Outlet Manager

WORQ is a flexible-office and community company, with products in coworking spaces, community app, enterprise solutions and looking to grow its offerings to better service and innovate the real estate market. As an innovation firm in this industry, WORQ is a venture capital-backed startup invested by Cradle, 500 Start-Ups, Phillip Capital, Space Matrix ( a sister company of Jungle Ventures ), as well as private investors from Goldman Sachs and Temasek. Winning 5 awards including, Voted the Best Coworking Space of Malaysia by the Malaysia Rice Bowl Startup Awards in 2017, Coworker Member’s Choice Award winner in 2018, Outstanding Incubator / Coworking Space Winner in 2018, Coworker Member’s Choice Award winner for Kuala Lumpur category in 2019 and Coworker Member’s Choice Awards winner with 100,000 sqft of space and growing, housing over 281 companies, we have been able to fuel collaboration on a scale never seen before in Malaysian entrepreneurship history.

WORQ’s fast growth in a sustainable manner has garnered the continued support and investment from the VC world including its latest third round of financing completed amidst COVID-19 with backing from seven follow-on investors, signifying investor confidence in its potential. Its sustainability and risk management is bar none and endorsed by six of the major banks in Malaysia extending loan offers to WORQ, passing the stringent risk test of traditional banks. With a strong base, WORQ is poised to capitalize on the fast-growing flexible office market to reach its vision of making people prosper by working together. It's a massive dream, and we're working passionately to fulfill it. We can't do it alone though - this is where you come in.

Job Description

• Establish and lead a supportive and team-oriented environment, which includes recruiting, training and developing a community-minded, agile and accountable team.
• Constantly strive for operational excellence by ensuring the efficiency of outlet operations, which includes managing the respective outlets’ customer journey, community engagements, customer collections and renewals, outlet procurement, staff work schedules and other administrative tasks.
• Ensure optimal outlet occupancy through collaborating with the marketing and sales team to grow membership base, as well as building strong customer relationships to maximize existing membership tenure and lifetime value.
• Ensure members satisfaction by leading the team to provide exceptional customer service and foster a welcoming & inclusive atmosphere through effective community engagement.
• Monitor and resolve members’ feedback and complaints in regard to comfort and service quality in a prompt and effective manner, which includes understanding customers’ pain points, and being resourceful in creating win‑win solutions where necessary.
• Ensure the outlets are aesthetically pleasing, functional and well‑maintained to ensure excellent customer experience within the space, which involves promptly resolving any facility defects with landlords, building management and external vendors, or collaborating with the Design / Project team to execute on any facility improvement initiatives.
• Manage the P&L of the outlet by liaising with the outlet team to prepare and analyze weekly / monthly reports to effectively identify areas for improvement on payment collection, customer renewals, outlet expenses, budget utilization, etc.
• Performs other duties as assigned.

Qualifications

Job Requirement(s) :

Additional Information

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