Center Manager

**About Clarence**

Clarence offers contemporary, flexible serviced workspaces in Brisbane, Melbourne and Sydney. Clarence is Australia’s largest group of independent solicitors with over 650 law firms and 350 professional service firms utilising Clarence’s services. We provide our members with the resources, support and space to establish and grow their businesses.

**Position Summary**

As Centre Manager you are the driving force behind exceptional customer service and smooth-running operations within your space. As a leader, you will be in charge of conducting tours to ensure a consistently high occupancy rate while ensuring all financial, administrative and operational duties run smoothly.

As the Manager of the centre’s Member Services team, the Centre Manager is responsible for leading and developing a highly motivated team in all aspects of day-to-day operations, including maintaining strong relationships with all members and providing them with a level of exceptional customer service and support at all times.

In this varied and rewarding role you will have the opportunity to grow your existing skills in business development, sales, events, people management and financial management.

The Centre Manager is also responsible for the presentation, ambiance, cleanliness and maintenance of the centre liaising with building management, Clarence management and suppliers.

Success in the role is measured by a balanced scorecard approach including P&L responsibility, Centre occupancy, member satisfaction, member retention and staff management.

**Key Responsibilities**
- Member Management_
- Responsible for maintaining positive relationships with both office and virtual members at the centre with a clear focus on retention and growth
- Identify and solve member-related issues to help foster a collaborative community
- Identify opportunities, design, and implement guidelines and best practices to ensure the best member experience is always delivered
- Liaise regularly with members to ensure they are aware of the suite of services Clarence provides and upsell where possible.
- Lead the discussion with members regarding the renewal, termination, and any other changes to their subscriptions
- Business Development, Retention and Sales_
- Work with the Sales Team and COO to ensure that your centre maintains a 100% occupancy rate at all times
- Identify promising leads with potential members and ensure that your team provides informative, high-quality tours to drive membership sales
- Work alongside the Practice Manager regarding upcoming existing member renewals and re-signs to ensure a high retention rate
- Develop strategies to drive sales, increase revenue and interest for your centre
- Ensure that all enquiries are followed up on immediately, prepare proposals, negotiate and close sales
- Work with your team to reach out to virtual and community members regularly and systematically, encouraging them to come into your centre while reminding them of our services and special offers as applicable
- Team Management_
- Manage, inspire, support and guide your team to achieve goals
- Identify knowledge gaps, and train and/or arrange training with the HR Team where necessary
- Manage workflow of the Member Services team to ensure all tasks are completed in a timely manner and member expectations are exceeded
- Liaise with other Centre Managers to ensure adequate coverage across all centres each day
- Hold weekly team meetings to delegate, recognise achievements, encourage, and keep the team up-to-date with any process changes
- Maintain regular staff administration including leave monitoring (via employment hero), conducting performance reviews, recruitment as required and keeping rosters updated.
- Financial Management_
- Responsible for the centre P&L including multiple revenue streams derived from offices, virtual memberships, meeting rooms, administration services, legal & IT services.
- Ensure all members of the Member Services team capture all revenue items as applicable per the service guide.
- Ensure client subscriptions are correct in regard to service and facilities provided (desks, chairs, phone and IT connections).
- Responsible for the discretionary spend against budget in the centre including floor amenities, repairs and maintenance and entertainment
- Obtain and analyse P&L reports, and conduct variance analysis when required
- Centre Management_
- Develop strong working relationships between Clarence and its suppliers and building management
- Manage all operations and maintenance of the space to ensure a consistently high quality experience for members
- Ensure all building requirements and documents (eg: fire evacuation, security, health & safety) are up-to-date and documented, providing internal teams with updates and training as required
- Identify, follow up and resolve any issues, such as cleaning, IT-related issues, electrical equipment and air conditioning
- Make suggestions to the COO reg