Centre Manager

Centre Manager

Department: Flex

Employment Type: Full Time

Location: The Deck (Site)

Compensation: £32,000 - £35,000 / year

Description

MAPP is a market leader for UK commercial property management, managing around £28 billion of business space and 5,000 occupiers for a variety of leading funds, REITs, and Real Estate investors. MAPP is over 25 years old, B Corp, and in 2023 became an EOT.

At MAPP, we want to make the real estate industry a career path where everyone feels both welcome and wanted. We're proud of our progress so far, but we're constantly reevaluating how we can ensure the best people, regardless of gender, ethnicity, sexuality, nationality, background, or neurodiversity, can see themselves excelling at MAPP.

Our MAPP values underpin everything we do. We were the first national real estate consultancy in the UK to become a B Corp. We want you to learn and grow, to challenge yourself and be the best you can be. As an organisation, we are growing and have done so for the last five years, promoting about 10% of our office-based roles in a year. We have fun together with events and opportunities to connect, grow, and learn with charity days and fundraising events for our communities, as well as study days that broaden our professional horizons.

In Feb 2022, MAPP acquired RE-DEFINED to broaden the offer and resources required to scale in the fast-moving Flex industry. RE-DEFINED operates flex workspaces within a variety of clients' buildings, offering services ranging from design and build to marketing and lettings, and pure operations; onboarding occupiers and delivering great services to occupiers, their staff, and guests.

While RE-DEFINED operates in many MAPP managed buildings, it also operates in those with other property managers in place, and as a result, RE-DEFINED is growing rapidly, and we are hiring!

Title, Team and Role Summary

Title: Centre Manager

Team: RE-DEFINED - London

Who Does This Role Report Into? Regional General Manager / London Regional Manager

Role Summary / Purpose and Scope: RE-DEFINED's rapidly growing portfolio requires a Centre Manager! The face of RE-DEFINED, this front of house role gives the Centre its personality and puts life and soul into everyday occupation for our guests, while also assisting the General Manager and the Operations Manager in all aspects of service delivery and site performance.

This person should have at least 2 years of on-the-ground operational experience within a flexible workspace (i.e. co-working centre), multi-let business space, or wider hospitality.

The key responsibilities include occupier satisfaction and onboarding, day-to-day supplier relationships, assisting with sales performance, and ensuring our space is safe and compliant. Being highly personable and friendly, the ideal candidate listens to our occupiers and will also be able to spot opportunities to enhance services and occupier satisfaction.

This role will work closely with, and report to the General Manager or Portfolio Manager and be supported by the Operations Manager, as well as the wider RE-DEFINED and MAPP team.

Skills, Knowledge and Values

Skills (People & Technical):

• You are the Centre Champion! By being an advocate for the occupiers at every step, you'll help the rest of the team keep the customer at the heart of everything we do.
• It's all about the people in the Centre. You need to forge friendly but trusting relationships with them. Seek opportunities to engage with occupiers and get a true understanding.
• Ensuring a warm welcome, full of your character for everyone who comes through the doors, forging relationships, remembering names, and implementing little touches that make people smile.
• Owning and embracing the welcome experience and front of house areas, driving standards to make the spaces sparkling, comfortable, welcoming, memorable, and useful.
• Being house proud and thinking about what can be improved.
• Regularly reviewing all building amenities and engaging with occupiers through meetings and surveys to identify changes in requirements.
• You are self-motivated, diligent, enthusiastic, and approachable.
• A focus on occupier satisfaction.
• Implementation of events schedule (local leaders, networking, drinks, morning meditation, etc.).
• Having an understanding of building specifications, space availability, and pricing in order to give tours to prospective occupiers from time to time.
• Input when reviewing processes and supporting systems.
• Monitoring statutory and internal compliance, including meeting MAPP policies and procedures, RICS and ISO standards, and any statutory timelines and escalation requirements.

Values & Behaviour:

• Exhibition of MAPP Values: Avoid Ambiguity, Appreciative, Adventurous, Authentic, and Accountable.
• Self Management including showing initiative, being proactive, and meeting deadlines.
• Embracing Change including Technology.
• Engaging with the Big Picture.
• Great service delivery including working in partnership with internal and external individuals and good communication in written and verbally.
• Achieving Results and Prioritising Work including attention to delivery to all stakeholders.
• Innovative Solutions and Problem Solving.
• Developing Self and Others and willing to Learn.
• Interpersonal and Relationship skills capable of communicating at various levels including meetings with occupiers, clients, suppliers, and wider stakeholders.
• Strong written and verbal communications including report writing.

Experience and Salary

Level of Experience / Certifications:

• At least 2 years of on-the-ground operational experience within a multi-let/hospitality/membership experience.

Working Hours: 9am - 5.30pm Monday - Friday

Salary Range (Based on Experience): £32,000 to £35,000 per annum, depending on experience.