AfricaWorks recruits 01 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.