Senior Experience Manager

I am seeking an exceptional Member Experience Manager to lead one of my clients premium workspace locations in Berlin.

As the heart and soul of the location, you\’ll be the go-to problem solver, momentum driver, and experience creator for their members.

The Role:

• Oversee all aspects of running the location, including hospitality, people management, member care, facilities, and spend control.
• Embody the company\’s values to deliver true hospitality.
• Lead your team by example and create an exceptional workplace experience for their members.

You will be Responsible for:

Member Experience and Hospitality

• Identify and address members\‘ needs, becoming their trusted go-to for assistance.
• Strategize and execute well-attended events catering to diverse member interests.
• Maintain high occupancy rates and Net Promoter Scores (NPS).
• Conduct effective site tours and work with the sales team on proposals.

Operations and Facilities Management

• Oversee facilities maintenance and performance of supply partners.
• Manage location\’s P&L and control costs creatively.
• Handle member billing, debt collection, and evictions when necessary.
• Prepare incident reports and manage move-in/move-out schedules.
• Manage, coach, and nurture your team to embody company values.
• Support the General Manager in strategic decision-making.
• Onboard new hires and provide ongoing training.

Sales and Community Building

• Conduct site tours, identifying prospective members\‘ needs.
• Manage renewals with a focus on unit profitability.
• Develop strong relationships with members and gather feedback.
• Animate the coworking community through events and enriched service offerings.

Qualifications:

• 2+ years of experience managing a hospitality/customer service business.
• Strong interpersonal, networking, and communication skills.
• Ability to train and inspire a team.
• Excellent organizational and multitasking abilities.
• Proficiency in Microsoft Office and strong IT skills.
• Event planning experience.
• Interest in wellness is a plus.

You\’re a Great Fit If:

• You can handle any member request, big or small.
• You\’re energized by people and excel at team management.
• Your attention to detail is noteworthy.
• You remain calm under pressure and in challenging situations.
• You\’re resilient and embrace unpredictable days as growth opportunities.
• You\’re willing to get hands-on while making strategic decisions for future success.

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