General Manager of Sales & Operations

About the role

The General Manager of Sales & Operations at Serendipity Labs is responsible for the overall performance of the lab, including revenue and cost control in areas such as event sales & delivery, membership sales, marketing, and community outreach. This role also involves developing and managing the lab team to exceed customer service expectations and providing a memorable experience for members.

Responsibilities

• Overall P&L responsibility encompassing total lab performance including revenue and cost control in the areas of event sales & delivery, membership sales, marketing and community outreach.
• Delivering upon our customer service promises and hospitality approach through the development and management of the lab team and to go above and beyond for our members.
• Building and managing a strong pipeline to ensure achievement of your locations revenue goals.
• Financial Performance: Responsible for achieving financial targets and monthly quotas related to membership, event sales, additional services and meeting room bookings. Financial performance shall be evaluated based on revenue and cost performance to budget and profitability of the lab through successful P&L management. Participate in the business reviews, account for financial performance and agree upon actions required to improve performance. Reviewing controllable lab level costs and ensuring performance to budget alongside periodic review of pricing and service level with local vendors to ensure the very best margin performance.
• Sales Responsibilities: Conduct excellent tours of the lab according to brand standards, effective use of Salesforce in compliance with sales process SOP, generating a strong pipeline by connecting and cultivating relationships with brokers, influencers, CRE professionals and major local employers, ability to articulate key brand differentiators, working alongside marketing on the messaging and outreach to your prospects, mastering handling of objections, making cold calls contact with your prospect list and delivering against agreed activity cadences in Salesforce, isolating more immediate needs from relationships that require development, issuing proposals and following up on immediate business needs from your accounts and outreach, managing the renewal process working to retain every customer at right price and the right margin, maximizing revenue from services by up and cross-selling services to new and existing members.
• Marketing & Local Outreach: Have an excellent knowledge of your local market, competition, your lab, pricing and services offered, have a good understanding of the locations offered within the SL Network and be able to articulate and demonstrate key differentiators, drive brand awareness by acting as a brand champion when networking, building local partnerships, engaging Broker relationships, and executing community outreach, oversee the Lab Team execution of Artist program, Member & Partnership Events, and social media content contributions, work with RVP and Marketing to create promotions tailored to your locations needs to drive business.
• Member Experience: Responsible for the overall member experience from the members first day until the time they depart, develop a rapport with Members to cultivate a warm professional environment and sense of community, be visible and always delighted to assist, responsible for resolving member issues and escalating them when needed, instrumental in managing the overall member experience by ensuring the team members provide superior service, ensures that visual and brand company standards are delivered and maintained at the lab.
• Lab Operations: Approve vendor invoices in Sage to ensure prompt payment and correct rebilling to clients as appropriate, ensure agreements are signed and paid, and Member onboarding information is completed prior to allowing access to offices or services, oversee and ensure that all areas of the lab are well presented at all times, oversee and ensure that all operational systems are in working order and escalate issues to resolve in a reasonable timeframe, representing the Brand appropriately as defined by the SL Brand Standards.
• Team: Responsible for the recruiting, induction, ongoing management and development of lab team members including support and ongoing training, conduct regular team meetings to set priorities, communicate lab performance, upcoming deadlines, provide an escalation point for the team and members at the lab should they have issues or questions, managing the staff schedule and ensuring compliance with variable hours budgets and overtime policies, actively supporting professional growth of Lab Team Members.

Qualifications

• Minimum 2+ years of experience as a Team Leader in hospitality driven environment and proven P&L management experience.
• An entrepreneurial spirit/ability and keenness to run/own a business.
• Able to consistently deliver a high level of customer service.
• A keen attention to detail and ability to be proactive in support Team, Members, and Guests.
• The ability to lead and delegate while holding Team Members accountable.
• Proven sales skills, the ability to close M&E sales, and meet sales targets.
• Demonstrated ability to build a book of business/pipeline through outreach and community/business engagement and the self-generation of leads.
• Exceptional communication skills allowing you to manage a team and give clear direction alongside conveying value and a strong level of engagement to prospects and members.
• Excellent organizational skills including the ability to prioritize and multitask.
• Ability to work with grace under pressure and demonstrate flexibility.
• The ability to use a standard CRM system on a daily basis– Salesforce.com preferred.
• Good IT knowledge including use of MS outlook, excel, word and PowerPoint.

Requirements

• Experience in working in the Hospitality/Services business.
• Property management experience.
• Knowledge of business software and other business equipment.
• Business center/Executive Suite experience or hotel experience, preferred.