Customer Relationship Manager

Nairobi - Kenya

Monthly Salary: Not Disclosed

Experience Required: 5-10years

Posted on: 18 hours ago

Vacancies: 1 Vacancy

Job Summary

Lead and manage all Centre staff to operate with the highest hospitality service and cleanliness standards.

Oversee day-to-day Centre operations ensuring operational readiness space presentation and quick resolution of Member needs.

Track monitor and submit all operational reports (Weekly Core Reports stock reports ticket logs incident reports).

Ensure all built space issues and Member repair requests are channeled tracked and resolved through Facilities and D&B teams.

Manage all Centre tickets ensuring SLA adherence.

Responsible for Member onboarding Day One experience client relationship management NPS performance and service recovery.

Ensure F&B offerings and Member spaces are always stocked clean and ready.

Oversee financial responsibilities including invoicing collections revenue reconciliation and mitigation of business risk (suspensions/terminations for non-payment).

Track and manage procurement needs and cost control of Centre operational expenses

Support Sales with tours occupancy reporting and lead generation through guest interactions.

Support Events team in planning execution and revenue collection for event bookings.

Maintain OHS Fire Safety and compliance documentation.

Support company-wide sustainability and art program initiatives.

Conduct regular team coaching KPIs performance records and HR-compliant documentation.

Requirements

Qualification & skills

Excellent written and oral communication skills - able to connect to all levels of staff/ members
Athletic highly energetic and chatty professionally
Well presented presentable appearance pleasant maintains eye contact engagement and approachable
Reliable and able to work over weekends and evenings when required
Strong analytical and time management skills
Strong attention to detail and confident to provide suggestions for improvement

Experience

5 years of operational working experience in the hospitality or serviced office industry
Experience managing teams both white-collar and non-reporting staff (by influence)
Proven experience in managing conflict resolution and executing effective services recovery strategies
Experience dealing with international clients
Some experience in sales

Lead and manage all Centre staff to operate with the highest hospitality service and cleanliness standards. Oversee day-to-day Centre operations ensuring operational readiness space presentation and quick resolution of Member needs. Track monitor and submit all operational reports (Weekly Core ...