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[Expired] - [HIRED] Head of Operations - Berlin

Salary Range: EUR 60000 - 70000/ Year

Company: Techspace
Coworking Space: Techspace Shoreditch
Address: Berlin, Germany 25 Luke St, Shoreditch

Head of Operations, Berlin

Reports to: Chief Operating Officer

Department: Operations

Techspace is a member-centric company that designs, creates & operates working environments for pioneering technology companies. Most importantly Techspace, at its heart, is a people business: the relationships we form with our members makes our community value proposition come to life.

We are the only tech workspace provider in Europe dedicated exclusively to change-making technology teams.

We currently have ~200,000 sq ft of space in London and Berlin (~3,500 members, ~75 companies, ~40 team). And we 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 we’ve worked with, and we have a handful of unicorns in our stable!

Job Purpose

Techspace is a member centric company and everything we do should derive from the experiences we want to create and deliver to our members. The workplace is undergoing rapid change and transformation: we 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 our members' experience and our success across the territory. You will oversee Techspace'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 our 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. Head of Operations, Berlin

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 our account management process.

Delivery

Responsible for the implementation and localisation of Techspace’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 our members and the wider Techspace team.

Growth

Be a commercial sounding board, partner and support the Sales team in helping Techspace 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 our 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 our 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 our member experience and key performance metrics. Encourage staff to give and receive skilful 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 our 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 p