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Community Consultant

6 months ago

Toronto, Canada Staples Canada Full time

: 1261791

**Who we are**
As the Working and Learning Company, we at Staples Canada, are dynamic, inspiring partners to our customers and the communities in which we live. At Staples, we inspire people to work smarter, learn more and grow every day. We look for people who are curious, approachable, and passionate, and who enjoy finding solutions.
If that’s you, let’s work, learn, and grow together.

**We are building an inclusive and diverse team**
Staples Canada is creating an inclusive and diverse work environment. We welcome, value and thrive on perspectives and contributions from backgrounds that vary by race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion or physical ability. If you have a disability or special need that requires accommodation, please let us know.

**Some of what you will do**:
As the Community Consultant you are responsible for managing the physical space and operations of an interactive co-working space. Reporting to the Sr. Manager, National Coworking and Spotlight and within the purview of the Market Manager, this role is responsible for creating and developing a member community that supports the growth and development of our membership base. In addition, this role will drive the membership and retention and is responsible for facilitating sales and leading operational excellence of their location(s).

**Specifically, You Will**:
**Community and Customer Service: 30%**
- Engage with members to understand their interests, business and goals and provide unique programs to support their growth and retain members.
- Promote a positive, enthusiastic work environment and provide an exemplary customer service and hospitality to create a strong member experience.
- Resolve customer complaints promptly and satisfactorily
- Curate, execute, and coordinate client events in the form of learning seminars, networking, lunch and learns and other events that connect to the location.
- Curate and execute Spotlight Events and member experiences to further connections and capture new leads
- Always maintains a positive interaction with members and collects ongoing feedback to drive improvement in the member and space experience.

**Membership & Sales Development: 35%**
- Conduct frequent customer tours and meet monthly targets for leads generation
- Onboard new members to the space and the community, ensure proper onboarding and space loading for a quality experience.
- Work towards 100% occupancy with a high member retention rate. Co-create strategic development plans with Market Manager and execute independently to successfully meet targets.
- Connect members to relevant services within Staples Canada and reevaluate member needs on an annual basis.
- Co-create a membership drive strategy with Market Manager and execute independently to attract and retain new members at your location.
- Achieve sales targets monthly by upselling current members, gaining new memberships
- Partner with local Staples Retail operations on business development opportunities, networking and cross channel sales.

**Operations: 35%**
- Ultimately responsible for the building operations and member experience at assigned location.
- Resolve any member issues/concerns that arise through a natural and supportive manner that respects all members
- Manage maintenance and cleanliness of the facility and its amenities with the support of the cleaning team, including but not limited to light cleaning, ongoing tidiness, maintenance and upkeep of common areas. Ensure collective upkeep of the Studio space with stakeholders.
- Responsible for the health and safety of our members including health and safety onboarding and ongoing emergency plan training.
- Conduct opening and closing duties, ensure inventory levels are met and ensure all fees are paid accordingly.
- Provides support and coverage to other locations as required.
- Support events and meetings by coordinating catering, room booking, equipment rentals and ad-hock requests as required.
- Provide a welcoming experience to all customers and members and ensure an ongoing consistent and positive in-person experience overall.

**Some of what you need**:

- Completion of University degree or equivalent leadership experience
- Demonstrated ability to deliver a high level of customer service and outstanding experiences and the ability to promote the company’s customer service standards.
- Ability to operate independently and take on additional tasks and additional projects as required.
- Ability to understand the importance of community and be able to build relationships and foster connections with others.
- Must be comfortable with feedback culture and managing stakeholder relationships at location
- Must be comfortable with technology and be able to provide simple solutions as required.
- Sound decision making and general operations knowledge with attention to detail.
- 2-4 years of progressive expe