Commercial & Experience Manager

New Today

Location: Tide, Bankside
Hours: 40 hours per week, Monday to Friday - 8:30am to 5:30pm   (occasional work out of normal business hours)

NewFlex operates a rapidly expanding and diverse nationwide network of business centres offering flexible workspaces to entrepreneurs and businesses. We give our Customers the flexibility, independence, ‘Freedom at Work’, and support to create, grow and enjoy running their businesses in our centres.

We’ve been going from strength to strength for 25 years to cement our position as ‘The Property Manager for the New Economy’. We’re currently experiencing a sensational period of growth as the flexible officing revolution continues to disrupt the traditional office market. Our unique Client management model connects building owners (Clients) with occupiers (Customers) to generate cash from underutilised office space in all types of buildings from Aberdeen to Brighton. NewFlex is creating a positive alternative in the business centre market.

What will you do?
Responsible for leading the overall performance of the centre, ensuring exceptional customer experience, strong commercial outcomes, and full operational and compliance delivery.

This role drives commercial performance by supporting sales efforts, with a focus on coworking memberships and meetings & events revenue, while also maintaining complete operational oversight of the centre, this includes but is not limited to people leadership, health & safety, supplier management, quality standards, and financial performance.

This role combines senior site leadership with hands on commercial ownership, ensuring agreed budgets and KPIs are exceeded through customer advocacy, community engagement, and high-quality operational delivery

We want someone exceptional who can focus on:

Commercial Performance & P&L Ownership

Deliver and exceed agreed monthly budgets and KPIs for the centre.
Drive maximum revenue from coworking memberships and meetings & events.
Use all available products and services (excluding office sales) to sustain and grow revenue.
Monitor, forecast, and control costs to ensure financial objectives are met.
Support budgeting, forecasting, and performance reporting as required.
Operations & Customer Experience

Ensure the smooth day-to-day operation of the centre.
Maintain the highest standards of service, presentation, and customer experience at all times.
Take responsibility for customers following handover from the Commercial Sales Executive., managing operational needs such as build works, move-ins, and onboarding to ensure a seamless transition from sales to occupancy.
Act as the senior escalation point for customer issues, ensuring swift and effective resolution.
Identify opportunities to improve processes, service delivery, and operational efficiency.
Ensure quality assurance processes are consistently applied.
People Leadership

Lead, manage, and develop the on-site team, including Experience & Events Assistant Manager, Community Hosts, and Guest Experience roles (where applicable).
Foster a high-performance, customer-focused culture through clear expectations, coaching, and regular feedback.
Manage recruitment, performance, and conduct in line with HR processes including performance management and development planning.
Conduct regular 1:1s and support continuous professional development in line with HR expectations.
Repairs, Suppliers & Facilities

Identify repairs and maintenance requirements and ensure timely resolution.
Manage and approve supplier relationships in line with company policies.
Drive cost efficiency, quality, and speed through the use of compliant suppliers.
Commission and oversee small repairs and minor fit-out works as required.
Health & Safety

Complete all iAuditor checks and resolve any issues within acceptable timeframes.
Management of the accident book and the reporting of all incidents, accidents and near misses. Compliance with RIDDOR.
Review and update as necessary the emergency evacuation procedures.
Ensure appropriate health and safety arrangements are in place to minimize risks and provide for safe working conditions for all building users.
Ensure all building related issues are reported via the property portal and oversee remedial actions, as required, are completed in a timely manner:
Arranging all annual mandatory H&S requirements for the centre and ensure certification is uploaded to the property portal in a timely manner.
Strict monitoring of contractors to ensure their working practices are in line with our policies and processes and ensure completion of permit to works.
Qualities

Demonstrates the ability to operate autonomously, managing priorities and delivering high-quality outcomes with minimal supervision.
Exhibits exceptional attention to detail, ensuring accuracy and excellence in all work outputs.
Proven experience in meetings, events, hospitality or flexible workspace operations
Demonstrable experience in customer-facing roles with a strong commercial and revenue focus
Confident in business development, relationship management and networking
Confident user of Microsoft office 365 (Word, Excel and Outlook).
Minimum Grade C in English and Maths (or equivalent)
Fire Marshal (Training provided)
First Aid at Work Certificate (Training provided)
What will we offer you?

33 days Annual Leave (including Bank Holidays)
Birthday Off
Volunteering Days
Discounted Private Medical Insurance Cover
Life Assurance
Income Protection Insurance
Payroll Giving
Cycle Scheme
NEST Pension Scheme
Employee Assistance Programme
Annual Flu Jabs and Eye Tests
Training Support Package
Enhanced Maternity, Adoption, Shared Parental and Paternity Pay
Annual Professional Membership Subscription
NewFlex is an equal opportunities employer
Apply
Location:
City Of London
Salary:
£40,000 - £50,000 /annum
Job Type:
FullTime
Category:
Construction

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