We are seeking a dynamic and customer-focused Outlet Manager to lead the day-to-day operations of our coworking outlets. In this role, you will be responsible for building and managing a high-performing team, ensuring seamless outlet operations and delivering an exceptional customer experience.

You will oversee a wide range of responsibilities including team recruitment and development, customer journey management, membership growth and retention, facility upkeep and outlet-level financial performance. Besides working closely with the Marketing, Sales, and Design teams, you will also lead community engagement efforts and maintain high standards of service delivery and space aesthetics.

The ideal candidate is a proactive leader with strong operational acumen, excellent interpersonal skills, and a passion for fostering a collaborative and inclusive environment. Previous experience in hospitality, coworking, or multi-location outlet management is highly desirable.

• Establish and lead a supportive and team-oriented environment, which includes recruiting, training and developing a community-minded, agile and accountable team.

• Constantly strive for operational excellence by ensuring the efficiency of outlet operations, which includes managing the respective outlets’ customer journey, community engagements, customer collections and renewals, outlet procurement, staff work schedules and other administrative tasks.

• Ensure optimal outlet occupancy through collaborating with the marketing and sales team to grow membership base, as well as building strong customer relationships to maximize existing membership tenure and lifetime value.

• Ensure members satisfaction by leading the team to provide exceptional customer service and foster a welcoming & inclusive atmosphere through effective community engagement.

• Monitor and resolve members’ feedback and complaints in regard to comfort and service quality in a prompt and effective manner, which includes understanding customers’ pain points, and being resourceful in creating win-win solutions where necessary.

• Ensure the outlets are aesthetically pleasing, functional and well-maintained to ensure excellent customer experience within the space, which involves promptly resolving any facility defects with landlords, building management and external vendors, or collaborating with the Design / Project team to execute on any facility improvement initiatives.

• Manage the P&L of the outlet by liaising with the outlet team to prepare and analyze weekly / monthly reports to effectively identify areas for improvement on payment collection, customer renewals, outlet expenses, budget utilization and etc.

• Performs other duties as assigned.

• Candidate to possess a Diploma / Bachelor’s degree in Business Management, Hospitality or related field required.
• At least 3 (three) years of customer service management experience is preferred.
• Excellent command of spoken and written English, leadership, time management, customer service, good negotiation, empathetic, teamwork, self-management, listening, interpersonal skills and the ability to think out of the box.
• Strong leadership and team management skills.
• Self-starter individuals with a strong drive to achieve.
• Strong organizational and problem solving abilities.
• You must be ambitious, dynamic, self-motivated and customer centric.
• To complete projects on schedule, you must be able to multitask, work under pressure, have critical thinking skills and be able to prioritize.
• A passion for creating a vibrant and collaborative community within the coworking space.
• Able to work on weekends when required.