Head of Commercial and Business Performance

Reporting directly to the owners, the Team Lead is accountable for the overall operational performance of the company's flexible workspace portfolio. This role leads multi-site teams to drive sales performance, maintain exceptional customer experience standards, and maximize occupancy and profitability across all locations. As the company's primary operational leader, you will oversee day-to-day operations, develop department heads, streamline processes, and ensure consistent execution of business strategies. You will foster a high-performance, accountability-driven culture while identifying opportunities to improve operational efficiency, enhance service quality, and achieve sustainable business growth. Operations & Service Excellence Oversee the day-to-day operations of all workspace locations to ensure consistent adherence to company standards and operating procedures. Monitor service quality and customer satisfaction, implementing improvements to enhance the overall client experience. Ensure operational processes are efficient, compliant, and consistently executed across all locations. Identify operational challenges and implement effective solutions to improve productivity and service delivery. Sales Performance Monitor sales pipeline, occupancy rates, and revenue performance across all locations. Drive the achievement of sales targets through performance tracking, coaching, and strategic initiatives. Coach, mentor, and support the sales team to improve conversion rates and customer engagement. Review pricing strategies, promotional campaigns, and sales initiatives to maximize occupancy and profitability. Identify and pursue opportunities to generate new revenue streams and business growth. Marketing & Community Engagement Oversee the execution of marketing campaigns, promotional activities, and brand initiatives. Ensure social media, partnerships, events, and community engagement activities effectively support occupancy and revenue goals. Maintain brand consistency and customer experience standards across all locations. Evaluate marketing performance and return on investment (ROI), recommending improvements based on data and business objectives. Team Leadership Lead, coach, and mentor department heads and key team members to achieve business goals. Conduct regular one-on-one meetings, performance check-ins, and team development sessions. Foster a collaborative, high-performance, and accountability-driven culture. Assess staffing requirements, support talent development, and build succession plans for critical roles. Performance Management Develop, implement, and monitor key performance indicators (KPIs) across all departments. Conduct quarterly and annual performance evaluations, providing constructive feedback and development plans. Create and oversee performance improvement plans for underperforming employees. Recommend promotions, incentives, disciplinary actions, and training initiatives based on performance and business needs. Ensure company policies, standard operating procedures (SOPs), and quality standards are consistently followed. Financial Oversight Monitor departmental budgets, operating expenses, and overall financial performance. Review monthly profit and loss (P&L) reports and identify trends impacting profitability. Recommend and implement cost-saving initiatives while maintaining service quality and operational efficiency. Support strategic planning by providing operational and financial insights to company leadership. Bachelor’s degree in Business Administration, Management, Hospitality Management, Marketing, Finance, Real Estate, or a related field At least 5 years of experience in operations, general management, business operations At least 2 years in a people-management role, preferably leading managers, department heads, or cross-functional teams. Demonstrated responsibility for revenue, sales performance, budgets, operating expenses, or P&L Experience developing or implementing KPIs, operating standards, and performance-management processes Strong business communication, analytical, decision-making, and stakeholder-management skills Willingness and ability to regularly visit and oversee all Acceler8 locations