Location Lead

Who We Are Looking For

The Community Team’s primary focus is to cultivate a thriving community.

You are the right person for our Community Team if you enjoy wearing many hats. You’re detail-oriented, able to plan your work and tick off your tasks efficiently, and you’re the organizer in your friend circle. You can thrive in a busy environment, and meet your deadlines with ease and excellence! You are tech-savvy and not intimidated by numbers. You provide incredible customer service at a moment’s notice. You. Love. People.

The Location Lead reports to the COO. This role is a mix of community & member management, business development & sales, finance & accounting, facilities & operations management (in a supporting capacity), team management, and strategy. Everything you do will be in the interest of creating and sustaining an authentic and thriving community and business. Everything.

The Location Lead will:

• Emulate Ikigai’s core values and strive to achieve our mission
• Create a welcoming and collaborative community environment amongst our members through daily interactions and events
• Ensure the location is fully operational and processes are running smoothly
• Drive growth and promotion of Ikigai’s service offerings including knowing our products inside & out

Key Responsibilities

Business Development & Sales

• Have knowledge of the coworking industry and industry trends; know Ikigai competitors and their products and services
• Responsible for revenue generation across all offerings at home location including:
  • Independently generating leads for Ikigai’s offerings in collaboration with BD & Sales Manager
  • Providing compelling tours of The Space and distributing marketing materials
  • Closing new deals independently and in collaboration with other team members
  • Proactively managing member retention strategy
  • Proactively upselling Ikigai memberships and services
  • Ensuring BD & Sales data is entered into CRM for deals
• Pull in and support other Community Team members to close private office, communal and conferencing deals
• Support sales strategy development and tailor to location

Community & Member Management

• Emulate Ikigai culture and values to Ikigai members; ensure an exceptional experience for everyone who walks through our doors
• Greet and welcome guests and members at the location; ensure front desk coverage during business hours
• Proactively mitigate member issues including anticipating and resolving root causes; understand how to escalate member matters based on urgency, importance and complexity
• Responsible for all member matters including:
  • Holding meetings with private office members
  • Overseeing location collections
  • Collaborating closely with Hospitality & Wellness team to implement formal member feedback initiatives
• Actively build member community including:
  • Conceptualizing internal events and new initiatives
  • Implementing regular community-building activities
  • Curating member community through strategic connections
  • Coaching other Community Team members on building community
• Lead conferencing coordination for location team & food partners
• Collaborate with Roasted Truth & Food Partners to provide F&B services

Facilities, Projects & Operations

• Ensure location aesthetics standards are maintained including conducting regular walk-throughs and assisting with housekeeping
• Follow Ikigai processes, procedures and guidance on use of systems to ensure smooth running of location
• Directly oversee day-to-day location facilities management in close collaboration with Facilities & Projects Team
• Be aware of and maintain sustainable practices at location (e.g. manage electricity use, avoid single-use plastics, reducing paper product consumption)
• Provide thought partnership on Expansion Projects

Team Management

• Emulate Ikigai culture and values to location team and wider team
• Directly manage location team members including Community and location teams
• Work closely with People & Culture to hire and onboard for location
• Design and conduct training for Community Team across locations
• Build and maintain community within location team
• Handle location team disciplinary matters in collaboration with People & Culture team
• Work with Hospitality & Wellness team, F&B Supervisor, Facilities & Projects Manager to provide F&B services day-to-day oversight

Finance

• Ensure all finance and accounting procedures are followed accurately and consistently
• Develop a deep understanding and ownership of location P&L
• Assist management team with preparation of location budgets
• Collaborate with Finance and Facilities & Projects teams on cost control and cost saving measures at location

Strategy

• Provide thought partnership to senior leadership on company-wide strategy including participating in planning and budgeting
• Responsible for insights, recommendations, and implementation of company and location strategy including understanding company strategy, identifying trends based on insights at location, and making and implementing approved business cases for improvements and ideas
• Analyze and draw out insights from financial and operational data to make better informed recommendations and decisions

Essential Skills and Competencies

• Passion for and understanding of Ikigai’s mission and values
• Strong verbal and written communication skills
• Highly detail-oriented with expectational organizational & planning skills
• Excellent problem solving and solution-driven in your approach to overcoming challenges
• Strong interpersonal skills and able to strike up conversation & get along with anybody
• Strong proficiency with Microsoft Office applications (Excel, PowerPoint, Word)
• Leadership and people management qualities such as emotional intelligence, self-awareness, empathy, decision making, coaching, conflict management
• Demonstrates integrity, dependability, responsibility, accountability, self-awareness, work ethic, empathy, and professionalism

At Ikigai, we are just as interested in how someone fits with our culture, as their ability to get the job done. For anyone joining the Community Team, we’re also interested in whether:

• You’ll be able to bring in great, community-minded members, and be tactful and diplomatic with every person who enquires about the space
• You’re punctual, professional, thorough, and entrepreneurial; you’re a quick learning self-starter that works well in a fast-paced, start-up environment
• You are highly organized and efficient with excellent time management skills and can prioritize tasks effectively when everything is happening at once
• You don’t just show up to work at the office, you own the office, taking pride in managing every little operational detail of your filing system, calendar, and inbox
• You’re collaborative and engaging and like to work as a team. You’re also independent and get the job done. No matter what is required
• You’re adaptable and innovative; you own your mistakes, improve, and move on

Education and Experience

• 8+ years experience across customer service, hospitality, administrative and sales
• 2+ years of team management experience
• Bachelor’s degree preferred but not required
• Passion for and experience with entrepreneurial communities a plus