Commercial & Experience Manager Job at Social Value Portal Ltd (Reading)

Job Description

As a Commercial & Experience Manager you will be 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

Job Responsibility

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
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
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
Ensure appropriate staffing levels to meet operational and commercial demand
Conduct regular 1:1s and support continuous professional development in line with HR expectations
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
To have a comprehensive understanding and ensure compliance with the NewFlex health and safety policy and processes
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
General administration and coordinating of contractors for planned works
Ensure the centre operates in line with company policies, procedures and processes
Maintain up to date knowledge of GDPR and AML legislation and ensure the business follows mandatory requirements
Escalate identified issues and risks to the compliance manager
Working with Compliance Manager to ensure that all customer agreements are current, correct and accompanied by the correct supporting documentation
Validating customer identification to ensure adherence to AMLR policy
Work with the Compliance Manager to ensure our virtual customers are managed and operate in line with our virtual policy
Ensure all company policies, procedures, and processes are followed consistently
Proactively identify opportunities to improve operational and compliance processes
Ensure ESG and governance requirements are implemented at site level
Complete all mandatory training modules annually

Requirements

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)

Nice to have

Strategic planning and organisation
Stakeholder and relationship management
Demonstrates the ability to operate autonomously, managing priorities and delivering high-quality outcomes with minimal supervision
Highly driven, dependable, and consistently motivated to exceed expectations
Exhibits exceptional attention to detail, ensuring accuracy and excellence in all work outputs
Maintains a strong sense of ownership and pride in delivering work to the highest professional standards
Collaborates effectively within cross-functional teams while showing initiative and self-direction
Approaches challenges with a proactive, solutions focused mindset and a positive, can-do attitude

What we offer

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
Eye Tests
Training Support Package
Enhanced Maternity, Adoption, Shared Parental and Paternity Pay
Annual Professional Membership Subscription

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Commercial & Experience Manager

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