Location Manager

MEMBER ENGAGEMENT & RETENTION:

- Assume ownership and manage the relationship with key accounts within the multiple buildings you oversee.

- Ensure all accounts within your buildings have an assigned point of contact.

- Meet with members to resolve issues, process member terminations, and other issues of complexity.

- Serve as a point of escalation and be a final decision maker on Dreamplex policies and procedures to members.

- Monitor the NPS escalation process to ensure alerts are being properly addressed.

- Be accountable for member retention, and overall member satisfaction.

- Review Net Promoter Scores and member satisfaction results regularly and implement building-specific plans to improve KPIs.

- Lead building site tours for VIPs as needed.

- Communicate and drive the success of business updates, process changes, company initiatives, and goals to the team.

BUILDING OPERATION & MANAGEMENT:

- Ensure quality and upkeep expectations are being adhered to and SLAs for member submitted requests are being met.

- Hold the team accountable for general operational policies and standards.

- Engage with Landlords in conjunction with the Real Estate/Partnership team to handle any building-related escalations.

- Escalate reoccurring issues as it relates to 3rd party vendors to appropriate teams for resolution.

- Be accountable for building-level Opex in partnership with the Central Operations team.

- Conduct tours of the space for potential new members while sharing benefits tailored to their needs.

- Analyze revenue data, drive initiatives to increase revenue in your location and partner with central teams on ancillary revenue driving projects (i.e. private events, partnerships, parking, etc).

TEAM MANAGEMENT:

- Oversee and lead teams within your building to execute on their objectives as an individual and a team to reach business & member goals.

- Ensure teams have been trained thoroughly during the on-boarding process and have the tools necessary to succeed in their respective roles.

- Support direct reports in the creation of a development plan, through ongoing tailored coaching and by meeting with them weekly in a one-on-one setting to deliver feedback.

- Support individuals to pursue meaningful growth opportunities, within the role and through promotion. Recognize positive performance as appropriate.

- Track performance of direct reports regularly and conduct performance management reviews in sync with Dreamplex’s Employee Journey.

BUDGET SETTING & EXPENSE TRACKING:

- Provide input to and set monthly, quarterly and yearly budgets.

- Review monthly building budget and result comprehensively for optimization.

- 3+ years or equivalent experience in hospitality, marketing, multi-unit retail, startups, finance, consulting, or related experience. Customer service experience required.

- 1+ years of management experience of leading a team made up of individual contributors.

- Bachelor’s Degree or equivalent experience preferred in Business, Marketing, Hospitality, or other related degrees.

- Understanding and experience leading a team.

- Must have strong verbal and written communication skills, project management, and business operations experience.

- Like challenges, and embraces change in a fast-paced environment.

- Demonstrate integrity, dependability, responsibility, accountability, self-awareness, work ethic, and compassion.