Customer Relationship Manager

3 days ago

Nairobi, Nairobi Area, Kenya KOFISI Full time
● 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.

RequirementsQualification & 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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