Community Manager Job at WeWork (Melbourne)

Job Description

Our Community team is an integral part of our business with the mission to enable our members to create their life’s work. As a Community Manager, you will be required to report to buildings you manage each day and will be the owner of the Member experience in each building in your portfolio, generally 2-4. You will also be responsible for ensuring we are meeting our member’s needs and our WeWork global standards and targets on member experience satisfaction.

Job Responsibility

Assume ownership and manage the relationship with key accounts within the multiple buildings you oversee
Ensure all accounts within your buildings have an assigned point of contact
Meet with members to resolve issues, process member terminations, and other issues of complexity
Serve as a point of escalation and be a final decision maker on WeWork policies and procedures to members
Monitor the Medallia escalation process to ensure alerts are being properly addressed
Be accountable for member retention, Net Promoter Scores, and overall member satisfaction
Review Net Promoter Scores and member satisfaction results regularly and implement building-specific plans to improve KPIs
Lead building site tours for VIPs as needed
Communicate and drive the success of business updates, process changes, company initiatives, and goals to the team
Ensure quality and upkeep expectations are being adhered to and SLAs for member submitted requests are being met
Hold the team accountable for general operational policies and standards
Engage with Landlords in conjunction with the Asset Director and Real Estate to handle any building-related escalations
Escalate reoccurring issues as it relates to 3rd party vendors to appropriate teams for resolution
Be accountable for building-level Opex in partnership with the Building Operations team
Conduct tours of the space for potential new members while sharing benefits tailored to their needs
Analyze cluster ancillary revenue data, drive initiatives to increase ancillary revenue in your cluster and partner with central teams on ancillary revenue driving projects (i.e. private events, partnerships, parking, etc)
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
Oversee and lead teams within your buildings to execute on their objectives as an individual and a team to reach business & member goals
Ensure teams have been trained thoroughly during the on-boarding process and have the tools necessary to succeed in their respective roles
Ensure your time is split appropriately between your buildings to make sure teams feel supported in their day-to-day activities
Support direct reports in the creation of a development plan, through ongoing tailored coaching and by meeting with them weekly in a one-on-one setting to deliver feedback
Support individuals to pursue meaningful growth opportunities, within the role and through promotion. Recognize positive performance as appropriate
Track performance of direct reports regularly and conduct performance management reviews in sync with WeWork’s People Calendar
Provide input to and set monthly, quarterly and yearly budgets Review monthly building budget and result comprehensively for optimization

Requirements

5+ years or equivalent experience in hospitality, marketing, multi-unit retail, startups, finance, consulting, or related experience
Customer service experience required
2+ years of management experience of leading a team made up of individual contributors
Must have strong verbal and written communication skills, project management, and business operations experience
Like challenges, and embraces change in a fast-paced environment
Demonstrate integrity, dependability, responsibility, accountability, self-awareness, work ethic, and compassion

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