Campus Operations & Customer Success Lead at SpaceFinish Africa

We provide design solutions to improve your quality of life at home.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.