City Manager

The City Community Manager is the city-level owner for performance, experience and growth execution across all co-working spaces in the city e.g. Karachi. In addition to driving occupancy, retention and service excellence, the role actively supports city-level business development initiatives aligned with the company’s short- and long-term expansion goals. This position plays a critical role in identifying growth opportunities, strengthening market presence and enabling sustainable city-wise expansion while maintaining operational and community excellence.

Key Responsibilities:

• Own occupancy, retention, renewals, NPS (Net Promoter Score) and tour conversion performance across all Karachi locations.
• Act as the single point of accountability for city-level community and front desk KPIs.
• Ensure consistent execution of SOPs, service standards and brand experience across sites.
• Directly manage, coach and mentor all Community Associates and Community Officers in Karachi.
• Conduct regular site visits to assess performance, service quality and operational discipline.
• Drive accountability through regular reviews, KPI tracking and corrective action plans.
• Build a high-performance culture focused on ownership, service excellence and upselling.
• Design and execute city-level community engagement strategies, events and initiatives.
• Ensure events and activations support retention, renewals and lead generation, not just engagement.
• Foster a vibrant, inclusive and professional community culture aligned with brand values.
• Provide city-level operational oversight across all Karachi locations, ensuring that day-today operations delivered by the Operations team are aligned with community standards and member experience expectations.
• Act as the primary coordination and escalation point between Community teams and Operations for all site-level operational matters including facilities readiness, housekeeping standards, utilities and service vendors.
• Review and monitor operational performance reports, incident logs and service tickets to ensure timely resolution and adherence to defined SLAs.
• Ensure that operational issues impacting member experience are proactively identified, escalated, tracked and closed in collaboration with the Operations team.
• Validate operational readiness of sites for tours, move-ins, events and renewals, ensuring no experience gaps at the front desk or community level.
• Work with Operations to support capacity expansions, space reconfigurations and site upgrades, ensuring minimal disruption to members.
• Maintain oversight of health, safety and compliance standards at all locations, escalating risks and ensuring corrective actions are implemented.
• Provide structured feedback to the Operations team and leadership on recurring issues, efficiency gaps, and improvement opportunities from a city perspective. 5. Sales Support & Revenue Enablement
• Support the Sales & Solutions team by improving tour quality, follow-ups, and conversion discipline.
• Track vacant offices, movement-in timelines and renewal risks at city level.
• Identify upselling and cross-selling opportunities and ensure teams are trained to execute them.
• Design and deliver ongoing training for Community Associates and Officers on: Member experience & NPS , Tours & conversion, Renewals & retention conversations, Upselling and cross-selling
• Ensure 100% compliance with SOP and service training.
• Prepare and submit regular city performance reports covering occupancy, NPS, retention, conversions and team KPIs.
• Collaborate closely with Sales, Marketing, Finance and Operations to align city execution with business goals.
• Provide on-ground insights and recommendations to the Country Sales & Solutions Lead 8. Business Development & City Growth Enablement.
• Support city-level growth objectives by identifying and developing relationships that enable new locations, capacity expansion and strategic partnerships.
• Represent the company at relevant industry events, property forums and business networks to strengthen brand presence and uncover growth opportunities.
• Actively gather market intelligence on demand trends, emerging commercial zones and competitive activity within the city, including the competitive analysis.
• Collaborate with the Country Sales & Solutions Lead and leadership team by contributing qualified city-level growth opportunities into the broader expansion pipeline.
• Support feasibility discussions by providing on-ground insights related to location potential, demand indicators and community dynamics.
• Ensure that any growth initiative aligns with brand standards, operational feasibility and long-term sustainability

Job Type: Full-time

Work Location: In person