COWRKS - Customer Relationship Manager

Roles and Responsibilities:

- A progressive professional with strong experience in catering sales, events and F&B sales including amenities and services.

- Experience of handling Room and F&B sales is an added advantage.

- The desired candidate is expected to have at least 3+ years of experience of working in hotels overlooking sales operations in banquets/ catering, events and other F&B related areas.

- The ability to build and maintain strong client relationships is imperative.

Summary:

- Functions as the single point of contact for all tenant and tenant employee-related strategic matters on the campus.

- Leads the direct reports and liaises with the leadership team, along with corporate leadership and cross-functional teams to ensure smooth operations and management of the Campuses.

- This role guarantees that engagement activities and revenue strategies are aligned with the Converge vision and standards by embodying the brand and prioritising the needs of tenants and tenant employees.

- It aims to enhance tenant satisfaction, increase revenues, and optimize financial performance while cultivating positive relationships with landlords and tenants.

- Furthermore, it involves devising and executing city/region-wide strategies to deliver products and services that exceed expectations.

Core Work Areas:

Tenant Experience:

- Weekly in-person meetings with tenants and their employees to enhance engagement and curate amenities and activations that motivate employees to return to the office.

- Accountable for conducting the tenant engagement survey and will be responsible for the scores achieved during the survey by a third party.

- Utilize this data to develop trends and insights that will drive continuous improvement in the campus performance.

- Liaise with tenants and support COWRKS transformation team on onboarding tenants onto the Converge app.

- Obtain regular feedback for all amenities and services deployed at the campus.

- Motivate employees to play a central role in customer care by bringing superior organizational skills, attention to detail, and passion to delight.

- Design and implement campus sales procedures and programs to ensure service consistency in all areas.

- Closely work with internal stakeholders and functions to ensure smooth functioning of all departments and collaboration in service.

Profitability and Revenue:

- Collaborate with Campus operations manager to create annual budgets.

- Develop and maintain operating budgets for city and/or regional locations.

- Accountable for meeting the campus SOH budget by coordinating with retail leasing, marketing, training, technology, and other teams to execute campus amenities, activations, promotions, and events.

- Responsible for achieving food hall revenue through catering events and upselling menus.

- Prepare and review reports along with financial statements to determine performance against budget.

- Develop RevShare or Minimum Guarantee based Income streams by managing amenities and services.

Operations and management:

- Ensures effective sales management of all service outlets of the campus including amenities, concierge, and F&B related areas.

- Drive engagement during events and ensure that all events and activations on the campus are attended by tenant employees.

- Adhere to all safety standards and procedures established by the campus operations team for execution of events and other activities on campus.

- Involve campus operations and safety team for all activation/events at the campus from concretization phase and have a monthly meeting with operation and safety team.

- Assist campus operation manager to prepare and implement agreements for all space on hire and marketing plans; monitor all agreements, AMCs and plans for effectiveness.

- Involve campus operations and safety team for all activation/events at the campus from concretization phase and have a monthly meeting with operation and safety team.

- All events/SOH needs to be discussed with campus/regional marketing team before execution and have a monthly meeting with marketing team on upcoming activation.

- Plan and execute events according to the campus strategy, including one marquee event annually.

- Assist campus operation manager to plan and executive new activations/service at the campus.

- Support the COWRKS transformation and marketing teams in deploying and promoting the Converge app on campus.

Leadership and Team Management:

- Work closely with corporate, city resources and internal stakeholders to develop and execute effective operations strategy.

- Leads the campus team to develop strong sales training and operational processes for food hall and other amenities and services introduced by Converge.

- Create a culture of continuous learning that brings operational efficiencies and incremental revenue.

- Develop KPIs and Metrics to drive revenue, productivity, process improvement and service levels.

- Driving brand partnerships and alliances for enhanced client experience and incremental revenue.

- Develops initiatives which impact people, process, productivity, and service levels.

Safety, Environment and Compliance:

- Ensure all Fire, Health Safety, Environment compliances.

- Social Responsibility and Sustainability.

- Ensuring compliance with all legal requirements in connection with operations.

- Ensure all Compliances, Internal & External Audit controls.

- Guiding and supervising maintenance of the facilities.

Behavioural Attributes:

- A self-starter with the ability to act autonomously.

- Demonstrated understanding of business and strong commercial acumen.

- Ability to understand complex situations and make sound business decisions.

- Communicates clearly, negotiates persuasively, builds, and maintains relationships internally and externally.

- Exemplifies Personal Drive and Integrity - Self-motivated and outcome oriented.

- Achieves Results, implements change, has ability to identify and clarify ambiguities; Closure and delivery focused.

- Accuracy and attention to detail; has ability to manage several complex or high-priority issues simultaneously.

- Confident decision maker.

- Excellent written and verbal communication skills.

- Ability to work well under pressure and to re-prioritize multiple tasks.

Preferred qualifications:

- 3 years or above bachelor's degree - Tertiary qualifications in hospitality, sales management would be an advantage.

- 5 years or more relevant work experience.

- Strong Customer Service focus and excellent client relationship management is a must.

- Good communication skills, excellent organizational skills, broad knowledge of business functions.

- Demonstrated experience with continuous improvement initiatives and progressive mindset is highly desirable.