About The Opportunity
As a Senior Workspace Manager, you will play a critical role as the liaison between our clients in Germany as well as our cross-functional departments in the UK and US. You will manage and be responsible for day-to-day operations of a portfolio of 8 buildings in Berlin (7) and Frankfurt (1). Your primary goal will be to ensure seamless communication, timely issue resolution and a high-quality customer experience. You’ll maintain strong relationships with landlords, customers and integrated vendors while constantly striving to deliver operational excellence.
Key Responsibilities
Building Operations:
* Take ownership and responsibility for the customers within the buildings.
* Maintain oversight and accountability for all 8 buildings, ensuring smooth day-to-day operations.
* Develop and maintain strong relationships with landlords and property management to ensure smooth operations.
* Oversee our ticketing system to ensure timely issue resolution and customer satisfaction.
Vendor & Budget Management:
* Coordinate and lead regular communication with our network of integrated workspace services vendors for cleaning, facilities management, coffee machines and water dispensers (Opex).
* Coordinate and instruct development vendors during customer move-ins and move-outs for branding, fit-out and FF&E installation (Capex), with the support of the development team.
* Conceive and adhere to monthly and quarterly budgets for Opex and Capex.
* Develop and optimise vendor practises in a way that responds to ongoing challenges and accommodates the nuances of different customers.
Customer Experience & Advocacy:
* Deliver excellent customer service by anticipating needs, solving problems and creating solutions with minimal supervision.
* Oversee customer move-ins, move-outs and ad-hoc Day 2 projects to ensure a seamless Workspace experience.
* Advocate for customers by identifying strengths and weaknesses in operations and communicating effectively with broader teams.
* Support and lead customer experience, hospitality or ESG-related projects as needed.
Operational Excellence:
* Ensure all Workspace files and drives are up-to-date and contain accurate information and keep O&M (Operations & Maintenance) Manuals updated for all properties.
* Provide support for miscellaneous requests and flex services with a positive and hospitable attitude.
* Be a Workspace specialist, but demonstrate generalist insights into IT, Construction, Workspace Design, and Workplace Strategy.
Skills and Qualifications:
* Exceptional written and verbal communication skills in German and English, with high attention to detail.
* Proven experience managing workspace facilities with a track record of user satisfaction.
* Strong customer service orientation with a demonstrated ability to exceed expectations.
* Ability to prioritize and manage multiple tasks in a fast-paced and complex environment.
* Resilient, adaptable and able to work autonomously while meeting deadlines.
* Based in the Berlin office with regular travel to our customers in Frankfurt and our HQ in London.
* German driving license required.