About the company
Our client is a member-centric company that designs, creates & operates working environments for pioneering technology companies. Most importantly it is, at its heart, a people business: the relationships they form with their members makes their community value proposition come to life.
- They are the only tech workspace provider in Europe dedicated exclusively to change-making technology teams.
- They currently have ~200,000 sq ft of space in London and Berlin (~3,500 members, ~75 companies, ~40 team). And they have 7 locations, with a few more on the way!
- Databricks, Worldcoin, Grenergy, Lilt, Agicap, DataGuard, Pleo, GoStudent are just some of the alumni companies they’ve worked with, and they have a handful of unicorns in their stable!
Job Purpose
Our client is a member centric company and everything they do should derive from the experiences they want to create and deliver to their members. The workplace is undergoing rapid change and transformation: they need to be at the cutting edge of workplace design, providing flexible and collaborative environments that enable technology businesses to thrive. The primary role of the Head of Operations, Berlin is to be responsible for the members' experience and their success across the territory. You will oversee the company’s ongoing operations and procedures, including with the set up and launch of any new site within the territory as well as its integration into our existing operations. You will have responsibility for the operational performance of all sites in the territory, the localisation and the implementation of global operating standards and the financial performance of their local events business.
Key Tasks
Member Experience
- Work closely with the COO and their team to ensure brand consistency and a member centric approach to delivering and continually developing a great member experience.
- Accountable for driving the highest levels of member satisfaction, measured through portfolio and building-level NPS and member retention
- Manage key initiatives related to enhancing community experience.
- Ensure that robust systems and processes are in place for systematically capturing, reviewing and actioning member feedback.
- Be the figurehead, last port of call for and champion of the account management process.
Delivery
- Responsible for the implementation and localisation of the company’s global operating standards including health and safety compliance and for constantly seeking out efficiencies and more effective ways to deliver an exceptional member experience.
- Work alongside the COO to develop an agreed annual business plan and budget for Berlin.
- Responsible for the cost budgeting and monthly review of site operations including monthly, quarterly and annual forecasting.
- Set and manage to market level cost budgets and OKRs.
- Full P&L ownership for Events Business.
- Present monthly and quarterly business reviews based on building P&Ls within your portfolio and for the Events Business.
- Lead and execute large, market-wide complex projects in partnership with cross-functional teams to create an improved member experience and to deliver member customisations.
- Drive accountability and improve performance by coordinating with key internal and external stakeholders, managing partners and vendors at the regional level, and negotiating contracts from a "win-win" perspective.
- Responsible for solving member escalations needing market level support.
- Bilingual (German/ English) - You must be able to communicate clearly and effectively to a professional business level, in both languages in order to form relationships and connections with the members and the wider team.
Growth
- Be a commercial sounding board, partner and support the Sales team in helping the company execute effective activation of new buildings and current site sales. Be comfortable stepping in for tours and liaising with key accounts and prospective members as part of the sales process.
- Inform and influence the Company’s expansion strategy. Aid and assist in identifying opportunities and deficiencies within the new building opening/handover process.
- Create and execute cost efficiency initiatives based on P&L of buildings while monitoring non-outsourced spending (Opex).
- Develop asset management plans and implement short, medium and long term strategies to improve the ROI and value of the portfolio while mitigating risk and improving financial efficiencies with a focus on EBITDA targets.
- As the figurehead of the company’s account management process, personally engage with key member organisations and prospects to ensure member satisfaction and retention.
- Partner with real estate counterpart to engage with landlords in your area and develop capital investment plans for the buildings in your area to maintain and increase ROI.
- Partner closely with internal territory marketing & communications teams; provide input as needed, uphold brand standards, act as a local spokesperson.
People
- Recruit, onboard, manage and develop an in-country team in line with group People Strategy and in close partnership with the People team.
- Coach and develop to drive high levels of engagement and motivation to deliver the company’s member experience and key performance metrics. Encourage staff to give and receive skillful feedback.
- Ensure all direct reports have clear performance objectives, identifying their contribution to the overall proposition and member experience; partner with the People team to define and deliver the holistic training, learning and development required to deliver member experience.
- Contribute to ensuring group talent and succession planning pipelines are robust.
- Create/own the playbook for attracting, training and developing talent in your market.
- Be accountable for employee satisfaction of team members in your portfolio, measured through market-level eNPS.
- Promote a positive and inclusive culture by leading in line with group values.
Key Measurables
- Performance against agreed budgets and business plan.
- Measured against both employee and member sentiment in territory and site.
- Compliance with global operating standards and relevant health and safety standards.
- Performance of Events Business against agreed budget and business plan.
The company’s Purpose, Vision & Values
Purpose
They elevate teams building the future
Vision
The go-to place for pioneering tech, freeing teams to build the future, with a network that spans the world’s leading tech hubs.
Values
Here are the values the company cares most about. Not only are they behaviours that best represent the team culture, but this also extends to new members and partners they intend to work alongside. If these values describe you, or your company, get in touch.
- They are open – they create environments that support openness and honesty. They listen to each other, challenge, support, and always assume positive intent.
- They care - they care deeply about their members, about serving them and about the company’s impact on the world.
- They move with thoughtful pace – they have a bias for action and being decisive. They trust each other to take risks and they learn from their mistakes.
- They strive to improve - they are ambitious, stretching themselves to innovate and always do better.
- They seek balance - they choose fun and fairness, and support each other to find their balance.
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