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Job Title: Deputy City Manager
Location: United States
Reporting To: City Manager
About the company
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.
Digitalization 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 workspaces 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 organizations 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: www.iwgplc.com and what we do for our partners: https://www.iwgplc.com/en-gb/develop-a-location
Purpose:
As a Deputy City Manager, you will partner with the City Manager to engage with new and existing customers across various industries, building a vibrant community across the 4 to 6 centers in the city area. In this role, you will oversee the onboarding and training of new Community Associates, support the City Manager with center audits, and ensure each center consistently upholds high operational standards. Additionally, you will act as the City Manager's backup in their absence.
Delivering exceptional customer service is a central responsibility of this role. Collaborating with the entire city team, you will ensure every client, prospect, and vendor enjoys a seamless and outstanding experience within the business center. As a key leader, the Deputy City Manager exemplifies IWG's philosophy of delivering "exceptional" service, a fundamental principle of the company's dedication to providing a superior customer experience.
In this role, you will play a vital part in giving customers compelling reasons to choose and remain with IWG. Your focus on operational excellence, customer satisfaction, and revenue growth-through upselling and cross- selling opportunities-will drive client loyalty and strengthen IWG's position as the provider of choice.
This role is ideal for individuals passionate about delivering top-tier service in a fast-paced, professional environment, where attention to detail and proactive problem-solving are essential for success.
Key Responsibilities: what we expect
City Leadership:
• Recruitment & Onboarding:
o Support the City Manager in the recruitment of new Community Associates and talent cultivation.
o Responsible for on-boarding new Community Associates under the leadership of the City Manager in alignment with the global induction and onboarding framework.
• Center Standards:
o Conduct regular center visits for compliance checks, operational improvements, and perform audits as requested.
o Ensure the community team understands the activity plan and is executing in accordance with the agreed actions and timeline.
• Customer Service & NPS:
o The Deputy City Manager serves as the first point of escalation for customer complaints across the city.
o Works with the Community Team to ensure NPS scores reflect the expected standards, addressing opportunities proactively as they arise.
Client and Visitor Interaction:
• First Impressions:
o Act as one of the primary points of contact for all clients and visitors.
o Provide a professional, friendly, and welcoming experience, creating a positive and lasting first impression.
• Client Assistance:
o Serve as an extension of clients' operations by managing essential office tasks:
o Delivering mail and packages.
o Answering phones and assisting with communications.
o Addressing any other operational needs so clients can focus on their work.
Operational and Facility Support:
• Client Support within the Center:
o Assist with ensuring the clients understand their online account as part of their set up and move- in
o Ensure meeting rooms are setup and office customizations are coordinated
o Provide hands-on support such as troubleshooting basic technical issues or supporting furniture requests.
o Offer administrative support, including copies, beverages, and other client needs.
• Center Appearance and Maintenance:
o Ensure the center remains "show ready" at all times by keeping common areas (business lounge, café, meeting rooms, etc.) clean, organized, and professional.
• Billing and Posting:
o Lead efforts to prepare and post daily Craigslist ads.
o Accurately capture and input daily service charges into the billing system.
Customer Service Excellence:
• Exceptional Service Delivery:
o Be a resource for clients by providing information, recommendations, and assistance.
o Maintain a thorough understanding of key services, products, and amenities to address client needs efficiently.
• Proactive Customer Engagement:
o Demonstrate passion for customer service by surprising and delighting clients with proactive support.
o Go beyond expectations to ensure client satisfaction.
Sales and Revenue Contributions:
• Tours, Upselling and Cross-Selling:
o Ensure you deliver exceptional tours that highlight the value and features of the centers.
o Tailor tours to align with customer needs, showcasing how the center can meet their goals.
o After each interaction or tour, ensure a visit form is accurately and thoroughly completed.
o Use the form to capture customer feedback, interests, and potential objections.
o Identify opportunities to promote and sell additional IWG products and services.
o Contribute to the center's revenue growth by maximizing client utilization of offerings.
Professional Representation:
• 5-Star Image:
o Exhibit professionalism by smiling, greeting clients warmly, and communicating effectively.
o Maintain a polished and professional business environment, taking pride in the center's appearance.
• Additional Duties:
o Take on other tasks and responsibilities as assigned, ensuring operational efficiency and client satisfaction.
Success: how we measure it
• Driving the profit performance of your city, which includes:
o Growing Revenue & Occupancy
o Retaining Customers
o Supporting New Sales
o Growing Service Revenue
o Opening New Centres in Alignment with Targets
• Driving material growth of the customer base and the network user base in your city
• Growing and developing talent within your city
• Deliver operational excellence across your city
Requirements: what it takes to be successful
• A strong understanding of business operations, preferably within IWG.
• Excellent communication skills and the ability to manage multiple priorities effectively.
• 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, fantastic communicator.
• Ability to work independently and as part of a team and to consistently travel across the "city" to perform centre visits and work with the team
• Dynamic, positive, enthusiastic, and able to adapt to fast-changing situations.
• Organized, flexible, adaptable, and able to work in fast-paces growth environments.
• Experience and confidence using MS Office and other basic IT equipment.
• Proficient in basic computer skills (Word, Excel, Outlook) and strong verbal and written communication skills
• High School Diploma or equivalent
• Legally eligible to work in the Country and at least 18 years old.
• Other task as assigned based upon company need.
Ideal Candidate Profile:
• Leadership Skills: Proven ability to lead, inspire, and manage multi-location teams effectively.
• Operational Acumen: Strong background in operational management, financial oversight, and customer service excellence.
• Analytical Abilities: Capable of analyzing reports, spotting trends, and implementing timely solutions.
• Collaborative Mindset: A team player who fosters cross-functional relationships to achieve shared goals.
• Customer-Centric Approach: Committed to delivering superior service and retaining clients.
This role is ideal for a dynamic, results-oriented individual who thrives in a fast-paced, multi-center environment and has a track record of driving both revenue and operational excellence.
Working conditions and Physical effort:
While performing the duties of this role, the Team Member will be required to engage in physical activities such as bending, lifting, reaching, and efficiently operating a computer, phone, and other communication tools. The role also requires the ability to remain in a stationary position for extended periods, as needed. Please review the Field Operations Physical Requirements for a full overview of the requirements.