03/05/2021
Village Works is actively seeking a friendly, analytical and detail-oriented person to be the face of Village Works in the role of General Manager. You will help us grow the center by creating a great customer experience while executing sales and operational tasks with excellence. This is your opportunity to take ownership and responsibility of a mission-driven business with the complete support and experience of the owners.
General Manager Day-to-Day responsibilities:
The General Manager is responsible for the day-to-day operations of the Village Works retail establishment. The General Manager will open and close the center (or delegate responsibly), manage productivity and ensure the center’s team delivers world-class customer service to all customers, monitor cost control and expenses, and provide weekly and monthly reports to the Owners. The General Manager is ultimately accountable for profit/loss, continuous improvement, customer experience, personnel management, and business development.
General Manager overall responsibilities include:
BUSINESS CENTER MANAGEMENT
o Create a friendly environment to facilitate high customer satisfaction.
o Espouse Village Works’ values of community, collaboration, creativity, and competence.
o Plan and launch community initiatives to create connections with customers. This might include targeted events and managing communications within the center and through social media.
o Seek out information about the business and personal objectives of businesses and individual customers.
o Resolve issues of customers quickly and in a manner that achieves customer satisfaction.
o Foster an environment of inclusivity where fresh ideas are welcome.
o Be knowledgeable about Village Works’ customer base and center guidelines, as well as federal, state and local laws that manage the work environment. Explain these policies to customers, as necessary.
o Oversee new customer onboarding and retention.
EVENT PLANNING & EX*****ON
o Build a quarterly calendar of events that engage customers:
- Current customers: Educational (e.g., lunch and learns) and appreciation events (e.g., happy hours and themed parties).
- Future customers: Lead generation and sales-related events.
- Local community: Identify organizations and businesses and encourage them to use our event and meeting spaces. Depending on the exact nature, these events should also be used to build Village Works’ CRM and digital community.
o Manage to the allotted budget.
o Present our center professionally.
o Oversee the event itself, from catering to a smooth check-in process to cleanup.
BUSINESS DEVELOPMENT
o With the owners, be responsible for setting and achieving sales objectives, occupancy rates and pricing.
o Engage with the local community by attending relevant events they are hosting.
o Ensure that new customers will fit with Village Works' culture dynamics and mission.
o Maintain a positive relationship with key vendors.
FACILITIES & SPACE MANAGEMENT
o Manage all building operations to the satisfaction of customers.
o Maximize up-time and availability of key facilities assets like the WIFI network, kitchen, printers/copiers, etc.
o Utilize a variety of software applications to manage the space and customer base.
o Make recommendations to the owners about new features or perks that will improve customer experience.
o Develop schedule for cleaning and repairs to the facility and key equipment.
o Be aware of local laws and regulations as they pertain to customer safety.
PERSONNEL MANAGEMENT
o Manage a team to achieve the community, sales and facilities goals stated above.
o Be responsible for the professional development of each team member.
o Conduct regular meetings with the entire team to ensure members are aligned on key initiatives and performance goals.
o Lead regular performance reviews of team members.
o Share perspectives on the team with ownership.
EXPERIENCE & REQUIREMENTS
• 4-year degree in business, hospitality, or related fields.
• 5 years of experience with increasing responsibility in either a sales or customer service roles.
• Demonstrated business management skills. Business skills required are strong organizational skills, effective verbal and written communication skills, some accounting knowledge, good computer skills with knowledge of Internet applications, Microsoft Word and Excel; QuickBooks knowledge is a plus.
• Digitally proficient. Able to understand and work with the variety of hardware and software applications.
• Experience managing corporate social media campaigns.
• Experience with written content generation in a business environment and basic graphic design skills are a plus.
• Physical requirements include the ability to stand for several hours at a time and ability to lift 50-75+ lbs.
• Essential: Outgoing personality, exceptional customer service skills, and the ability to manage a team for peak performance in a retail-service environment.
