Senior Community Manager

Job Purpose

This role is responsible for managing all aspects of operational delivery and client relationships for the client site. You will have full responsibility for any facilities and workplace services, your client’s satisfaction and service experience, and their commercial performance. You will become the backbone of the office, living and breathing the client’s core values, and striving to achieve their mission throughout the office.

Key Responsibilities

• Be on-site five days per week at FMC Tower in Philadelphia.
• Occasional weekend, after, or before normal business hours work.
• Delivering a full-service facilities operation and workplace experience that feels like a 5-star hotel.
• Creating a welcoming and collaborative workplace through proactive management and by building an outstanding relationship with all key stakeholders.
• Create excellent relationships with outsourced or client’s suppliers, driving performance, communication, and motivation.
• Proactively address service issues, complaints/escalations, inspections...including agreeing action plans with all stakeholders as needed.
• Manage landlord services and vendor relationships; ensure service charge obligations are met.
• Creating excellent relationships with outsourced providers or client’s suppliers, driving performance, communication, and motivation.
• Provide accurate and useful monthly/quarterly internal/external reporting.
• Serve as back-up to the Account Director/Head of Operations that is based in Durham, NC.
• Ensuring all hard and soft facilities services are delivered to specification and all planned or reactive activities meet SLEs and agreed process, cost, and reporting requirements.
• Supporting incident management: taking ownership for client communication, services providers’ response, and any incident reports or handover notes.
• Developing proposals for clients.
• Ensuring adherence to all regulatory compliance and EH&S requirements.
• Liaising with suppliers and members of the broader outsourced team including cleaning and maintenance teams.
• Undertaking regular quality checks / audits and ensuring customer satisfaction.
• Any other ad hoc duties required supporting the employee journey and facilities delivery services.
• Event management: you will play a key role in supporting companywide events and townhalls.

Required Skills, Experience & Qualifications

• Minimum of 5 years of experience with facilities management is required.
• Experience with some experience in hospitality is preferred.
• Experience in managing effective and positive relationships with outsourced suppliers.
• Previous incident and safety management experience is required.
• Experience creating professional operational reports for external stakeholders.
• Experience with finance systems is preferred.
• Self-motivated and driven with a “yes” mentality and keen to drive improvement.
• Excellent attention to detail, highly organized, multi-tasker
• A natural and confident communicator, with exceptional interpersonal skills and the ability to build relationships at all levels.
• Superior client management skills, with an awareness of account management principles.
• An enthusiastic, personal, and proactive approach to service delivery and customer satisfaction.
• You must be able to stay calm and enact a detailed plan in the event of an emergency.
• Solid business acumen is required.
• Excellent Microsoft suite skills is required.
  
  

About the company

IWG has been at the forefront of flexible working for more than 30 years. With over 5,400 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