Job Summary

Ensuring the position focus on the value Front Foot Forward s/he will be responsible to build, maintain and strengthen KOFISI’s relationship with customers/members.

  • Minimum Qualification: Bachelor
  • Experience Level: Senior level
  • Experience Length: 10 years

Job Description/Requirements

Only applications received via BrighterMonday will be considered. Any phone calls, emails or other types of canvassing may lead to your application being disqualified.
Please do not apply if you do not meet the minimum requirements set out below.

Reports to Head of Product Control
Salary TBC
Location Nairobi

Our Client owns and operates the KOFISI branded Serviced Offices. KOFISI has 9 Centres located in 4 gateway cities on the African continent; Nairobi, Johannesburg, Lagos, Dar-es-Salaam; with a planned expansion across over 12 new cities.
KOFISI creates sophisticated, collaborative, and reliable work environments for multinational and Enterprise clients. We do this by applying three major themes: Space, Technology and Service. KOFISI is the leader in designed space and provides hospitality led services to combine with our own technology – all three designed to connect members and assist their productivity.

Our brand operates through four company values in order to ensure an engaging experience and assist our members productive.
Open with Optimism – Productive clients makes us happy. Every person who comes to work at Kofisi should be greeted with an infectious optimism that inspires them to make the most of their day and their talents.
Front Foot Forward – Our clients love it when we are proactive and forward. Do not wait for them to come to us, be it good or bad. Be brave enough and curious enough to step towards them and find out what they are thinking.
Delete the Drag – When our clients grow, we grow but when they slow, we slow. Every day we should look for opportunities to reduce the drag and hold them back, taking things off their hands that we’re more capable at.
Every day is day one – Every workplace brand delivers a good experience on the first day, but a great workplace brand delivers a great experience every day. We adopt a day one mentality to make sure we’re always thinking about what our clients need.

To deliver on our promise for superior member/client service we are seeking to hire hospitality inspired and trained people - and we have a vacancy in our Nairobi Centre team for the role of Client Relations Manager . If your skills, experience, qualifications and attributes fit the following, we would welcome you to apply for the position.

Job Purpose
The Client Relations Manager is the custodian in delivering the ultimate experience to our member community by living all the company values with his/her team. Ensuring the position focus on the value Front Foot Forward s/he will be responsible to build, maintain and strengthen KOFISI’s relationship with customers/members. S/he will require a skill set that includes product knowledge, interpersonal, sales and marketing skills, all geared to meeting customers’ needs and foster strong business relationships with customers.

Duties and Responsibilities

● As Centre Head, oversight responsibility for all centre staff, ensuring that they are well versed in company policies, procedures and products
o Subtle check staff and assist them to fix any KPIs that need resolution, in liaison with HR
o In liaison with HR, lead, manage and follow up performance reviews of all centre staff
o Provide team development and coaching of all centre staff as required
o Ensure COVID policy is always executed and adhered to

● Manage and build member relationship
o Oversight responsibility for day one planning and experience
o Familiarity with all contractual requirements of each customer such as financial arrangements and billing of services (for billing and collections)
o Move around the centre, engaging members and coordinating all centre activities and operations
o Direct responsibility in maintaining occupancy (sales and retentions)
o Overall responsibility in ensuring attendance of members and staff to scheduled community/ networking events
o Promote VIEW app usage to log issues

● Ensure Community Lite programs are planned for and executed
o Lite lunch planning
o Weekly treat planning
o Monthly breakfast planning
o Contribute to Community Comms (Blogs)

● Sales and marketing responsibilities
o Collaborate with sales team for marketing and product information in the assigned centre, including centre tours
o Collaborate with sales team for delivering meeting room sales targets
o Collaborate with sales team for knowledge room sales for both internal and external clients
o Assist sales team in finding, planning and executing suitable networking activities
o Understand local business and amenities – be familiar with local market research and customer surveys to assess demand responsibility in reporting to the management team on finance, occupation, time planning etc
o Brand service guardian – responsible for effective display and distribution of all marketing material within the centre
o Contribute to innovation – monitor demand for services and recommend/adjustments to support these demands
o Attendance of any scheduled community/ networking events

● Operations
o Oversight responsibility in managing facilities (reporting and following up on maintenance needs)
o Submit weekly tick sheet on Friday without fail
o Submit weekly incentive data without fail
o Direct interaction with Experience team for enhancement and coaching
o Schedule and attend meetings with CM/CRM/own centre meetings
o Ensure Centre “Dress the old” is done, neat and frequently changed
o Styling request (fix non-conformance and provide coaching to centre teams
o Oversight of facilities and tech – ensuring facilities and communication systems always run efficiently, via product control
o Quality coffee delivery (planning and facilities)

Performance Measures

● Decision Making/ Problem Solving/ Autonomy
o Measures effectiveness in understanding problems and making timely, practical decisions.
o Working on own initiative with contact from Supervisors as required

● Administration
o Measures effectiveness in planning, organizing and efficiently handling activities and eliminating unnecessary activities.
● Knowledge of Work
o Considers employee’s skill level, knowledge and understanding of all phases of the job and those requiring improved skills and/ or experience.

● Communication
o Measures effectiveness of listening to others, expressing ideas, both orally and in writing and providing relevant and timely information to management, co-workers and customers.

● Managing Change and Improvement
o Measures effectiveness in adapting to necessary changes from old methods when they are no longer practical, identifying new methods and generating improvement in the facility’s performance.

● Customer Responsiveness
o Measures responsiveness and courtesy in dealing with internal staff, external customers and vendors.

● Dependability
o Measures how well employee complies with instructions and performs under unusual circumstances. Includes attendance and timekeeping, according to the roster.

● Safety
o Measure’s individual’s work habits and attitudes as they apply to work safely.
Consider their contribution to accident prevention, safety awareness, ability to care for property and keep workspace safe and tidy.

● Employee’s Responsiveness
o Measures responsiveness in completing assigned tasks on time, following established standards, policies and procedures.

● Teamwork
o Measures how well the employee gets along with colleagues, respecting their rights and showing a cooperative spirit.

● Independent Action
o Measures effectiveness in time management as well as initiative and independent action within prescribed limits.

Qualifications, Skills & Experience

● Qualification & skills
o Excellent written and oral communication skills - able to connect to all levels of staff/ members (senior to junior)
o Athletic – highly energetic and chatty in a professional manner
o Well presented –presentable appearance, pleasant, maintains eye contact engagement and approachable
o Reliable and able to work over weekends when required
o Strong time management skills
o Basic analytical skills
o Strong attention to detail – point out not working/ out of standard/ old styling and escalate for improvement

● Experience
o 10 years of working experience in the hospitality industry (hotel, gyms, membership clubs, restaurant)
o Managed staff experience
o Experience dealing with international style clients
o Experience arranging social events
o Some experience in sale's element
o 4 years’ experience operational (floor experience in a hospitality environment)
o Manage white-collar and non-reporting staff (by influence)

Important Safety Tips

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