Community Manager

Positions Overview : This role is centered on people, fostering strong relationships, and delivering exceptional experiences. The Community Manager (CM) will oversee the operations of a 15,000–50,000 sq. ft. office space, managing an annual revenue exceeding 40 million INR. The ideal candidate should have strong business acumen, be an effective team player, and a passionate trainer. They should also have hands-on experience in building and growing a community, while managing the P&L as a Profit Centre Head to drive operational success.

Key Responsibilities:

Profit Center Management

• Sales Target Achievement: Meet or exceed additional sales targets by driving new business and upselling to existing clients.
• MIS Reporting: Ensure accurate and timely submission of all required MIS reports, providing data-driven insights.
• Budgeting: Assist in budgeting and financial forecasting, ensuring alignment with organizational goals.
• Expense Control: Manage center expenses to stay within budget while optimizing operational costs.
• Collections & Renewals: Achieve timely collections from clients and maximize renewals at or above the budgeted seat price.
• Vendor Management: Ensure smooth vendor management for services and supplies, maintaining cost control and timely delivery.
• Retail Management: Oversee retail operations, contributing to profitability through effective sales and inventory management.
• Cost Optimization: Continuously identify opportunities to optimize costs across operations without compromising quality.

Community Building & Engagement

• Collaborative Environment: Foster a collaborative and engaging environment for members through regular events, networking opportunities, and hyperlocal partnerships.
• Client Relationship: Act as a trusted advisor to clients, understanding their needs and providing tailored solutions.
• Business-Specific Events: Organize and execute business-specific events within the stipulated time frame to enhance community engagement.

Client Satisfaction & Service Delivery

• Client Retention: Drive client retention at the budgeted seat price by ensuring exceptional service delivery and timely renewals.
• CSAT Score: Maintain and exceed target Client Satisfaction (CSAT) scores through proactive engagement and issue resolution.
• Brand Ambassadorship: Ensure every client becomes a brand ambassador for Awfis by creating a positive and enriching member experience.
• Business Growth: Foster repeat and increased business opportunities from both internal and external clients.

Training & People Development

• Second Line Development: Identify, mentor, and develop a second line of command within the team to ensure leadership continuity.
• Team Development: Participate in team training, development, and refresher sessions, contributing to the growth and knowledge-sharing culture.

Vendor Management

• Purchase-to-Pay Process: Ensure full compliance with the Purchase-to-Pay process for seamless procurement and vendor management.
• Compliant Processes: Guarantee a 100% compliant vendor management process, ensuring operational efficiency and risk mitigation.

Facilities Management

• Centre Upkeep: Ensure the center's upkeep, maintaining high standards of cleanliness, order, and readiness.
• Maintenance Schedules: Implement maintenance schedules, DLP/AMC, and asset management practices to enhance productivity and control costs.
• Preventive Maintenance: Diligently follow the Preventive Maintenance Calendar to avoid disruptions and ensure longevity of assets.
• Compliance & ESG: Ensure adherence to all compliance protocols, and proactively integrate Environmental-Socio-Governance (ESG) practices into center operations.

CSR & Brand Initiatives

• CSR Leadership: Lead CSR initiatives for the center, ensuring alignment with the company's values and making a positive impact on the surrounding community.
• Brand Initiatives: Actively participate in and execute all company-driven brand initiatives to enhance visibility and reputation.

Company-Driven Ideas & Initiatives

• Ownership: Take ownership of tasks and responsibilities, demonstrating the ability to work in a fast-paced environment and meet deadlines.
• Dynamic Priorities: Show efficiency in handling dynamic priorities and making quick decisions to achieve set goals.

Networking & Community Engagement

• External Engagement: Actively engage with the larger city community by attending events and networking with local startups, organizations, and potential clients to expand opportunities.

Team Collaboration

• Cross-Departmental Collaboration: Coordinate and collaborate with teammates across the Awfis network to share best practices and brainstorm innovative ideas.
• Sales Collaboration: Work closely with the Sales team and other stakeholders to successfully execute proposed agreements and drive business outcomes.

Project Supervision & Planning

• Project Supervision: Supervise centers in the project stage to ensure on-time delivery, adherence to approved specifications, and snag-free handover.

Operational Efficiency: Participate in the project planning phase to ensure the most operationally and cost-efficient setup for Awfis centers

We are looking for candidates who possess:

• Exemplary customer service skills with a proven track record
• An extroverted personality with strong interpersonal skills
• A solid understanding of and interest in current affairs
• Inherent team-player mindset with the ability to collaborate effectively
• A passion for people training and development, motivating teams
• Ambition and drive for continuous skill and knowledge improvement
• Enthusiasm and active participation in company initiatives
• The ability to confidently address large audience groups
• Strong leadership qualities with expertise in relationship management, operations, and cost & revenue management
• A desire to grow, with a two-year focus on taking on additional responsibilities
• Excellent written and verbal communication skills
• A strong belief in process execution and adherence to SOPs