General Manager - Germany

About Industrious: 

Industrious is the largest premium workplace-as-a-service provider and home to the highest-rated workplaces in the industry. Operating 200+ units in more than 65 cities globally, Germany is the latest addition to our ambitious European expansion.

Everything we do comes down to creating great days for teams of all sizes and stages, including our own. We believe what makes a great day at work is the people on your team and the problems you get to solve together. We’re looking for people who love thinking outside the box and thrive in a truly collaborative setting. As teammates, we encourage new ideas and toast every win. We’re excited about having a meaningful impact on people’s workplace experience.

About the Role:

As the first General Manager of our German market, you’ll be in charge of launching our entire operations in this new market. This will involve opening new flex office locations and managing the daily operations of all those locations. You will oversee a team of hospitality, sales, and operations staff. You’ll set the market's strategic direction and drive customer experience, sales, and operational excellence.

What skills will I need to be successful in this role?

People Management

You’re excited about growing a high-performance team through hiring, building trust, coaching, and inspiring. You know how to drive engagement within your team, so they always want to go the extra mile. You’re the first person to celebrate their successes but know how to have the tough conversations needed to drive change.

• In this role, you’ll report to the Head of EU. You will build and oversee a diverse team, consisting of Member Experience Managers, Sales Managers, and Member Experience Associates. 
• We are looking for people with a proven track record of success in new business unit launches and multi-unit management, who have led teams of 10+ to deliver exceptional results.

P&L and Performance Metrics

You have an owner/operator mentality when it comes to managing a P&L. You are adept at analyzing data, identifying trends and issues, and knowing the levers you need to pull to maximize profitability. You are always looking to develop the commercial acumen and business understanding of your team, so they become better managers of their locations.

• In this role, you will have full ownership of the P&L for your market. Your success will be measured based on performance against metrics including Unit Revenue growth, EBITDA, and NPS.
• We are looking for people who have experience with P&L management and have a proven track record of developing strategies that drive P&L performance.

Sales and Revenue Management

You have your finger on the pulse of sales in your market. You know our product, why members want to join us, and how to ensure they stay. You love coming up with innovative ways to drive sales at a local level and are comfortable negotiating complex deals with large potential customers on a regional scale. You’re energized by delivering sales coaching to improve your team’s skills and outcomes.

• In this role, you will manage locally-based sales team members who will be responsible for managing the end-to-end sales process and pipeline. You’ll be hands-on with your market’s most complex deals, and launch new locations as your market expands. 
• We are looking for people who have experience managing sales teams in an in-person, direct-to-customer environment. 

Hospitality & Member Experience

You live and breathe hospitality. Not only do you know what great service looks like, but you know how to coach and inspire your team to deliver it. You have an eye for the details, and place customer experience at the forefront of everything your team does.

• In this role, you’ll manage a front-line team whose goal is to create a workplace experience that welcomes, empowers, and delights our members. You’ll work hand in hand with cross-functional partners in Facilities and Member Tech to deliver our best-in-class member experience.
• We are looking for people who have worked in high-touch service environments and have consistently delivered excellent customer experience.

Brand building, Presence, and Growth

As a new market GM you will need to build and execute a deep knowledge transfer strategy. You will have to embody the company culture and ethos to connect the global and regional corporate team with the local unit teams as well as the various business stakeholders such as partners, key vendors, and asset owners.

•  You’ll report on and take action against key performance metrics, including, but not limited to: Net Promoter Score, Revenue and Profit vs. targets, Performance against Hospitality Standards, operational consistency, and Industrious’ compliance with local regulations and practices.
• You will participate in the development and refinement of Industrious’ network strategy, guidelines, and systems, in collaboration with cross-functional partners.
• You’ll collaborate with the Marketing team to develop and execute strategies for user acquisition, customer engagement, retention, partnerships, and win-back strategies.
• You’ll ideate and implement product improvements and innovations.

Requirements

• Minimum of 10 years of proven leadership and and a track record of exceeding sales targets and the ability to inspire large teams to produce exceptional results ideally both in a national and international context
• Strong financial planning and analysis skills, along with strong commercial acumen are required in order to manage a P&L in a high-growth environment
• Excellent problem solver under conditions of uncertainty/ambiguity
• Track record of innovating or materially improving a business rapidly or with limited resources
• High degree of comfort working in a team with other executives
• Strong management and coaching skills, with comfort overseeing the hiring and development of German teams
• Passion and energy for leading teams, and creating exceptional customer experiences

Qualities

• Able to organize, plan, and manage multiple activities to accomplish desired results under tight deadlines
• Able to effectively make sound decisions under tight deadlines
• Enjoy working in a fast-paced environment
• Have strong technical aptitude and analytical skills
• Must be team-oriented and be able to lead productive, multi-discipline meetings
• Have impeccable and concise communication and presentation skills, verbal and written
• Find it easy to bridge corporate and start-up culture
• Act in a manner of integrity that shows support for the company, its values, and the employees, while maintaining a constant focus on meeting/exceeding requirements and expectations