Role overview An opportunity has arisen for an Experience Manager to join Eat Work Art. The role is suited to a hands-on, positive leader bringing energy, passion & an exceptional eye for detail to everything they do. The focus will be on delivering exceptional service and genuine hospitality in design-led and functional spaces. You will motivate a team of Community Managers to ensure a warm and memorable experience for all visitors and existing and potential residents while keeping service quality high and operations running smoothly, ensuring our locations stand out against competitors. Who we are Eat Work Art is a rapidly expanding independent business that revitalises unique buildings into thriving workspace hubs and destinations for leaders across the creative industries. Our workspaces are nestled amongst food and beverage, retail and wellness offerings from independent businesses. Our best known ventures include Netil House, Netil Market, and Hackney Downs Studios. At Eat Work Art we aim to shape and operate our workspace locations to enable a wide variety of inspiring businesses to optimise their working environment, with flexible spaces and exceptional onsite facilities in vibrant locations across London and Devon. Our workspaces are nestled amongst food and beverage, retail and wellness offerings from independent businesses. Our dynamic, collaborative approach and refreshing culture makes Eat Work Art an exciting place to work. Key Responsibilities Presentation & Customer Service: Leading on the presentation of the buildings, ensuring an excellent first impression for all residents and visitors Solidifying the standards of all communal areas across sites, proposing improvements and budgets to ensure consistency Training of all internal and external persons on approved standards, implementing a system for sign off and spot checking Auditing the functionality of all locations, assessing touch points from wayfinding to breakout spaces Full immersion in the Eat Work Art product to attain a thorough understanding of Eat Work Art’s design approach and the look & feel of each building Supporting the commercial team by reviewing feedback from viewings and leads, building this into overall strategy Assisting with the implementation of a 5 star customer service framework, ensuring consistency in resident and guest communications across all departments Leading on the implementation of customer analysis and mystery shopping projects, making informed decisions based on results Building Operations: Inspecting studios between leases; assessing the condition pre and post move out, documenting and storing inventory & condition reports, ensuring residents have the best possible move in and out experience Maintaining the CRM with known studio features and limitations to ensure sales team are meeting resident expectations Supporting the maintenance with achieving 100% compliance across sites & maintaining the e-filing system for compliance Performing stock take on a monthly basis to hit business KPI on stock accuracy Gathering quotes and coordinating one off and regular deep cleaning services Improvement of our online ticketing system & building management tools to ensure quick response times and communications Assisting with costing, procurement and stock control for improvement projects Line Management: Management of a team of a team of Community Managers & Assistants, mentoring and training to ensure their day-to-day work prioritises achieving and maintaining the highest standards of customer experience Overseeing the Front of House team across sites, ensuring we recruit, retain and develop the best candidates Essential Requirements At least 2 years experience in a similar role, ideally in a high end creative environment Line management of a diverse team Good working knowledge of Google Suite, CRM & project management software Exceptional eye to detail Capable of prioritising tasks Flexible, self-motivated and results orientated IOSH Health & Safety training certification advantageous but not essential Benefits Generous Health & Wellness Package Company Events Cycle to Work Scheme Perkbox Membership Flexible Working Discounts with EWA Access BUPA 24/7 Counselling support Aviva Pension 23 days holiday, plus bank holidays and 1 additional day per year (up to 3 years) Salary: £3 5,000 - £42,000 Reports to: Operations Manager Work Schedule: Full-time or flexible hours available Department: Operations Location: Multiple sites across London, with a primary base at Netil House, E8 3RL Note: This role is being advertised as both Operations Manager and Experience Manager in order to reach suitable candidates. The title will be Experience Manager, reporting to our Operations Manager. Application Process If you would like to apply for this role, please send us your CV and covering letter.