Membership Account Manager -FTC until June 2027 in London

The company

At Fora, we are fuelled by a desire to enhance the way people work. We are here for the progressives, the forward thinkers, the status quo-challengers, the creators and the innovators. With signature hospitality, a like-minded community of members and a re-energising wellness experience, Fora takes the grind out of daily work-life, so members can focus on what’s important – working productively, healthily and happily.

Our journey began over 20 years ago, when we opened our first location on London’s City Road. Since then, our collection has grown to over 60 distinctive workspaces across London, the UK and Germany, totalling 3.2 million sq ft of real estate. Over the last two decades we have welcomed approximately 300,000 members through our doors, with over 30,000 members today, and boast market-leading retention rates.

As a trusted workspace provider for teams of all sizes, from established brands to new ventures, our uniquely designed, flexible office spaces come with a range of exceptional on-site amenities and a dedicated Member Experience team to take care of all the day-to-day details. Ocado, The British Fashion Council and Pangaia are just some of the businesses who call a Fora workspace home.

Fora is London’s leading provider of flexible office spaces. All of our design-led spaces are open and supported by our dedicated front-of-house teams, five days per week. Fora is part of The Office Group, backed by Blackstone and Brockton Capital. We have ambitious plans to expand our collection of workspaces in the future, pioneering industry change through our conscious design and construction practices, and creating workspaces that empower our members to work in their own unique way.

The Role

The role of the Memberships Account Manager is to fully qualify all Co-working and Virtual Office opportunities that enquire to The Office Group via direct sources or through third-party channels. The individual must have excellent customer service skills to identify the best solution within our portfolio to each client and will be accountable for conversion of membership enquiries from initial qualification, to viewing, to sale as well as account manage any existing member requests in your designated area. The individual will need to work effectively as part of a sales team and have excellent time management and organisation skills to remain in control of all live opportunities and requests. As an ambassador for The Office Group you will be expected to cross-sell all products and workspaces within our collection.

Key Responsibilities

• Fully manage, convert, and transact membership (Co-working and Virtual Office) enquiries
• Be the first point of contact for members and potential members by telephone, email or leads from the Fora website
• Qualify clients through analysis pre-call to learn about their business and potential needs
• Liaise with the prospective client and confidently qualify all leads and offer the best and most suitable solution for them
• Convert the enquiry to viewing stage through objection handling and detailed discussion around the collection.
• Within one hour, liaise with the prospective client and agent to discuss our memberships
• Deliver and exceed daily/weekly KPIs set by your sales manager
• Work effectively as part of a team towards group KPI targets
• Liaise with third parties to book in viewings with the General Manager / Member Experience Manager within the appropriate workspace
• Check all compliance documents received are in line with trading standards and company regulations
• Ensure clear handovers are in place for the building teams once client has signed up for a membership
• Manage each lead on the CRM system and become efficient in using system correctly for managing leads and report running
• Arrange follow-up conversations and viewings for each opportunity
• Raise licence agreements for all products lines to include Co-Working memberships on the CRM system accurately and efficiently
• Respond to any existing member requests in your designated area including upgrades, downgrades and add-ons.
• Retaining members who wish to terminate through thorough consultation.
• Ensure sale is in line with discount strategy and to proactively drive the rate where possible to increase revenue occupancy.
• Support Sales Manager in forecasting to the Head of Product Sales

Requirements

• Knowledge of telesales functions (essential)
• CRM experience (essential)
• Market knowledge (desirable)
• Account management experience (desirable)

At The Office Group, we know that work isn’t just about working. We offer all of our employers a fantastic range of benefits, including:

• 4 days in the office and 1 WFH
• 28 days annual leave
• Birthday Leave
• 2 weeks work from anywhere
• Annual leave purchase scheme
• 5% Pension scheme
• Life Assurance
• Discounted Gym membership
• Season Ticket Loan
• Cycle to Work Scheme
• 25% Discount at Fora Cafes