About Clarence

Clarence is the only workspace in Australia created by lawyers, for lawyers. We give independent practitioners everything they need to run their practice: premium workspaces, meeting rooms, technology and support, with reciprocal access to all our locations across Australia.

About the Role

You’ll lead sales and operational excellence across Clarence in Melbourne, owning the full sales cycle, converting high-calibre practitioners into long-term members, and delivering an exceptional member journey that drives commercial performance and upholds our standard of service, community and culture.

Reporting to the CEO as part of the senior team, you’ll lead our Melbourne Location Managers and respective Member Services teams and own the revenue budget for our Melbourne locations. You’ll be hands-on with our most important deals, help support, deliver and set the standard for member service.

More practitioners than ever are choosing flexible workspace over a traditional lease, and they have more choice than ever. The quality of our sales process, and the experience we deliver once a member joins, is what sets Clarence apart.

What You’ll Be Doing

SALES AND BUSINESS DEVELOPMENT

- Own the end-to-end sales process across all Melbourne locations – enquiries, tours, proposals, negotiation and close – for offices, virtual offices, meeting rooms, events and other services
- Be hands-on delivering tours that showcase the Clarence value proposition
- Keep a disciplined, accurate CRM pipeline with high conversion from first enquiry through tour to close
- Build referral networks across the legal community, real estate and office brokerage industry, and work with partners and listing brokers to generate leads
- Maintain robust awareness of the competitor landscape and market trends
- Supporting the development and delivery of sales and marketing plans, campaigns, member incentives and events, including CPD programs, with management and marketing

MEMBER EXPERIENCE

- Set and uphold the Clarence service standard so every member interaction is welcoming, professional and consistent




- Manage members through the full lifecycle so they become and remain Clarence advocates
- Lead renewals and renegotiate member agreements when due
- Work with Location Managers to on-sell the full suite of Clarence products and services to existing members and drive ancillary revenue
- Manage complaints and escalations promptly, and act on member feedback to keep improving the experience
- Partner with cross-functional stakeholders to improve the member experience

OPERATIONS

- Provide direction to Location Managers so every site runs efficiently and is presented to an impeccable standard
- Help identify opportunities to streamline processes, improve workflows and remove friction across locations, ensuring consistency nationally
- Act as an escalation point for our location managers to oversee premises management, coordinating building management, cleaners, IT and connectivity providers and other suppliers
- Promote a strong safety culture and support compliance with WHS, building and statutory requirements and safe work practices
- Support the business as it continues to grow and evolve

PEOPLE LEADERSHIP

- Lead, develop and inspire high-performing Location Managers and Member Services teams
- Help support recruitment, induction, training and ongoing development
- Help shape the resourcing strategy across our Melbourne offices, working with Location Managers on rostering and leave planning
- Manage performance through regular one-on-ones, goal setting and coaching, and have the tough conversations when needed
- Role model Clarence’s values and behaviours and drive team engagement

FINANCIAL PERFORMANCE

- Own the overall and individual location revenue budget across offices, virtual memberships, meeting rooms and administration services
- Use performance data to spot trends and issues,



and pull the right levers to maximise revenue and profitability
- Prepare sales forecasts and report performance against budget to the CEO
- Ensure all revenue is captured per the service guide, and member subscriptions and month-end invoices are accurate
- Manage discretionary spend against budget, driving efficiencies through preferred suppliers and bulk purchasing

What Success Looks Like

- Occupancy and revenue – locations are consistently at or near full occupancy, with revenue growing through new and existing members
- Profitability – location revenue are at or ahead of budget
- Conversion – high conversion from enquiry to close, with accurate forecasts
- Retention – low churn, with renewals secured on time and on sound commercial terms
- Member satisfaction – strong advocacy from our community, with a growing share of new business from referrals
- Team – an engaged, well-trained and stable team, with talent ready to step up

About You

You think like a market owner, love selling and live and breathe hospitality. You build great teams, sweat the details and persevere on the toughest days.

EXPERIENCE

- 5+ years’ experience in operations, serviced offices or a client-facing leadership role
- Proven track record of strategies that drive commercial performance
- Proven ability to lead teams and drive business growth
- A background in serviced office, hospitality or professional services; legal sector experience highly regarded
- Qualifications in Business, Management or Administration are a bonus, but not essential

SKILLS AND ATTRIBUTES

- Exceptional sales, negotiation and closing skills
- Strong commercial acumen and the ability to balance customer outcomes with operational performance
- Comfortable with data, forecasts and budgets
- A confident, adaptable, people-first leader who coaches, celebrates wins and drives change
- A genuine hospitality mindset with an eye for detail
- Excellent communication in person, by phone and in writing
- Excellent organisation and time management skills, and resilient under pressure
- Confident using CRM and business systems

📌 Head of Sales and Operations Melbourne
🏢 Clarence
📍 Melbourne