Senior Sales & Operations Leader – Melbourne

Clarence Professional Offices; Melbourne; On-site; AUD 180,000 - 210,000; Full time

Job summary

Clarence Professional Offices in Melbourne seeks a Head of Sales and Operations to lead sales and operational excellence across our Melbourne locations. You will own the full sales cycle, convert high‑calibre practitioners into long‑term members, and deliver a superior member journey that strengthens commercial performance and our service standards.

Reporting to the CEO, you will lead Location Managers, oversee Member Services, and own the revenue budget.

Qualifications

• 5+ years’ experience in operations, serviced offices or a client‑facing leadership role.
• Proven P&L management and track record of strategies that drive commercial performance.
• Background in serviced office, hospitality or professional services; legal sector experience highly regarded.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.

Skills

Sales leadership

CRM management

Negotiation

Strategic planning

People leadership

Partner networks

Tools

CRM systems

Budgeting software

Job description

Clarence Professional Offices in Melbourne seeks a Head of Sales and Operations to lead sales and operational excellence across our Melbourne locations. You will own the full sales cycle, convert high‑calibre practitioners into long‑term members, and deliver a superior member journey that strengthens commercial performance and our service standards.

Reporting to the CEO, you will lead Location Managers, oversee Member Services, and own the revenue budget.