Partner Performance Director - LATAM

Job Purpose

IWG is the world’s leading flexible workspace provider – with the world’s most ambitious growth programme to open 30,000+ new centres over the next decade to complement our international network of 4,000+ tech-enabled, sustainable and inspiring flexible work centres.

Our success in agreeing high value partnerships within the commercial real estate industry in LATAM continues to accelerate, and to further support this growth, we have a need for a Partner Performance Director to own the relationship and be accountable for a successful partner experience.

They will champion partner success and drive partner account growth. Working closely with cross functional teams and local management, they will facilitate all aspects of the partner lifecycle (Centre setup, issue resolution, performance communication and relationship mgmt) and enable continuous improvement of our new centre opening, partner onboarding process and partner trading success. The role will work closely with internal teams to open centres successfully and drive future centre success.

Key Responsibilities: 

• Project Initiation, Management and Facilitation:
  • Initiate and manage welcome calls with partners, cross functional teams, and local management.
  • Setup and manage regular project calls with IWG internal teams and partners.
  • Maintain and distribute regular project meeting notes and actions.
  • Own and maintain new centre opening dashboard (Project reporting tool).
• Partner Management
  • Ownership of the partner relationship, responsible for developing and nurturing a beneficial and growing relationship with partners.
  • Establish and maintain communication cadence with partners.
  • Proactively address performance queries through regular communication cadence.
  • Distribute period revenue reports to the partner.
  • Act as the champion and voice of partner success within IWG.
  • Identify opportunities to improve the Partnership program, IWG system and processes.

KPIs:

• Opening Timing (Signing to Opening <6 months).
• NCO Performance (Opening >30% Occupancy).
• Trading Performance (Monthly Occupancy Growth +5%).
• Partner NPS (Establish Baseline and Maintain NPS Above Base Trendline).
• Account Growth (Establish Growth Targets per Region for Partner Accounts).

Key Skills and Experience:

• Excellent project management and reporting skills.
• Ability to establish and build effective relationships and to work collaboratively with others (Partners, Internal Stakeholders) to set and achieve goals.
• Outstanding analytical skills and able to work under pressure.
• Ability to analyse and interpret information, identify issues and their causes, and use good judgment in making decisions to resolve issues.
• Ability to communicate clearly and effectively in different forms and with different audiences.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, and Outlook).
• Skilled in interacting effectively under difficult circumstances and tight deadlines to drive results.

About the company

IWG has been at the forefront of flexible working for more than 30 years. With over 4,000 locations around the globe, spanning brands including Regus, Spaces, Signature and HQ, we have made it possible for businesses of all sizes to make the transition to hybrid working, empowering employees to work wherever and whenever is most convenient.

We help more than 8 million people and their businesses to work more productively, supported by a choice of professional, inspiring and collaborative workspaces, communities and services.

As the world’s leading provider of hybrid work solutions, with four times the number of locations compared to its nearest competitor, IWG is already working with over 80% of the Fortune 500 and counts businesses including Amazon, Netflix, EY and Uber amongst its customers.

Companies of all sizes are shifting to flexible working to lower costs, improve employee retention and lower their carbon emissions. The flexible workspace is expected to grow by 600% by 2023, when 30% of all office space will be hybrid. We are growing our network faster than ever to keep up with demand from customers as we work towards our goal of reaching 30,000 centres.

Carbon Neutral Workplaces
IWG’s purpose of helping everyone have a great day at work, while protecting people and the planet is at the heart of everything we do. We are proud to supply all of our customers worldwide with carbon neutral workplaces, and we have a strong climate action plan in place to help us achieve our objective of Net Zero emissions by 2040.

Leading Employer Award
IWG is proud to be the recipient of a Leading Employer Award in both 2022 and 2023. Awarded exclusively to the top 1% of employers, the accolade is testament to our diverse global workforce and the role everyone plays in bringing our purpose, culture and values to life, every single day. 

Join us at https://careers.iwgplc.com/home