Commercial & Experience Manager

Commercial & Experience Manager

Pertemps Reading are currently recruiting for a Commercial & Experience Manager to join their reputable client based in Reading.
As a Commercial & Experience Manager you will be responsible for leading the overall performance of the centre, ensuring exceptional customer experience, strong commercial outcomes, and full operational and compliance delivery. This role drives commercial performance by supporting sales efforts, with a focus on coworking memberships and meetings & events revenue, while also maintaining complete operational oversight of the centre, this includes but is not limited to people leadership, health & safety, supplier management, quality standards, and financial performance. This role combines senior site leadership with hands on commercial ownership, ensuring agreed budgets and KPIs are exceeded through customer advocacy, community engagement, and high-quality operational delivery

Hours: 40 hours per week, Monday to Friday - 8:30am to 5:30pm (occasional work out of normal business hours)

Your main duties as a Commercial & Experience Manager will be grouped as:    
     
     Commercial Performance & P&L Ownership

• Deliver and exceed agreed monthly budgets and KPIs for the centre.
• Drive maximum revenue from coworking memberships and meetings & events.
• Use all available products and services (excluding office sales) to sustain and grow revenue.
• Monitor, forecast, and control costs to ensure financial objectives are met.
• Support budgeting, forecasting, and performance reporting as required.

      Operations & Customer Experience

• Ensure the smooth day-to-day operation of the centre.
• Maintain the highest standards of service, presentation, and customer experience at all times.
• Take responsibility for customers following handover from the Commercial Sales Executive., managing operational needs such as build works, move-ins, and onboarding to ensure a seamless transition from sales to occupancy. 
• Act as the senior escalation point for customer issues, ensuring swift and effective resolution.
• Identify opportunities to improve processes, service delivery, and operational efficiency.
• Ensure quality assurance processes are consistently applied.

     People Leadership

• Lead, manage, and develop the on-site team, including Experience & Events Assistant Manager, Community Hosts, and Guest Experience roles (where applicable).
• Foster a high-performance, customer-focused culture through clear expectations, coaching, and regular feedback.
• Manage recruitment, performance, and conduct in line with HR processes including performance management and development planning.
• Ensure appropriate staffing levels to meet operational and commercial demand.
• Conduct regular 1:1s and support continuous professional development in line with HR expectations.

      Repairs, Suppliers & Facilities

• Identify repairs and maintenance requirements and ensure timely resolution.
• Manage and approve supplier relationships in line with company policies.
• Drive cost efficiency, quality, and speed through the use of compliant suppliers.
• Commission and oversee small repairs and minor fit-out works as required.

      Health & Safety

• To have a comprehensive understanding and ensure compliance with the NewFlex health and safety policy and processes.
• Complete all iAuditor checks and resolve any issues within acceptable timeframes.
• Management of the accident book and the reporting of all incidents, accidents and near misses. Compliance with RIDDOR.
• Review and update as necessary the emergency evacuation procedures.
• Ensure appropriate health and safety arrangements are in place to minimize risks and provide for safe working conditions for all building users.
• Ensure all building related issues are reported via the property portal and oversee remedial actions, as required, are completed in a timely manner:
• Arranging all annual mandatory H&S requirements for the centre and ensure certification is uploaded to the property portal in a timely manner.
• Strict monitoring of contractors to ensure their working practices are in line with our policies and processes and ensure completion of permit to works.
• General administration and coordinating of contractors for planned works.

      Compliance

• Ensure the centre operates in line with company policies, procedures and processes.
• Maintain up to date knowledge of GDPR and AML legislation and ensure the business follows mandatory requirements
• Escalate identified issues and risks to the compliance manager  
• Working with Compliance Manager to ensure that all customer agreements are current, correct and accompanied by the correct supporting documentation.
• Validating customer identification to ensure adherence to AMLR policy
• Work with the Compliance Manager to ensure our virtual customers are managed and operate in line with our virtual policy

      Policies & Governance

• Ensure all company policies, procedures, and processes are followed consistently.
• Proactively identify opportunities to improve operational and compliance processes.
• Ensure ESG and governance requirements are implemented at site level.

Training 
Complete all mandatory training modules annually:

• Anti-Bribery Fundamentals
• Anti-Money Laundering: Know your Risk
• Code of Conduct
• Cyber Security: Journey to Safety
• ErgoWize Assessment  
• Environmental Awareness: A Global Outlook
• Fire Safety Awareness 
• GDPR: A Practical Overview for All Staff 
• Legionella  
• Understanding Fraud: Identify and Prevent Workplace Fraud
• Whistleblowing
• Working with the Modern Slavery Act UK
• An Introduction to Unconscious Bias 
• Sexual Harassment: A Practical Overview 

 
Skills & Qualities

• Strategic planning and organisation
• Stakeholder and relationship management
• Demonstrates the ability to operate autonomously, managing priorities and delivering high-quality outcomes with minimal supervision.
• Highly driven, dependable, and consistently motivated to exceed expectations.
• Exhibits exceptional attention to detail, ensuring accuracy and excellence in all work outputs.
• Maintains a strong sense of ownership and pride in delivering work to the highest professional standards.
• Collaborates effectively within cross-functional teams while showing initiative and self-direction.
• Approaches challenges with a proactive, solutions focused mindset and a positive, can-do attitude.

Knowledge & Experience

• Proven experience in meetings, events, hospitality or flexible workspace operations
• Demonstrable experience in customer-facing roles with a strong commercial and revenue focus
• Confident in business development, relationship management and networking
• Confident user of Microsoft office 365 (Word, Excel and Outlook).

Qualifications
Minimum Grade C in English and Maths (or equivalent)
Fire Marshal (Training provided)
First Aid at Work Certificate (Training provided)

Benefits

• 33 days Annual Leave (including Bank Holidays)
• Birthday Off
• Volunteering Days 
• Discounted Private Medical Insurance Cover
• Life Assurance
• Income Protection Insurance
• Payroll Giving
• Cycle Scheme
• NEST Pension Scheme
• Employee Assistance Programme
• Annual Flu Jabs
• Eye Tests
• Training Support Package
• Enhanced Maternity, Adoption, Shared Parental and Paternity Pay
• Annual Professional Membership Subscription

If you are interested in this Customer & Experience Manager role, please click “Apply” now!