[Expired] - [HIRED] Head of Operations (UK) and Head of Member Experience

Job Title: General Manager, UK and Head of Member Experience

Reports to: Chief Operating Officer

Department: Operations

Job Purpose:

Techspace is a member centric company that designs, creates and operates working environments for growing technology companies. 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. As a member of the Leadership team you will be an influential contributor to the business’s overall strategy. Working closely with our design, product and sales teams, this post is responsible for the creation of a strategy that delivers a consistently great member experience for all our on site operations. You will also be directly accountable as the General Manager of defined business units in the UK: this will include execution of the member experience strategy and line management of the operations (‘community’) teams in the UK, as well as ownership of the financial performance of the UK community operations.

Key Tasks

In your capacity as Head of Member Experience:

Develop and constantly improve a comprehensive Member Experience strategy and take primary responsibility for ensuring the communication and adoption of that strategy throughout the business.

Promote cross functional collaboration between teams, influencing and encouraging staff from all functions to work together when planning or implementing changes to improve member experience. Advocate for working relationships that enable Techspace staff to present as united, well informed and mutually accountable for the delivery of a great member experience.

Interact at senior management level, proactively advocating for solutions and managing the member escalation process. To encourage problem-solving, strategic thinking and member-orientation amongst the team to create a culture of continuous improvement.

In your capacity as General Manager:

Work alongside the COO and Leadership Team to develop and then deliver an agreed annual budget for the UK sites.

Full P&L ownership for Events Business.

Implement measures such as training, mentoring and coaching that supports the operations team to work in collaboration with all other business functions, consistently delivering great end-to-end member experiences across all on site touchpoints.

Implement an effective system to collect feedback through member facing teams to derive meaningful insights for improvements and guiding teams to ensure a member-centric attitude while acquiring, onboarding and serving members.

Be responsible for all elements of the Company’s community and maintenance operations in the UK, including Health & Safety compliance, and the development and implementation of policies and processes to assist in qualitative and quantitative measurement against KPIs and objectives.

Influence expansion strategy in the UK and the look and feel of all the Company’s product and services.

Be responsible for local community and maintenance team composition and execution of accepted global operating standards and their development and localisation.

Expected to recruit and manage community and maintenance team, including performance monitoring and development in line with group HR Strategy

Key Measurables

Successful adoption of the Member Experience strategy by the overall business.

Performance of community and maintenance operations against agreed budgets and business plan for the UK.

Performance of Events Business against agreed budget and business plan.

Measured against both community team and maintenance team sentiment and member sentiment in the UK.

Compliance with relevant health and safety standards in relation to both employees and members in the UK.

CLOSING DATE: noon on Friday October 23rd