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Deputy General Manager

1 month ago


Bengaluru, India COWRKS Full time

Roles and Responsibilities

An innovative, strategy-focused individual with experience in real estate or hospitality operations and customer experience management will be an ideal candidate. It is preferable to have experience in member success, policy and procedure creation, data management, and project management. The ideal applicant should have at least 10 years of expertisein creating and carrying out strategic projects. It is crucial to have the ability to establish and maintain solid customer and employee connections.


Summary

A Deputy General Manager's responsibilities are vital in a company that prioritises improving and optimising the entire customer experience and happiness. To ensure that consumers have a positive and smooth connection with the organisation, this position oversees creating and implementing strategic projects to improve the customer experience across all touchpoints.

The primary responsibility of this role is to create the comprehensive COWRKS experience in collaboration with other functional leaders to firmly establish the brand as India's leading provider of flexible workspace services. This position is responsible for creating brand standards, designing the service experience, and putting these strategies into action across all facilities to raise asset value for the members.

The job is responsible for ensuring that COWRKS experience adhere to the company's standards, focusing on member demands, maximising financial performance, and fostering excellent builder and tenant relations.


Core Work Areas

Member Experience

  • Partner with functional leaders to design member experience for all COWRKS locations
  • Evaluating all potential expansions for services, amenities, and operational requirements to build the best member experience possible
  • Map out the entire customer journey, from first contact to move out. Identify pain points, bottlenecks, and opportunities for improvement at each stage of the journey. By understanding the customer's perspective, design and implement strategies to enhance interactions, streamline processes, and deliver personalized experiences.
  • Find revenue generating opportunities and models to monetize services/amenities
  • Design and implement procedures and programs to ensure service consistency to all sites in the portfolio.
  • Periodic Surveys and Feedback of tenants and customers
  • Utilize data to develop trends and insights that will drive continuous improvement in the site performance.
  • Motivate employees to play a vital role in customer care by bringing superior organizational skills, attention to detail, and passion to delight.
  • Oversees the collection of feedback through various channels such as surveys, social media listening, and customer support interactions. Analyse this data to identify trends, patterns, and areas where improvements can be made. This analysis helps in making data-driven decisions to enhance products, services, and processes.


Profitability and Revenue

  • Review reports and financial statements to decide performance against budget.
  • Prepare departmental budgets and objective manuals with constant review and observations.
  • Monitor Capital expenditure projects, preventative maintenance, energy conservation and other controllable expenses. Analysing and strategize for reduction in operations cost.
  • Develop fee-based Income streams by managing amenities and services.
  • Play an active role in leasing of the office spaces in accordance with the approved business plan.


General Management

  • Create a safe and efficient work environment that improves business performance and optimizes staff productivity.
  • Manage complex, multifunctional initiatives with significant impacts to people, process, and technology
  • Develop KPIs and metrics to drive productivity, process improvement, and service levels.
  • Driving brand partnerships and alliances, ensuring hassle free onboarding and offboarding experience of clients.
  • Develop a comprehensive customer experience strategy aligned with the organization's goals and objectives. This involves analysing customer feedback, market trends, and industry best practices to identify areas for improvement and innovation.
  • Collaborate with marketing teams to align messaging and branding efforts with the desired customer experience.
  • Ensure that employees are equipped with the necessary skills and knowledge to deliver exceptional customer experiences, design, and implement training programs if necessary. These programs may cover areas such as customer service, empathy, effective communication, and problem-solving. Provide ongoing coaching and support to employees to ensure consistent delivery of high-quality customer experiences.
  • Evaluates and implement technology solutions and tools that can enhance the customer experience. This may include customer relationship management (CRM) systems, customer feedback platforms, chatbots, or other automation tools. Ensure that these technologies are integrated seamlessly into existing systems and processes to improve efficiency and effectiveness.
  • Establish a system for tracking and reporting success of member experience regularly and present these findings to senior management, highlighting successes, challenges, and recommendations for further improvement.


Preferred qualifications

  • Experience: 15+ Years
  • Qualification: Bachelor's degree
  • Strong interpersonal skills with the ability to inspire and motivate cross-functional teams.
  • Excellent communication skills, both verbal and written, with the ability to effectively convey complex ideas to different stakeholders.
  • Analytical mindset with the ability to gather, analyse, and interpret data to drive decision-making.
  • In-depth knowledge of customer experiences best practices, industry trends, and emerging technologies.
  • Strong project management skills with the ability to prioritize tasks, manage timelines, and deliver results within budget.
  • Customer centric mindset with a deep understanding of customer needs, expectations, and pain points.
  • Ability to collaborate effectively with different departments and stakeholders at all levels of the organization.
  • Proficiency in using customer feedback platforms, CRM systems, and other relevant technology tools.