City Manager

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About The Company

IWG is the unrivalled global leader in flexible workspace, six times the size of our nearest competitor. With 14 different brands, an impressive array of support services, and a world‑class, end‑to‑end digital platform for connecting companies to workspace, we’re fully invested in our customers’ success.

Our companies help over 8 million people and their businesses to work more productively. We provide workspace for the world’s largest companies, delivering sustainable demand and income for our partners. Digitalization and new technologies are transforming the world of work. People want the personal productivity benefits of living and working how and where they want. Businesses want the financial and strategic benefits.

Our customers are start‑ups, SMEs and large multinationals.

Through our companies we provide that choice and serve the whole world of work:
Regus, Spaces, No18, HQ and Signature, just to name a few. We create personal, financial and strategic value for businesses of every size, harnessing the power of flexible working to increase productivity, efficiency, agility and market proximity.

Learn more about what we do for our team members and customers:  and what we do for our partners:

The City Manager is a pivotal leadership role responsible for overseeing 4‑6 centers within a geographic area. The position focuses on ensuring operational excellence, achieving revenue targets, fostering team development, and maintaining superior customer service and center standards. This leader will be accountable for end‑to‑end operations, talent management and strategic planning to meet organizational goals.

• Strategic Planning and Execution: develop and implement a comprehensive city plan ensuring revenue growth and operational compliance.
• Drive accountability across centers to achieve service and performance standards.
• Team Leadership and Development: lead and develop the community team, ensuring proactive recruitment and talent cultivation.
• Oversee scheduling, performance management and resource planning for the team.
• Collaborate with the Deputy City Manager for onboarding and continuous training.
• Revenue and Retention Management: maximise revenue and retention through best‑in‑class customer engagement and sales processes.
• Ensure compliance with billing and collection standards to minimise bad debt.
• Operational Oversight: conduct regular center visits for compliance checks, operational improvements, audits and staff coaching.
• Analyse city performance results to identify opportunities and resolve issues promptly.
• Ensure the Center Monthly Activity Planner is completed and that the Community teams execute in accordance with the agreed actions and timeline.
• Collaboration and Compliance: work with sales and functional departments to implement initiatives and drive collective success.
• Address customer escalations and ensure adherence to company policies and procedures.
• Best‑in‑Class Tours: ensure you and your team deliver exceptional tours that highlight the value and features of the centers.
• Train and empower the team to confidently and directly ask prospective customers for their commitment during or after the tour.
• Ensure that all visit forms are sent promptly to the City Area Sales Manager.

• Driving the profit performance of your city, including growing revenue & occupancy, retaining customers, supporting new sales, growing service revenue and opening new centres in alignment with targets.
• Growing and developing talent within your city and delivering operational excellence across your city.

• A strong understanding of business operations, preferably within IWG.
• Excellent communication skills and the ability to manage multiple priorities effectively.
• Experience leading through others, delegating with accountability and driving improved performance within an engaging and positive culture.
• Strong analytical and problem‑solving abilities.
• Proven customer service experience with the ability to hold accountability, de‑escalate and resolve conflict effectively.
• Ability to work…