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.