Head of Sales and Operations (Melbourne)
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
This is a fixed term role for 12 months for a period of parental leave.
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 strong 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 behaviors 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 P&L; management and a track record of strategies that drive commercial performance
Proven ability to lead teams and drive business growth
A background in serviced office, hospitality or skilled services; legal sector experience highly regarded
Coworking or flexible workspace experience is an advantage
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
Company Overview
For more than 25 years, Clarence has cultivated elegant environments where sole practitioners and small legal firms flourish.
As the only serviced office and co-working provider focusing on the legal sector, we prioritise professionalism, privacy, and discretion, with spaces and services thoughtfully designed to satisfy the unique requirements of sole practitioners and small law firms.
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📌 Head Of Sales And Operations (Melbourne)
🏢 Clarence
📍 Melbourne