- Location
- Bengaluru, India
- Department
- Operations
- Seniority
- Senior
- Source
- Keka
Description
The Senior Community Manager - Operations will oversee operations for a portfolio of 400,000 to 500,000 Sq. Ft. of office space, managing revenue exceeding INR 250 million annually. This role is centered on creating strong relationships, delivering exceptional customer experiences, and fostering a vibrant community while ensuring profitability. The ideal candidate will demonstrate strong business acumen, be an effective team player, a passionate trainer, and adept at hands-on implementation, all while managing the P&L for the city.
Key Responsibilities:
Customer Experience & Process Excellence:
- Drive outstanding customer experience by leading the team to meet and exceed client expectations.
- Ensure 100% implementation of SOPs to maintain operational consistency and excellence.
Team Leadership & Development:
- Recruit, train, and develop the operations team to adhere to company standards and processes.
- Foster a collaborative and motivating work environment, focusing on minimizing attrition and promoting Awfis' culture.
Community Management:
- Lead the Community Team to exceed member expectations by building a thriving, engaged community.
- Organize and manage member engagement events that foster networking, education, and business opportunities.
Revenue Generation:
- Directly and indirectly responsible for creating alliances and partnerships that drive additional revenue streams.
- Actively engage in initiatives such as networking events, hackathons, and engagement activities to boost seat revenue.
Operational Excellence:
- Ensure strict adherence to Health, Safety, Cleanliness, Hygiene, and Security protocols with zero deviations.
- Implement best practices for facilities management to maintain high operational standards across all locations.
City-Level Engagement:
- Network and attend city-based events, building relationships with local startups, organizations, and key stakeholders to increase brand presence.
- Lead CSR initiatives in the city through engaging community and member events.
P&L Management:
- Oversee the Profit & Loss (P&L) for the city, ensuring revenue targets are met while managing operational costs effectively.
We are seeking candidates who possess the following:
- Exemplary Customer Service Skills: Proven track record in delivering exceptional client experiences.
- Outgoing and Extroverted Personality: Able to engage easily with diverse groups of people.
- Interest in Current Affairs: Well-informed with a keen understanding of the world around you.
- Inherent Team-Player: Ability to work effectively in a collaborative team environment.
- Passion for Training and Development: Committed to mentoring and empowering others.
- Ambition for Continuous Growth: A desire to continuously enhance skills and knowledge.
- Enthusiasm and Active Participation: A proactive and involved approach to tasks and initiatives.
- Public Speaking Abilities: Capable of addressing and engaging large audience groups.
- Leadership Skills: Strong leadership qualities with expertise in Relationship Management, Operations, and Cost & Revenue Management.
- Growth-Oriented: Looking for candidates with a hunger for growth, aiming to take on increased responsibility over the next 3-4 years.
- Process-Oriented: Strong belief in adherence to process execution, with a focus on operational efficiency.
- Experience in Managing Multiple Outlets/Facilities: Proven experience in overseeing operations across various locations.
Eligibility Requirements:
- Experience: Minimum 8-10 years of relevant experience.
- Long-Term Experience: Must have worked with at least one organization for a minimum of 2 years.
- Revenue Management: Should have managed an annual revenue of at least INR 75 million.
- Proficiency in MS Office: Must be adept with Microsoft Office tools.
- Excellent Communication: Strong written and verbal communication skills.
- Educational Qualification: Graduate in any stream, with preference given to MBAs.
- Familiarity with Local Language: Proficiency in the local language is an advantage.
- Community Involvement: Member of Community Service Clubs or Social and Focus Groups/Clubs is a plus.
Skills
Customer ServicePublic Speaking