team Management: Provide leadership and support to her team, ensuring their development and alignment with business goals.

16. Training: Facilitate ongoing training and development for team members to enhance their skills and keep them informed about new products and strategies.

Key Performance Indicators (KPIs):

1. Total Revenue Achievement (60%): Measure overall revenue performance for pro-working services, meeting rooms, and virtual offices, ensuring targets are met and exceeded.
2. Client Satisfaction and Engagement (10%): Assess client satisfaction through feedback and surveys, and track participation in engagement activities to ensure high levels of satisfaction and active involvement.
3. Hub Utilization Efficiency (10%): Evaluate the effectiveness of the hub booking platform, focusing on the percentage of bookings made through the platform versus manual methods, booking process times, and user feedback.
4. Revenue Growth from Upselling (20%): Track the success of upselling efforts, measuring the increase in revenue from existing clients transitioning to higher-value products and services.

Minimum competencies -

Proficient Oral and Communication Skills

Strong sense of Business Acumen

Financially-Savvy

Exceptional Customer Service

Strong Project Management

Time Management

Business and Market Trend Analysis

Interpersonal Skills

Minimum qualifications

Three (3) Years Well-established Experience with Account Management and handling Service Delivery preferably managerial or at least supervisory role.

Well verse in MS office and presentation tools (Photoshop, PowerPoint, Adobe Premiere, MailChimp, etc.)

Solid background with Project and Time Management

Exceptional Level of Commitment towards Customer Experience