Client Relationship Manager

4 days ago

Nairobi, Nairobi Area, Kenya KOFISI Africa - Centres of Productivity Full time

Job Description

  • 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.

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