Position details:

Reports into: National General Manager.
Start: As soon as possible.
Probation Period: Six-months from commencement.
Location: Sydney.
Ordinary Hours of Work: 9am – 5pm.
In addition to ordinary hours of work, you are expected to attend the six-monthly ‘Hub-6’ strategy gathering which may require 3-days of travel.
Salary: To be discussed at interview stages.

The purpose of the role:

The purpose of this role is ensure the smooth operations across currently one (soon to be two) member clubhouses based in Sydney. Reporting to the National General Manager,  you will motivate, inspire and lead your teams to continually exceed business objectives, financial targets and member deliverables across both clubhouses.

The General Manager is a business development dynamo, has exceptional interpersonal skills, and is an excellent communicator. In their role, they take the lead on ensuring clubhouse retention targets are met, and are responsible and accountable for revenue targets. You will also be responsible for ensuring that our staff and member experiences are second to none.

The General Manager leads the local team to live our values, realise our brand promises and develop and nurture staff for individual and team success.

Areas of responsibility:

• Cultivate a great work environment.
• Nurture a thriving team culture.
• Ensure that teams have accurate and timely KPIs and metrics.
• Support learning, training and development for staff (in liaison with Hub Australia team) to ensure employee satisfaction and retention.
• Ongoing policy development and system trainings documented via our internal learning platform and wiki.
• Facilitate open and ongoing conversations amongst the team around feedback and improving our personal and collective performance.
• Conduct monthly coaching sessions with all direct reports and support Community Lead with their monthly coaching sessions.
• Work with Hub Australia General Manager to hire and onboard the team.
• Living and breathing our values: Collaboration, Accountability, Adaptability, Resourceful and Beyond Profit.

Member Experience

• Work with Local teams to deliver a customer experience so great that people want to recommend us to others.
Develop and train new staff members on clubhouse customer service/experience.
Develop and train local teams on protocols and expectations in regards to customer service.
Develop and implement ongoing feedback loop between local teams and members.

Systems Improvement and Optimisation

• Develop and improve systems and procedures that allow the business to scale whilst improving the member and staff experience
• Ongoing improvement of policy and procedures to improve company effectiveness and reduce areas of risk and inefficiency.
Develop new systems and products that provide a connected member experience that maximises retention and lifetime customer value.
Maintain general oversight to ensure accuracy and ongoing documentation of relevant records and contracts.

Financial Management and Profitability of Hub Sydney

• Local teams all have visibility and autonomy for their P&L. Your role is to work with the local teams to ensure achievement of EBITDA, controls on expenses and ways to improve margin.
Provide visibility regarding overall financial health of the company over monthly, quarterly and annual cycles.
Ensure that financial metrics for the team are easily accessible and constantly improve their relevance and timeliness.
Coordinate preparation of budgets and regular variance statements.

Sales and Marketing   

• Liaise with New Member Lead, Community Lead and Marketing Lead to ensure effective marketing and sales strategies for Hub locally and nationally.
Liaise with local team around the content, production and distribution of marketing and publicity materials.

Systems (Finance, Technology and Administration)

• Develop systems in liaison with Hub Australia and local team.
Maintain general oversight to ensure accuracy and ongoing documentation of relevant records and contracts.
Ongoing improvement of policy and procedures to improve company effectiveness and reduce areas of risk and inefficiency.

Team and Project Management

• Nurture relationship between roles at the city level and coordinate communication between city and national teams.
Coordinate and support local team in key Hub 6 events such as member Town Hall meetings Hub Health Index.
Attend, coordinate and optimise meetings.
Support the company in its ongoing B-Corp certification.

Identify New Opportunities

• Pay attention to Hub Australia’s position in the growing coworking market and adapt strategies to the shifting landscape when appropriate.
Work with local teams to create extra value for customers, staff and community.
Develop new services and revenue streams that can be implemented locally and scaled nationally.

Outcomes that we measure you by (KPI’s):

• Annual Run Rates
EBITDA (Measure of profitability)
NPS & eNPS (Net Promoter Score – Customer and Staff satisfaction)

What you’ll be rewarded with:

• Being a key member of an energetic, dynamic and fun national team.
The satisfaction and challenge of enabling an inspiring and diverse network of over 1000 members nationally and connecting them globally.
Being part of a B-Corp certified company with a vision and plan to make a difference.
Two paid days per year on company time to undertake volunteering plus a day within your birthday month.
Working from one of the coolest workplaces in town.
Phone allowance and use of a MacBook.
Personalised training and development program.

To apply, please send a copy of your resume and cover letter to hello@hubaustralia.com with Sydney General Manager in the headline. We look forward to hearing from you.