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About the Role

Lead and ensure that all Cove tenants have an awesome living experience by managing operations, sales, and marketing functions.

Responsibilities

• Manage the operations team for furnished apartments.
• Oversee deposit return procedures.
• Plan and implement community events.
• Ensure a great tenant experience during check-in and check-out.
• Oversee the maintenance ticketing process for timely and budget-conscious issue resolution.
• Address tenant issues and complaints, escalating when necessary.
• Ensure Cove properties are maintained to Cove standards and revise standards as needed.
• Develop and deploy new SOPs for the operations and community team.
• Increase efficiency and ROI for all operations processes.
• Produce materials that improve workflows and knowledge sharing.
• Act as a key 'super-user' for critical operations software, ensuring alignment with processes and maximizing potential.
• Deploy new software to improve operations performance.
• Review suppliers and external vendors, upgrading where necessary.
• Analyze and report on operations performance data, sharing insights for improvement.
• Track and report key KPI metrics for the operations team.
• Recruit and monitor the performance of the operations team.
• Liaise with other teams (real estate, marketing) to improve cross-functional working.
• Create a culture of continuous improvement within the operations team and company.
• Maintain strong NPS scores amongst the tenant community.
• Keep the number of open tickets below target.
• Ensure fast response times.
• Conduct regular team performance reviews.
• Ensure the operations budget is not exceeded.
• Plan new project operations.
• Provide operational consulting for employee facilities in Japanese resort areas.
• Oversee functions of common areas, selection of furniture and appliances.
• Manage staffing and cost calculation for new projects.
• Provide general sales support.
• Analyze the operating status of each property (occupancy rate, ADR, tenant attributes).
• Respond to online inquiries.
• Manage relationships with relocation companies and corporate clients.
• Oversee system management from application, contract, to payment.
• Conduct rent appraisals for new properties and collect comparable data.
• Lead the online marketing team.
• Analyze and optimize SEM and PMAX data.
• Develop social media strategy.
• Provide regular reporting to investors.

Requirements

• An undergraduate degree in any field (business related is a bonus).
• Minimum of 2 years experience in an operations/business role.
• Excellent project management, organization, and written skills.
• Experience in a customer facing/service environment.
• Experience working in an early stage start-up (preferred).
• Experience in facilities management, hospitality, asset management, construction or related industry (preferred).
• People management experience (preferred).

Skills

• Project management
• Organization
• Written communication
• Customer service
• Operations management
• Sales support
• Marketing
• Data analysis
• SEM
• PMAX
• Social media strategy
• Reporting
• People management

Location

• Singapore
• Indonesia
• South Korea
• Japan

Work Type

• Full-time

Experience Level

• 2+ years experience in operations/business

Education Level

• Undergraduate degree

About the Company

• Cove started with renting coliving spaces and has expanded to provide flexible long or short term stays in beautiful properties.
• With over 6000 rooms across Singapore and Indonesia, Cove is growing its homes in South Korea and Japan.
• Cove aims to build the leading tech flexible living platform in Asia Pacific, providing high quality and community-centric accommodations.
• The company encourages authenticity and fun in a driven and result-focused environment.