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Tenant Experience Director

3 months ago

Chicago, Illinois, United States lulafit Full time

Salary Range: $80-$84K annually + incredible benefits including a 4% employer match with our 401(k)

Location: Chicago, IL

Work Hours: Full time Monday-Friday on-site at the stunning 151 N Franklin and 155 N Wacker Ignite campus

Reports to: Customer Success Manager based in Chicago

Who We Are:

At lulafit we are redefining amenity management in commercial real estate by activating shared spaces in the modern workplace. We blend creativity with strategic insights to craft solutions tailored to the unique needs and aspirations of our clients and their tenants.

Whether it's designing state-of-the-art fitness centers, cultivating exceptional meetings, or curating engaging events and programming, we are committed to setting a new benchmark for excellence in the industry.

Join us as we embark on a journey to transform spaces, inspire innovation, and shape the future of work.

Your Mission:

As Tenant Experience Director, you are the ultimate Head of Hospitality for Ignite, the elevated workplace campus that is so much more than just an office. Your job is to create incredible experiences and programs for the tenants through on-site hospitality services. You'll lead a team of four to develop collaborative partnerships, launch engaging programs, enhance tenant experience, and drive revenue, all while fulfilling your dream job.

The Legacy You'll Leave:

As a result of your time in this role, you brought daily joy to 3,000 human beings who work across both buildings. You created such deep and meaningful relationships with the building's management team, their tenants, and external partners that they never wanted lulafit to leave. Your legacy brought wellness and peak performance to the masses and turned their office building into somewhere they were excited to show up every day. Lastly, you led lulafit to become a lasting fixture in the Chicago Loop community.

What You're Responsible For

  • Amenity and Operational Management: Oversee the operational strategy and management of amenity spaces like fitness centers and conference rooms, including revenue generation and financial reporting.
  • Team and Operational Support: You will be responsible for managing team members with the following titles: two Fitness Managers and a Tenant Experience Manager. Onboard, manage, train, and develop on-site staff, and support the Operations Team with projects to increase client engagement and member experience.
  • Event Planning and Execution: Develop, plan, execute, and evaluate a variety of events for tenants, including space activations, surprise and delight moments, happy hours, and educational sessions.
  • Stakeholder and Tenant Relationships: Cultivate meaningful relationships with tenants and stakeholders, providing personalized solutions and white-glove hospitality experiences.
  • Tenant Satisfaction and Community Integration: Plan hospitality-centered programs to enhance tenant experiences and integrate the buildings into the surrounding community, ensuring high tenant satisfaction and engagement.
  • Marketing and Communication: Implement and oversee marketing strategies and communications, including newsletters, email campaigns, digital marketing, and printed materials to engage tenants.
  • Partnership Development: Establish and manage relationships with local vendors, retail tenants, on-site food and beverage operators, and external partners to enhance event offerings and tenant experiences.

Who You Are: Baseline Requirements

  • You have 5+ years of hospitality experience. You may have worked in a hotel, in community management, or event planning.
  • Even better if your experience has also touched the real estate sector. Examples of this include: 1) You've been a Community Experience Director with Industrious, Convene or another co-working space; 2) a Marketing and Events Director who has worked for commercial real estate clients; 3) a Wellness or Spa Director at a luxury residential building. Experience directly managing F+B partnerships and catering is nice to have.
  • You are proficient with both the Google suite (what lulafit uses) and Microsoft Office (what our clients use). Don't worry, you don't need to be great at PowerPoint nor super savvy with Excel.

Who You Are: Key Competencies

  • Obsessively customer-centric. In previous roles, you have exceeded what customers expected of you, you have an innate hospitality mindset and are happiest when you are serving others.
  • A proven revenue generator. You have experience sourcing, vetting, and managing vendor relationships. You have also managed conference rentals, upsold catering with an on-site food & beverage operator, monetized fitness center memberships, and brought in respected personal trainers.
  • An exceptional leader. You have at least 5 years of people management experience and have managed at least one or two direct reports given you'll be managing 3 in this role, including another manager. Your previous managers would tell us they trusted you deeply because you set clear expectations for your team, managed their performance fairly while holding them accountable, and provided meaningful coaching and mentoring for them.
  • A confident P&L manager. You can read a P&L and are comfortable telling the story of expenses and revenue, budget vs. actuals and know how to forecast. You don't need to build a P&L from scratch nor understand things like the nuances of depreciation.
  • A strategic thinker who elevates company performance: You have strategically moved the needle for past organizations by seeing the big picture, understanding the interconnectedness of decisions and activities, and using that insight to drive revenue and exceed your goals.
  • A hyper-organized ball juggler. You stay extremely organized and are constantly reprioritizing your own work because it's what makes you most effective. Everyone refers to you as a stellar multi-tasker.

Our Core Values:

Lulafit's culture is based on a shared respect for our lived values HERE. Fit with our values is a critical component of our hiring process, and you and all of our colleagues are expected to live our core values in interactions with team members, customers, and stakeholders. An assessment of how you have exhibited our values is also an important part of your performance review process

Our Commitment To You:

Lulafit is committed to building a team that represents a variety of backgrounds, perspectives, and skills. We know the more inclusive we are, the greater our impact will be