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Community Manager
3 months ago
Overview of the Role
The Community team plays a vital role in our organization, dedicated to empowering our members to achieve their professional aspirations.
As a Community Manager, you will be essential to enhancing the member experience at your WeWork location. Your daily responsibilities will include ensuring that we meet our members' expectations while upholding WeWork's global standards. Additionally, you will focus on delivering an exceptional member experience through tailored events that resonate with members' interests, facilitating connections among members for potential business collaborations, and fostering a welcoming atmosphere for all members and their guests.
Your contributions, which will encompass but are not limited to the following responsibilities, will support WeWork in achieving the following objectives:
Member Engagement & Retention:
Conduct regular, scheduled conversations with assigned accounts to help them maximize the benefits of their WeWork membership while consistently checking in on all members to gauge their ongoing experiences. Anticipate the needs of members and guests proactively by utilizing relevant information gathered about members to enhance and personalize their experiences. Personally follow up with all members who have provided negative feedback regarding conference rooms, service tickets, or other experiences. Adhere to the issue resolution framework, applying the severity scale to determine appropriate next steps. Ensure that the proposed solutions fully address the members' needs. Analyze all feedback responses to identify areas for improvement and implement proactive changes, keeping member experience as a top priority. Assist with front desk coverage as necessary, ensuring consistent availability during business hours.Onboarding & Offboarding:
Facilitate pre-move-in meetings with all new accounts to ensure a smooth transition. Complete the New Member Orientation process for all new accounts within the location. Develop onboarding materials for new members, including welcome notes and FAQ guides, to provide on move-in day. Conduct exit interviews to gather insights on the departing members' overall experiences.Sales Assistance:
Conduct tours of the building arranged by the Sales team for VIPs or prospective members as needed. Notify the appropriate contact on the Growth Team when a member expresses interest in discussing growth-related matters (e.g., move-out requests, extensions, transfers, etc.). Transition prospective member inquiries to the relevant sales contacts (walk-ins, current members, guests, etc.). Provide tours of the facility for potential new members while highlighting benefits tailored to their specific needs.Event Coordination:
Offer feedback on programming types based on member demographics and assess events based on attendance, satisfaction, and impact on the Events team. Organize and host weekly social gatherings that foster community within your location and execute value-driven events planned by the Events team when applicable. Distribute all necessary information to promote events, including the creation and posting of weekly event flyers and individual event announcements. Ensure that all operational requirements specific to the building are met for each event (elevators, HVAC, etc.).Facility Operations and Management:
Conduct morning inspections to identify and address any issues, escalating recurring problems to your manager and/or relevant cross-functional teams. Understand and communicate WeWork policies and procedures, keeping members informed about building issues through various communication channels. Manage the ambiance in the building, ensuring that music levels and activities are appropriate for the time of day and occasion. Collaborate with in-house and third-party cleaning services to maintain the space to the highest standards. Track, audit, and organize keys that are collected and distributed. Manage keycard inventory and request new supplies as needed. Oversee Community responsibilities for member companies in buildings where Community is not present, which may include managing certain operational duties, liaising with Sales and Account Management, and supporting specific contractual agreements.Safety and Security:
Familiarize yourself with the building management and WeWork Emergency Action Plans. Prepare incident reports as necessary, respond appropriately to medical emergencies, and follow instructions from Leadership regarding emergency situations or security alerts.
About You
We are eager to connect with candidates who meet the following qualifications:
Bachelor's Degree or equivalent experience. 2+ years of experience in the hospitality sector. Proficient in the local language and knowledgeable about local culture. Exceptional interpersonal and networking abilities. Strong verbal and written communication skills. Excellent organizational skills with the capacity to manage multiple projects from inception to completion. Detail-oriented with the ability to manage tasks efficiently and effectively. Passionate about building and nurturing relationships.
Compensation & Benefits
Base Salary: $63,000 CAD per year
Incentive Compensation: WeWork employees are eligible to participate in an incentive plan specific to their role. Details regarding the applicable incentive plan will be provided by your recruiter upon commencement of employment. WeWork reserves the right to modify its incentive plans, and nothing in this job description or any other document establishes a right to a specific incentive plan payment.
Benefits: Full-time employees are eligible for comprehensive benefits, including: 20 days of paid time off, 11 paid holidays, and 80 hours of paid sick leave per full calendar year; 16 weeks of paid parental leave; competitive healthcare benefits; retirement plan; and life and accidental death & dismemberment insurance.
