Deputy City Manager

IWG is the global leader in flexible workspace, six times larger than its nearest competitor. With 14 brands and a world-class digital platform, we connect companies to workspace solutions that enhance productivity. Our customers range from start-ups to large multinationals, all seeking flexible, tailored workspaces. Brands like Regus, Spaces, No18, HQ, and Signature serve millions of users, delivering personal, financial, and strategic value.

About the role

As Deputy City Manager, you will partner with the City Manager to engage customers across industries, fostering a vibrant community across 4 to 6 centers in the city. You will oversee the onboarding and training of new Community Associates, support center audits, and ensure high operational standards. Acting as the City Manager’s backup, you will deliver exceptional customer service, drive operational excellence, and contribute to revenue growth through upselling and cross-selling. This role is ideal for individuals passionate about top-tier service in a fast-paced, professional environment.

Responsibilities

• City Leadership:
  • Support the City Manager in recruiting and onboarding new Community Associates.
  • Ensure new hires align with the global induction and onboarding framework.
• Center Standards:
  • Conduct regular center visits for compliance checks, operational improvements, and audits.
  • Ensure the community team executes the activity plan as agreed.
• Customer Service & NPS:
  • Serve as the first point of escalation for customer complaints.
  • Work with the Community Team to maintain expected NPS standards.
• Client and Visitor Interaction:
  • Act as a primary point of contact for clients and visitors, delivering a professional and welcoming experience.
  • Manage essential office tasks such as mail delivery, phone support, and addressing operational needs.
• Operational and Facility Support:
  • Assist clients with online account setup and move-in processes.
  • Coordinate meeting room setups and office customizations.
  • Provide hands-on support for technical issues, furniture requests, and administrative tasks.
  • Maintain a "show-ready" center by ensuring common areas are clean, organized, and professional.
• Billing and Posting:
  • Prepare and post daily Craigslist ads.
  • Accurately capture and input daily service charges into the billing system.
• Customer Service Excellence:
  • Provide proactive support, exceeding client expectations.
  • Maintain a thorough understanding of IWG’s services, products, and amenities.
• Sales and Revenue Contributions:
  • Deliver exceptional tours tailored to customer needs.
  • Complete visit forms accurately to capture feedback, interests, and potential objections.
  • Identify and pursue upselling and cross-selling opportunities.
• Professional Representation:
  • Maintain a polished, professional environment and demeanor.
• Perform additional duties as assigned to ensure operational efficiency and client satisfaction.

Success Metrics

• Drive profit performance by growing revenue, occupancy, and customer retention.
• Support new sales and service revenue growth.
• Expand the customer and network user base in the city.
• Develop talent within the city team.
• Deliver operational excellence across all centers.

Requirements

• Strong understanding of business operations, preferably within IWG.
• Excellent communication and multitasking skills.
• Experience leading teams, delegating tasks, and driving performance in a positive culture.
• Strong analytical and problem-solving abilities.
• Proven customer service experience with conflict resolution and de-escalation skills.
• Ability to work independently and collaboratively while traveling across the city for center visits.
• Dynamic, adaptable, and enthusiastic in fast-paced environments.
• Proficiency in MS Office (Word, Excel, Outlook) and basic IT equipment.
• High School Diploma or equivalent.
• Legally eligible to work in the country and at least 18 years old.

Ideal Candidate Profile

• Leadership Skills: Proven ability to lead, inspire, and manage multi-location teams.
• Operational Acumen: Background in operational management, financial oversight, and customer service excellence.
• Analytical Abilities: Capable of analyzing reports, identifying trends, and implementing solutions.
• Collaborative Mindset: A team player who fosters cross-functional relationships.
• Customer-Centric Approach: Committed to delivering superior service and retaining clients.

This role is ideal for a dynamic, results-oriented individual with a track record of driving revenue and operational excellence in a multi-center environment.

Working Conditions

This role requires physical activities such as bending, lifting, and reaching, as well as efficient use of computers, phones, and communication tools. Extended periods in a stationary position may be necessary. Review the Field Operations Physical Requirements for full details.