The bank for a changing world

We are looking for

Club Manager

Apply REF: LON1277

The Role

We are seeking a Club Manager to provide overall management of this new property, 6 Babmaes Street. Building strong relationships with Customers, ensuring customer service excellence and creating a dynamic working environment that will retain existing Customers and build a strong team

Customer service and membership – Instil and maintain the highest level of customer service within the team by taking full accountability for the service offer and building a membership model for both existing and new customers
Financials – Budget and cost control responsibilities
People - Responsible for the line management of Club Co-ordinators
Building – Creating a warm and welcoming environment for all Customers ensuring that the building is maintained to the highest standards

Key deliverables

  • Manage the memberships for the property and establish strong customer relationships.
  • Manage the day-to-day operation of the building whilst adhering to the strictest standards of maintenance, cleanliness and overall operational excellence.
  • Responsible for driving additional sales by exhausting all business opportunities for meeting rooms and Events
  • Conduct Building tours for prospect customers
  • Network with customers to build strong relationships and generate referrals
  • Manage the day to day needs of existing customers ensuring delivery of exceptional customer service
  • Manage the team to deliver the highest levels of customer service by delivering in the moment feedback and development opportunities
  • Increase the revenue opportunities through strong product sales
  • Responsible for the customer invoicing process
  • Responsible for the debt management and working alongside the Finance and Asset Management Teams to recover all outstanding monies from customers in a timely manner
  • Monitor, record, analyse and report on activities relating to occupancy, service expectations, customer feedback and debt with effective and efficient use of the Connected Customer Platform
  • Manage any customer complaints or queries ensuring a satisfactory resolution, record and offer preventative solutions to future issues.
  • Work with the relevant IT and systems (for example CRM, membership software etc.) to ensure it is being utilised to its highest potential.
  • Ensure the property complies with all aspects of current Health, Safety & Security regulations, Money Laundering regulations and GDPR
  • Ensure compliance with company standards on visual inspections, customer service, renewal performance, service revenue performance, debt management and business administration
  • Manage the suppliers to the property and tender/renew contracts where necessary
  • To promote The Crown Estate through business networking, generating business referrals.

Personal Profile

  • Outgoing, enthusiastic, honest and confident individual who possess the following attributes;
  • Previous experience in a similar role
    Passionate about customer service constantly striving to improve performance
  • Ability to up sell and cross sell where possible
  • Excellent communication skills, both written & verbal
  • Demonstrates customer led thinking in creating a dynamic working environment
  • Excellent leader with experience in coaching and mentoring
  • Confidence to interact with a range of Customers and colleagues up to board level
  • Creative approach to problem solving, often thinking outside the box
  • Proactive approach to the working environment with flexibility to adapt to changing demands
  • Professional attitude and appearance
  • Extremely well organised
  • Fully competent in the use of MS Office with experience of CRM and billing software packages
  • Management of supplier relationships
  • Good health and safety and environmental knowledge
  • Strong written, verbal and interpersonal skills
  • Capable of effective prioritisation, ability to work to deadlines and willingness to multitask when necessary
  • Good networking skills and the ability to manage relationships with multiple stakeholders
  • Knowledge of and willingness to embrace digital, social and innovative technologies
  • Successful management of direct reports, consultants and suppliers

Primary Location: GB-ENG-LondonJob Type: Standard / PermanentJob: FINANCIAL AND TECHNICAL EXPERTISEEducation Level: Other Degrees / Certifications / Vocational, Technical or Professional QualificationsSchedule: Full-time Behavioural competency: AdaptabilityTransversal competency: Ability to manage a project