Centre Manager

A Centre Manager (CM) is overall responsible for the success of the centre through his/her strong leadership ability.  The CM should focus 80% on SALES and 20% overseeing the operations.

Reports to: Operations Manager

Responsible for: Receptionist, Canteen Operator, Cleaners and gardener.

Centre Manager is responsible for or must:

  • Have a clear focus on generating profitable new sales and converting web leads.
  • Retaining existing clients (lease renewals)and upgrading existing clients where possible (expansion)
  • Managers the entire sales cycle from lead/enquiry, centre tour, follow up activity and closing client
  • Drives profitability in the centre by selling all products effectively and consistently (Office, On The Move options, parking, beverage etc)
  • Through excellent relationships with existing clients CM should get lead generation and referrals
  • Effectively managers the sales pipeline, active follow up, prompt replies and urgency to close the deal
  • Proactively managers the renewal process for existing clients, maintains existing clients and encourages expansion of existing clients where necessary
  • CM is accountable for the Centre Profitability, Centre Performance and Centre Success.
  • Managers the fingerprint security system with the CLA
  • Overseas the operations of the centre, including: repairs, maintenance, globe replacements along with the CLA. (20% is CM focus)
  • Deals with maintenance suppliers, plumbers etc (20% focus CLA mostly responsible)
  • Oversees that centre staff are adhering the dress code policy as set out in the policies and procedures
  • Ensures the centre team is delivering exceptional customer service and client’s needs are handled effectively and efficiently.
  • Conducts meetings to brief the team on daily workflow, prioritizing and delegating to the centre team in order to meet deadlines and customer needs
  • Clear communication with team on the performance of the centre, setting individual targets and team objectives
  • Ensure front of house (along with CLA), housekeeping (along with CLA), health and safety, visual and brand company standards are delivered and maintained.
  • Builds, managers, motivates and develops the centre team and their performance
  • Oversees/authorise staff attendance and leave etc (CLA responsible for attendance register and leave documents)
  • Partially assists with boardroom bookings/cancellations (along with CLA & Receptionist)
  • Ensures tenants contracts are up to date
  • Canteen profit and loss, and the processes around the running of the canteen (delegating tasks to CLA, Receptionist and Canteen Representative
  • Oversee the stocking of the canteen and purchasing of hot meals are done correctly
  • Be a role model to his/her team
  • Sign off on rent roll list monthly (presented by CLA)
  • Know what is going on in centre – complaints, queries or compliments (daily discussion with CLA)
  • Thoroughly understand all positions within the centre, if ever it is required for the CM to fill in the CM must know every detail of the position
  • CM is a backup to CLA in the instance of client complaints or will actively get involved if decisions are not within the CLA’s decision making level

Key Performance Requirements:

Essential 

  • Previous experience within a sales role – selling service solutions through direct sales or business to business sales
  • Proven track record within a sales environment – evidence of objection handling, prospecting and negotiation skills
  • Professional and clear communication skills coupled with the ability to network at a high level and build strong business relationships

Desirable

  • Proven success in meeting achieving new sales and the ability to meet and exceed targets
  • Proven ability to execute daily closing of sales (new or expansion)
  • Ability to generate new sales from networking, cold calling etc
  • Previous experience managing and motivating a team and encouraging consistently high performance.
  • Experience in account management and problem solving
  • Customer focus with the ability to build long-term relationships
  • Take ownership of internal Office and Co. reports and systems
  • Operations experience3 and management experience is a must
  • Experience within a serviced office or service related industry an advantage
  • Degree or diploma (not essential)
  • Proven track record preparing and managing budgets, utilising and understanding Profit and Loss reports to control and take corrective action as required
  • Oversee the monthly rent roll list for accounts (along with CLA)
  • Oversee / Assist with the launching of the Functions Venue

Competencies

  • PACE & AMBITION – Someone that is passionate about what they do and act promptly to achieve their goals
  • INSPIRING AND LEADING OTHERS – inspires and leads individuals toward higher levels of performance
  • CUSTOMER FOCUS – Dedicated to meeting and exceeding the expectations and requirements of all customers (Under promise and over deliver)
  • COMMERCIAL AWARENESS – Understands how business works and understands and applies commercial and financial principles
  • ACHIEVEMENT DRIVEN – Seizes opportunities to achieve and exceed both business and personal objectives
  • RESULTS ORIENTATED – Does what he/she says the will do! Commitment to delivering results and success
  • COLLABORATION – Working effectively and cooperatively with others building good working relationships and actively participating as a team member to move toward the completion of growth
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