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AfricaWorks hiring Success Manager.
AfricaWorks mission is to unlock Africa’s business potential by creating a leading business community that enables business growth.
AfricaWorks currently operates 9 flexible spaces across 8 cities on the Continent working with freelancers, entrepreneurs, local SMEs and Fortune 500 multinationals.
As part of its growth plan, AfricaWorks is looking to hire a Success Manager reporting directly to the Operations Manager.
Responsibilities :
1. Customer Service & Satisfaction:
Ensure Customer satisfaction
Build relationships with Clients
Maintain the service level which are in line with our standards
Ensure clients’ requests and complaints are handled in a proper manner and reporting is done on time
2. Operations
Ensure the smooth running of operations in the surfaces locally
Manage logistical organization with receptionists & facilities operators and collaborate with Growth Manager
Recruitment and training of the local team
Ensure SOPs are well implemented and followed by the team
Developing local partnerships for members (e.g. Hotels, Uber, etc.)
Manage the meetings rooms focusing on clients or partner’s requests
Manage the space tours
Reach objectives fixed for the Net Promoter Score NPS as per company standards
3. Finance :
Manage Budget of the space
Ensure Operational Expenses are in line with the Budget and objectives
Set control for Opex in all our surfaces locally
Liaise with finance team to ensure monthly billing to clients
Follow up clients Account Receivables with finance team to reach objectives
4. Sales :
Increase revenue from added services (meeting rooms, administrative support, business development support, corporate events etc.)
Identify potential new clients for AfricaWorks
Send proposals and follow up with potential clients
5. Marketing, Communication & Events :
Lead the marketing effort – both offline and online
Create the buzz & hype in town
Organize events to promote product awareness & brand visibility
Participate in the Management and animation of big events
Building and animating AfricaWorks community
Job requirements
Bold
Agile
Passionate about Africa and our mission
Professional attitude and appearance
Customer service orientation & Working under pressure
Proficiency in Microsoft Office Suite
Hands-on experience with office equipment (e.g., fax machines and printers)
Solid written and verbal communication skills in English and French
Ability to be resourceful and proactive when issues and complaints arise
Multitasking and time management skills with the ability to prioritize tasks
Excellent organizational skills
Proven experience in a similar role in the hospitality industry.