Campus Operations & Customer Success Lead at SpaceFinish Africa

Role Overview

• The Campus Operations & Experience Lead is responsible for the day-to-day performance of Campus locations, ensuring each space operates smoothly, delivers a high-quality client experience, and meets occupancy and profitability targets.
• This role combines operations management and client experience ownership, with a strong focus on systems, efficiency, and retention. The successful candidate will run each location as a high-performing unit, reducing operational friction and ensuring clients stay, renew, and grow within Campus.

Key Responsibilities
Location Operations Management:

• Oversee daily operations across all Campus locations
• Ensure all facilities (power, internet, cleaning, security) are fully functional at all times
• Manage and coordinate vendors to meet agreed service levels
• Identify and resolve operational issues promptly, preventing recurrence

Client Experience & Retention:

• Manage the full client lifecycle from onboarding to renewal
• Ensure a seamless move-in experience for all new clients
• Conduct regular client check-ins to maintain satisfaction and identify risks early
• Resolve client issues efficiently and professionally
• Drive client retention, renewals, and expansion within locations

New Location Setup & Launch:

• Support the operational setup of new locations
• Coordinate vendors and internal teams to ensure readiness for launch
• Implement standardized operating procedures from day one
• Ensure new locations meet Campus experience and performance standards

Systems, Reporting & Compliance:

• Maintain accurate and up-to-date records on: occupancy, client status, issue logs, operational performance
• Ensure adherence to all operational processes and systems
• Prepare weekly performance reports covering: occupancy, client feedback, key issues, cost, and efficiency metrics.

Unit Economics & Performance Management:

• Track and manage key performance indicators, including: occupancy rates, revenue per desk, and cost per desk
• Identify inefficiencies and implement cost control measures
• Support pricing and space utilization decisions through data insights

Cross-Functional Coordination:

• Work closely with: Sales team, Design team for space setup and modifications, Finance team (billing, collections, cost tracking)
• Ensure alignment between sales commitments and operational delivery

Requirements

• Bachelor’s degree in Business Administration, Operations Management, or a related field
• 4–8+ years in operations roles within: serviced offices/coworking, hospitality (hotels), property or facility management
• Proven experience managing end-to-end operational processes and improving efficiency
• Strong background in customer experience management, with a focus on client satisfaction and retention
• Demonstrated ability to build systems, lead, mentor, and manage teams effectively
• Experience working in fast-paced, structured environments, with the ability to handle multiple priorities.