Operations Manager in Guildford

Role Purpose: This is not an operations role with some sales responsibility — this is a commercial leadership role. As Commercial Manager, you are the revenue driver, deal closer and growth engine of one of our largest workplaces. You own the commercial performance of the building — from pipeline to renewal, from enquiry to profitability.

Your mission is simple: Grow revenue. Protect occupancy. Maximise profit. Deliver an exceptional client experience while doing it.

You are the face of the workplace; you’ll run the ship, it’s yours. You actively hunt for new business, gather opportunities from your network and community, convert prospects into clients, and ensure every existing client renews because they simply don’t want to leave. You will be overseeing day-to-day operations, hosting social events, managing budgets and creating a unique and welcoming environment.

About You:

• You think commercially first.
• A natural Leader while driving performance.
• You understand revenue, margin and occupancy — not just service.
• You’re proactive, not reactive and always thinking one step ahead.
• You’re comfortable having pricing conversations.
• You enjoy winning.
• You balance warmth with commercial sharpness — professional, polished, but never passive.

Your Superpowers:

• A natural hunter – you don’t wait for enquiries; you generate them.
• Strong networker – visible locally, building meaningful referral channels.
• Deal maker – confident negotiating both new contracts and renewals.
• Commercially literate – you understand yield, occupancy, incentives and margin.
• Results-driven – targets excite you.
• Resilient – you don’t take “no” personally.
• Relationship builder – clients trust you.
• Detail-focused – your building is always tour-ready.
• Tech and systems confident – CRM, reporting, billing accuracy all matter.

What You’ll Do:

• Take full responsibility for occupancy, revenue growth and profitability.
• Drive new business across offices, memberships, meeting rooms and virtual offices.
• Deliver compelling, high-conversion tours.
• Negotiate and close new deals across all product lines.
• Manage and convert your own pipeline.
• Actively generate referrals from existing clients.
• Negotiate renewals confidently to protect revenue and minimise churn.
• Attend at least two targeted networking events per month to build your local pipeline.
• Develop strong relationships in your local area and community through relevant methods (networking, Chamber of Commerce etc).
• Drive strong client referrals to others by providing a great service.
• Deliver flawless tours to prospective clients, ensuring all show offices are 100% spot-on.
• Negotiate on new client deals across all product offerings.

Finance & Administration:

• Prepare accurate monthly client billing with your Workplace Manager.
• Manage petty cash and workplace expenses.
• Support credit control and debtor management.

IT & Systems:

• Help clients with basic IT and telecom setups.
• Keep the comms room in check and liaise with IT providers.
• Maintain accurate IT system records.

How We’ll Measure Your Success (KPIs):

• Occupancy (retention and new business).
• Positive NPS growth.
• Clients are happy and engaged – giving high satisfaction scores.
• Deliver an exceptional customer experience every day.
• Resolve all client issues within 48 hours.
• Keep the workplace fully compliant with health and safety standards.