Community Lead, Vancouver
2 weeks ago
About Us
At WeWork, we provide inspiring and flexible workplace solutions to help businesses - small, medium or large - thrive in more than 150 cities globally.
Join us on our journey as we give our members the freedom and support to push boundaries in their industries, and work to redefine our own.
About the Opportunity
Our Community team is an integral part of our business with the mission to enable our members to create their life's work.
You will report to your building each day and will be responsible for ensuring we meet our members' needs and maintain our WeWork global standards.
In addition, you'll ensure we deliver on our targets for an un-compromised member experience through curated events based on members' interests, introducing members to each other for business opportunities, and creating a welcoming environment for members and their guests.
In this role, you'll:
Membership Engagement & Retention:
- Complete scheduled, quarterly conversations with owned accounts to help them maximize the value of their WeWork membership while checking in on all members regularly to understand their ongoing experience.
- Anticipate member and guest needs before they arise using relevant information collected about members to enhance and personalize their experience.
- Follow up in person with all members who've submitted a bad rating for conference rooms, poorly rated a ticket, or submitted a negative Medallia response.
- Follow the model for issue resolution, utilizing the severity scale to determine the next steps. Ensure the proposed solution fully meets the member's needs.
- Review all Medallia responses to understand areas of improvement and implement proactive changes, keeping member experience top of mind.
- Support front desk coverage schedule as needed, ensuring there is consistent coverage during business hours.
Move-In & Move Out:
- Conduct premovein meetings with all new accounts to ensure a successful move in.
- Complete the New Member Orientation process for all new accounts within the building.
- Curate new member onboarding materials such as welcome member notes, FAQ guides, etc to provide on movein day.
- Conduct move out interviews to understand the departing members' overall experience.
Sales Support:
- Conduct building tours set up by the Sales team for VIPs or prospective members as needed.
- Alert appropriate contact on the Growth Team when a member notifies of any desire to have a Growth related conversation (ex. moveout requests, extensions, transfers, etc.).
- Handoff prospective member sales to appropriate sales contacts (walkins, current members, guests, etc).
- Conduct tours of the space for potential new members while sharing benefits tailored to their needs.
Events:
- Provide feedback on programming types (based on member makeup) and evaluate events based on attendance, satisfaction, and impact on the appropriate Events team.
- Set up and host weekly "social events" that help to create a community within your location and execute "Value-Driving" events planned by the Events team when applicable in the building.
- Distribute all necessary info to promote the event including creation and posting of weekly events poster and individual event posters.
- Ensure buildingspecific operational requirements are met for each event (elevators, HVAC, etc).
Building Operations and Management:
- Conduct morning walkthroughs to address any issues, Escalating any recurring issues to your manager and/or relevant crossfunctional teams.
- Manage the energy in the building ensuring music levels and activations are appropriate to the daypart and occasion.
- Liaise with inbuilding, third party cleaning companies to ensure space is kept up to standards.
- Track, audit, and organize keys collected and distributed. Manage keycard stock and request new inventory as needed.
- Oversee Community responsibilities for Member companies in buildings where Community is not present which may include owning certain operational duties, liaising with Sales and Account Management, as well as supporting specific contractual agreements.
Safety and Security:
- Review and understand the role in the building management & WeWork provided Emergency Action Plans.
- Create incident reports as necessary, Respond appropriately and escalate any medical emergency (injury or illness), and respond to instructions from Leadership regarding emergency situations or security alerts.
About You
We'd love to hear from you if you meet the qualifications below:
- Bachelor's Degree or equivalent experience.
- 2+ years of experience in hospitality.
- Proficient local language and understanding of local culture
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