Job Title: City Manager
Location: United States
Reporting To: Area 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:
The City Manager is a pivotal leadership role responsible for overseeing 4-6 centers within a geographic area. The position focuses on ensuring operational excellence, achieving revenue targets, fostering team development, and maintaining superior customer service and center standards. This leader will be accountable for end-to-end operations, talent management, and strategic planning to meet organizational goals.
Key Responsibilities: what we expect
- Strategic Planning and Execution:
o Develop and implement a comprehensive city plan ensuring revenue growth and operational compliance.
o Drive accountability across centers to achieve service and performance standards.
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Team Leadership and Development:
o Lead and develop the community team, ensuring proactive recruitment and talent cultivation.
o Oversee scheduling, performance management, and resource planning for the team.
o Collaborate with the Deputy City Manager for onboarding and continuous training.
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Revenue and Retention Management:
o Maximize revenue and retention through best-in-class customer engagement and sales processes.
o Ensure compliance with billing and collection standards to minimize bad debt.
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Operational Oversight:
o Conduct regular center visits for compliance checks, operational improvements, audits, and staff coaching.
o Analyze city performance results to identify opportunities and resolve issues promptly.
o Ensure the Center Monthly Activity Planner is completed and that the Community teams are executing in accordance with the agreed actions and timeline, with support from the Deputy City Manager.
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Collaboration and Compliance:
o Work with sales and functional departments to implement initiatives and drive collective success.
o Address customer escalations and ensure adherence to company policies and procedures.
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Best-in-Class Tours:
o Ensure you and your team 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.
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Completion of Visit Forms:
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.
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Asking for the Business:
o Train and empower the team to confidently and directly ask prospective customers for their commitment during or after the tour.
o Encourage follow-up strategies that maintain engagement and demonstrate the value of the offer.
- Collaboration with the Salesforce:
o Ensure that all visit forms are sent promptly to the city Area Sales Manager (ASM).
o This allows for alignment on sales strategies and timely intervention if needed.
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.
