The Company
At Fora, we're fuelled by a desire to enhance the way people work. We're here for the progressives, the forward thinkers, the status quo-challengers, the creators and the innovators. With signature hospitality, a like minded community of members and a re-energising wellness experience, Fora takes the grind out of daily work-life, so members can focus on what's important – working productively, healthily and happily.
Our journey began over 20 years ago, when we opened our first location on London's City Road. Since then, our collection has grown to over 60 distinctive workspaces across London, the UK and Germany, totalling 3.2 million sq ft of real estate. Over the last two decades we have welcomed approximately 300,000 members through our doors, with over 30,000 members today, and boast market-leading retention rates.
As a trusted workspace provider for teams of all sizes, from established brands to new ventures, our uniquely designed, flexible office spaces come with a range of exceptional on-site amenities and a dedicated Member Experience team to take care of all the day-to-day details. Ocado, The British Fashion Council and Pangaia are just some of the businesses who call a Fora workspace home.
Fora is London's leading provider of flexible office spaces. All of our design-led spaces are open and supported by our dedicated front-of- house teams, five days per week. Fora is part of The Office Group, backed by Blackstone and Brockton Capital. We have ambitious plans to expand our collection of workspaces in the future, pioneering industry change through our conscious design and construction practices, and creating workspaces that empower our members to work in their own unique way.
The Role
The role of the AI Agent Manager is responsible for the performance of the AI Agent managing office enquiries within the Sales team.
This person will be proactive in their approach, adaptable and have an exceptional attention to detail. They will monitor and 'train' the AI Agent to deliver best-in-class standards and collaborate with our AI partner to make improvements and incremental changes. This person will think commercially to optimise the sales process followed by the AI Agent, set targets and make objective changes to process and behaviours to improve performance. This role will work cross-functionally to ensure alignment on product development and sales strategy.
Key Responsibilities
Leadership and Line Management
Act as 'Sales Manager' of AI Portfolio Consultant, line managing the agent to monitor performance and output. Hold virtual 1-to-1 meetings to review AI Agent's performance against KPIs and metrics. Gather feedback from New Business Team on tour quality where the viewing was arranged on a lead initially handled by AI Agent.
Effective pipeline management and lead handling
Act as primary point of contact for AI Agent escalations and resolving queries. Effectively manage pipeline of follow-ups to support lead conversion to viewing. Arrange viewings 'handed off' from AI Agent in both Salesforce and Outlook. Work to to thoroughly qualify new requirements, effectively pitch pricing and availability and confidently handle objections where needed.
Ongoing training and key AI Updates
Ensure the AI Agent is consistently updated with new or revised infromation (such as new building launches, pricing changes, updated marketing collateral) and adopted appropriately. Regularly test the AI Agent to monitor behavioural changes following software updates or system changes.
Achieve high sales performance and strong conversion rates
Monitor all email exchanges sent by AI Agent for any areas of improvement, ensuring all communications are representative of Fora's brand. Audit 'unconverted' leads in AI Agent's pipeline to understand areas for improvement and spot check opportunities to increase conversion rates. Use findings to generate actions and drive results. Collaborate with Uniti AI to instruct updates or further changes to AI agent behaviours to improve performance.
Cross-departmental collaboration and stakeholder management
Work alongside departments including Tech, Marketing, Information Security and Data & Insights Leads to evolve AI Agent capability, resolve any technical issues in a timely manner and enhance profitablity. Collaborate with teams as required to make meaningful changes to service and process to match client demand. Collaborate with Data & Insights team to ensure accurate reporting on AI Agent performance and good data quality on both Salesforce and PowerBI.
Maintain high sales data quality
Efficiently use our systems (eg. Salesforce) to manage all requirements, viewings and client data to ensure high sales data quality for accurate reporting and analysis of AI Agent performance. Effectively use the system to build pipeline of repeat business and digital sales.
Expertise and information Sharing
Arrange and chair regular meetings with Sales Management Team to discuss AI Agent perofrmance, agree actions and highlight any new trends or topics for discussion. Circulate interesting insights to relevant stakeholders where required.
AI Evolution & Roadmap for Development
Recommend longer-term opportunities for AI Agent growth in Sales and evolution to inform Commercial strategy. Support with future launches and development of the AI Agent, (for example expanding into multi-channel communications through SMS), and through monitoring of the AI Agent pipeline collate feedback on enquiry-form behaviours to drive improvements in Marketing activity, lead generation, and web design.
Requirements
* 3+ year's experience managing people
* Experience in Sales and managing own pipeline
* Flex Space Industry experience preferred
* Customer service and call handling
* Experience managing partner accounts desirable
* Experience delivering change or revising business process desirable
* Graduate level
* Minimum of 5 GCSE's at A-C/7-4 grade or equivalent
* Graduate level
* Minimum of 5 GCSE's at A-C/7-4 grade or equivalent
* Experience using AI desirable
* CRM experience – Salesforce
* Outlook
* MS Office (Word, PowerPoint and Excel)
* Data & Analysis tools such as PowerBI
Benefits
At The Office Group, we know that work isn't just about working. We offer all of our employers a fantastic range of benefits, including;
* Flexible working hours
* Hybrid working - 4 Days in the office. 1 day WFH
* 28 days annual leave
* Birthday Leave
* 2 weeks work from anywhere
* Annual leave purchase scheme
* 5% Pension scheme
* Life Assurance
* Discounted Gym membership
* Season Ticket Loan
* Cycle to Work Scheme
* 25% Discount at Fora Cafes