Charlotte Mackenzie
Essex
Summary
Operations Manager with 15 years of experience in business centre operations and commercial growth. Demonstrated ability to enhance financial performance and manage projects effectively across multiple sites. Expertise in operational excellence and team leadership, driving results in diverse environments.
Overview
18
18
years of professional experience
3
3
years of post-secondary education
Work history
City Manager
IWG plc
Essex
10.2023 - 11.2025
- Leading a team of over 30 people across 15 sites, managing a total area of 20,000 sqm.
- Driving continual financial growth and accelerating the EBITDA performance alongside Area Directors.
- Managing strategic initiatives in order to enhance operational efficiency and organisational effectiveness.
- Overseeing budget planning and resource allocation to support area development projects.
- Developing community engagement programmes to build positive client relationships.
- Dealing with new site openings, ensuring successful partner engagement and fit-out finalisations.
- Directing the resolution of client issues and managing service escalations effectively.
- Overseeing facility operations, supplier coordination, and HR responsibilities including performance reviews, and recruiting and training all new team members.
- Handling disciplinary processes at all stages, and supporting promotions to enhance overall team performance.
- This role is an extension of my previous Team Lead role, and therefore all job responsibilities for that position also fall within my current role.
Community Manager Team Lead
IWG plc
12.2019 - 09.2023
- Managed 5 business centres (6,800 sqm) during challenging economic periods.
- Supervised facility operations, HR, sales pipelines, and health & safety audits.
- Delivered weekly team meetings and 1:1s; led recruitment, training, and performance development.
- Reported on forecasts and EBITDA, collaborated with Sales, Ops, and Performance Directors.
Assistant Centre Manager
Workspace Group
04.2019 - 11.2019
- Supported large property operations including events, community management, and client experience.
- Realized this environment lacked the pace and responsibility level desired for long-term growth.
Head of Community
The Brew
09.2016 - 04.2019
- Spearheaded operational and sales delivery across multiple sites.
- Closed 3 major deals within 3 months; led site fit-outs and internal builds.
- Managed operations budgets, vendor negotiations, and health & safety compliance.
- Oversaw invoicing, reporting, and CRM systems; improved internal processes and systems.
Business Centre Manager
The Virtual Office Group
01.2011 - 08.2016
- Oversaw client onboarding, pricing strategy, and revenue protection.
- Managed building operations, telecoms, and health & safety.
- Directed a team of 7, ensured IT/internet service delivery, and handled escalations.
- Played a critical role in resolving a major phone network failure with zero client loss.
Client Service Manager
The Virtual Office Group
01.2009 - 01.2011
Reception Team Manager
The Virtual Office Group
01.2008 - 01.2009
Education
BA - Modern Drama Studies
Brunel University
London 09.2005 - 08.2008
Skills
- Operations Management: Multi-site operations management across business centres and flexible workspaces
- Financial Reporting: Experience with EBITDA reporting, forecasting, and financial growth strategies
- Facilities Management: Vendor coordination, health & safety audits, and facility tasks oversight
- Sales Management: Sales pipeline oversight, major deal closures, and revenue protection
- Human Resources: Team leadership, recruitment, training, performance reviews, disciplinary processes, and promotions
- Project Management: Site fit-outs, internal builds, and new site openings
- Credit Control & Invoicing: Credit control, invoicing, and revenue management
- Client Relations: Client onboarding, escalation resolution, and maintaining client experience
- CRM & Ticketing Systems: Use of CRM systems and ticketing for operational and sales processes
Timeline
City Manager
IWG plc
10.2023 - 11.2025
Community Manager Team Lead
IWG plc
12.2019 - 09.2023
Assistant Centre Manager
Workspace Group
04.2019 - 11.2019
Head of Community
The Brew
09.2016 - 04.2019
Business Centre Manager
The Virtual Office Group
01.2011 - 08.2016
Client Service Manager
The Virtual Office Group
01.2009 - 01.2011
Reception Team Manager
The Virtual Office Group
01.2008 - 01.2009
BA - Modern Drama Studies
Brunel University
09.2005 - 08.2008