Overview
City Team Lead Community Manager (M/W) at Regus. As a Team Leader and Operations Manager, you are the cornerstone of operational excellence and team leadership across your assigned cluster. Your mission is to ensure customer satisfaction, drive performance, and lead a motivated, efficient and process-oriented team. You will be accountable for key performance indicators such as retention, revenue, customer satisfaction, center readiness and financial compliance (e.g., bad debt, overdue).
This is a strategic and hands-on role, ideal for a leader with a deep understanding of operations and a passion for people development, process improvement, and delivering a premium customer experience. In Switzerland Regus operates over 50 business centers in 15 cities; the role supports our centers nationwide with opportunities for international collaboration.
Key Responsibilities
* Operational Excellence
o Ensure all centers are compliant with company policies and operational processes.
o Monitor and drive KPIs (NPS, occupancy, retention, revenue, overdue, audit scores).
o Oversee center readiness including health & safety, cleanliness, and facilities functionality.
o Manage local vendor and supplier relationships in coordination with the PM Team.
* Team Management
o Lead and coach a team of Community Sales Managers, Community Associates, and support staff.
o Conduct regular 1:1s, performance evaluations, and development plans.
o Foster a positive and high-performing team culture.
* Customer & Commercial Focus
o Serve as an escalation point for key customer issues and feedback.
o Support in managing renewals, retention, and customer engagement.
o Encourage upselling and cross-selling within your cluster.
o Ensure each customer has an exceptional journey in our centers.
* Training & Process Ownership
o Train new joiners and lead by example on process adherence.
o Be the go-to person for new operational updates and implementation.
o Act as the guarantor of policy compliance and documentation quality.
* Community Building & Brand Representation
o Champion internal culture and external reputation.
o Plan, support or validate customer events in collaboration with center teams.
o Represent the company values and standards in all internal and external communications.
Ideal Candidate Profile
* Minimum 3-5 years of operational experience, ideally in a multi-site environment.
* Proven leadership capabilities with people management experience.
* Strong understanding of customer service, retention, and commercial acumen.
* Excellent problem-solving, communication, and time management skills.
* Strong knowledge of MS Office, CRM tools, and willingness to learn internal systems.
* Fluent in local language and English; additional languages a plus.
Rising at Regus: Our structured training and development program supports those who deliver results and have the right ambition. You can quickly progress to Operations Director and then to Operations VP, senior roles responsible for running a portfolio of centers across a city and delivering the highest standards of customer service.
Location: Switzerland (various Regus centers; Swiss operations)
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