General Manager of Sales & Operations

About Serendipity Labs, Inc.

Serendipity Labs offers upscale workplace communities to its members from a cross section of industries. It does so through the superior service delivery of flexible workplace offerings such as private offices, team spaces, coworking memberships and venues for events and business meetings. With a growing national and international network, our flexible membership plans allow Members to work, meet and innovate in our inspirational settings in urban and suburban locations.

As we expand our network of locations and grow membership, we are looking for the best talent to join our team. This is a fast-moving industry that requires passionate, engaging, high energy individuals that stand out in a crowd and that our members and prospects will enjoy interacting with every day. This is the perfect role for anyone who has a passion for finding new business and solving people's/business challenges with high value solutions.

General Manager of Sales & Operations – Full Time

Key Objectives:
• Overall P&L responsibility encompassing total lab performance including revenue and cost control in the areas of event sales & delivery, membership sales, marketing and community outreach. This role is responsible for increasing membership, event and meeting room reservations.
• Delivering upon our customer service promises and hospitality approach through the development and management of the lab team and to go above and beyond for our members.
• The running of a high performing lab operation delivering upon revenue, cost and profit goals alongside a very memorable experience for our members each day.
• Building and managing a strong pipeline to ensure achievement of your locations revenue goals.

Key Accountabilities
Financial Performance
• Responsible for achieving financial targets and monthly quotas related to membership, event sales, additional services and meeting room bookings.
• Financial performance shall be evaluated based on revenue and cost performance to budget and profitability of the lab through successful P&L management.
• Participate in the business reviews, account for financial performance and agree upon actions required to improve performance.
• Reviewing controllable lab level costs and ensuring performance to budget alongside periodic review of pricing and service level with local vendors to ensure the very best margin performance.

Sales Responsibilities:
• Be able to conduct excellent tours of the lab according to brand standards
• Effective use of Salesforce in compliance with sales process SOP.
• Generating a strong pipeline by connecting and cultivating relationships with brokers, influencers, CRE professionals and major local employers.
• Ability to articulate key brand differentiators.
• Working alongside marketing on the messaging and outreach to your prospects.
• Masterful handling of objections
• Making cold calls contact with your prospect list and delivering against agreed activity cadences in Salesforce.

• Isolating more immediate needs from relationships that require development.
• Issuing proposals and following up on immediate business needs from your accounts and outreach.
• Managing the renewal process working to retain every customer at right price and the right margin.
• Maximize revenue from services by up and cross selling services to new and existing members.

Marketing & Local Outreach:
• Have an excellent knowledge of your local market, competition, your lab, pricing and services offered.
• Have a good understanding of the locations offered within the SL Network and be able to articulate and demonstrate key differentiators.
• Drive brand awareness by acting as a brand champion when networking, building local partnerships, engaging Broker relationships, and executing community outreach.
• Oversee the Lab Team execution of Artist program, Member & Partnership Events, and social media content contributions.
• Work with RVP and Marketing to create promotions tailored to your locations needs to drive business.

Member Experience
• Responsible for the overall member experience from the members first day until the time they depart.
• Develop a rapport with Members to cultivate a warm professional environment and sense of community.
• Be visible and always delighted to assist.
• Responsible for resolving member issues and escalating them when needed.
• Instrumental in managing the overall member experience by ensuring the team members provide superior service.
• Ensures that visual and brand company standards are delivered and maintained at the lab.

Lab Operations
• Approve vendor invoices in Sage to ensure prompt payment and correct rebilling to clients as appropriate.
• Ensure agreements are signed and paid, and Member onboarding information is completed prior to allowing access to offices or services, per the onboarding SOP.
• Oversee and ensure that all areas of the lab are well presented at all times.
• Oversee and ensure that all operational systems are in working order and escalate issues to resolve in a reasonable timeframe
• Representing the Brand appropriately as defined by the SL Brand Standards

Team
• Responsible for the recruiting, induction, ongoing management and development of lab team members including support and ongoing training.
• Conduct regular team meetings to set priorities, communicate lab performance, upcoming deadlines.
• Provide an escalation point for the team and members at the lab should they have issues or questions.
• Managing the staff schedule and ensuring compliance with variable hours budgets and overtime policies.
• Actively supporting professional growth of Lab Team Members.

Essential Knowledge, Skills, and Abilities:
1. Minimum 2+ years of experience as a Team Leader in hospitality driven environment and proven P&L management experience.
2. An entrepreneurial spirit/ability and keenness to run/own a business.
3. Ability to consistently deliver a high level of customer service.
4. A keen attention to detail and ability to be proactive in support Team, Members, and Guests.
5. The ability to lead and delegate while holding Team Members accountable.
6. Proven sales skills, the ability to close M&E sales, and meet sales targets.
7. Demonstrated ability to build a book of business/pipeline through outreach and community/business engagement and the self-generation of leads.
8. Exceptional communication skills allowing you to manage a team and give clear direction alongside conveying value and a strong level of engagement to prospects and members.
9. Excellent organizational skills including the ability to prioritize and multitask.
10. Ability to work with grace under pressure and demonstrate flexibility.
11. The ability to use a standard CRM system on a daily basis– Salesforce.com preferred.
12. Good IT knowledge including use of MS outlook, excel, word and PowerPoint.

Requirements:
• Experience in working in the Hospitality/Services business.
• Property management experience.
• Knowledge of business software and other business equipment.
• Business center/Executive Suite experience or hotel experience, preferred.

Mental Requirements:
• Reasoning, remembering, mathematics, appropriate language (verbal and written) ability.

Physical Requirements:
• Ability to handle interruptions to workflow.
• Ability to receive written or oral instructions.
• Ability to work with a variety of individuals.
• Ability to listen and respond clearly.
• Hearing – Ability to receive detailed information through oral and telephone communication.
• Talking – Clearly expresses ideas by means of spoken word.
• Repetitive Motions – Substantial movements of wrists, hands and fingers.
• Vision – Ability to see and read.
• Crouching, kneeling, standing, sitting, climbing, stooping, walking, pushing, pulling and lifting.
• Ability to handle small tools such as a drill, hammer, screwdriver, etc.

A review of this description has excluded the marginal functions of the position that are incidental to the performance of
fundamental job duties. All duties and requirements are essential job functions.

All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.

This job description in no way states or implies that these are the only duties to be performed by the team member occupying this position. Team members will be required to follow any other job-related instructions and to perform any other job-related duties requested by their team leader.

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently.

This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.

All requirements are subject to possible modification to reasonably accommodate individuals with disabilities. 

Employment is contingent upon successful completion of all applicable pre-employment screenings, conducted in compliance with local, state, and federal laws.  

Serendipity Labs is an equal opportunity employer.