The Company

Be part of a dynamic story of growth and innovation across Africa and join a dedicated team focused on delivering the most advanced and design led work environments for large multinational and local corporations operating on the Continent.

KOFISI is Africa’s leading flexible workspace provider, offering enterprise all in one Memberships to the most sophisticated, productive and engaging office environments available. Owned by Sunbird Business Services, KOFISI has 6 Centres in Nairobi and is operational in a further 4 gateway cities, including Lagos and Dar Es Salaam.

KOFISI believes that employees are the most important part of any business and by providing a work environment that supports and stimulates its Members, through leading space design, the latest technology and front foot hospitality services, they will feel motivated and inspired to do their best – everyday.

First and foremost, KOFISI supports the productivity of business through first class hospitality service and in order to maintain our brand position as the flexible office industry leaders, we ask that every member of our team is motivated to deliver an incredible customer service every day.

All our personnel – no matter what their role – should be driven towards making every Members’ day hassle free, leaving them to concentrate on the most important aspects of their business. You are an integral part of an exciting and innovative service-led journey, and your skills, energy and experience fit into who we are.

Job Purpose

The Client Relations Manager is tasked with ensuring smooth running of the day to day operations in the assigned Centre, delivering the ultimate experience to our member community. Ensuring the position focuses on the value Front Foot Forward, s/he will be responsible to build, maintain and strengthen KOFISI’s relationship with the members. S/he will require a skill set that includes product knowledge, interpersonal, sales and marketing skills, all geared to meeting customers’ needs and foster strong business relationships with customers.

Overall Duties and Responsibilities

• Overall responsibility for all Centre staff, ensuring they are well versed in company policies, procedures and products
  • Collaborate with staff and assist them to fix any KPIs that need resolution, in liaison with HR
  • In liaison with HR, lead, manage and follow up performance reviews of all Centre staff
  • Provide team development and coaching of all Centre staff as required
  • Ensure COVID policy is always executed and adhered to
• Manage and build member relationship and loyalty
  • Oversight responsibility for day one planning and experience
  • Familiarity with all contractual requirements of each customer
  • Move around the Centre, engaging members and coordinating all Centre activities and operations
  • Promote VIEW app usage to log issues
  • Ensure member history is constantly updated
• Overall responsibility in ensuring attendance of members and staff to scheduled community/ networking events as well as all private events
• Support in planning member events
• Contribute to Community Comms (Blogs)

• Ensure private events are organized and executed professionally
• Ensure staffing in place for all events
• Appropriate follow up post events
• Collaborate with sales team for marketing and product information in the assigned Centre, including Centre tours
  • Work with sales team for delivering meeting room and knowledge room sales targets
  • Assist sales team in finding, planning and executing suitable networking activities
  • Understand local business demand through familiarity with local market research and customer surveys
  • Brand service guardian by effectively display and distribution of all marketing material within the Centre
  • Continuously monitor demand for services and recommend/ adjustments to support these demands
• Oversight responsibility in planning and coordinating daily business operations
  • Submit weekly and monthly reports in time as required and within set deadlines
  • Direct interaction with Experience team for enhancement and coaching
  • Ensure space styling standards are adhered to and provide coaching to Centre teams
  • Oversight of facilities and tech – ensuring facilities and communication systems always run efficiently
  • Ensure high quality cleanliness and maintenance in all areas of the Centre
• Financial
  • Responsibility of revenues and expenses for the Centre
  • Fiscally responsible for ensuring profitability of the Centre, working closely with the Finance team to optimize results

Basic Requirements

• Qualification & skills
  • Excellent written and oral communication skills – able to connect to all levels of staff/ members
  • Athletic – highly energetic and chatty in a professional manner
  • 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
  • Communicate effectively in both English and French, both written and verbal
• Experience
  • 5 years of operational working experience in the hospitality industry
  • Managed staff experience, both white-collar and non-reporting staff (by influence)
  • Experience dealing with international style clients
  • Experience arranging social events
  • Some experience in sales element