Community Manager Job at Mindspace (London)

Job Description

Reporting directly to the Regional Community Manager, this full-time position is based in London (Churchill House). As Community Manager, you will play a central role in delivering an outstanding customer success-driven experience for our members, supported by a strong foundation in hospitality. This role focuses on long-term member satisfaction, retention, and account management, while maintaining the welcoming, high-touch service Mindspace is known for. You will act as the first and go-to point of contact for members, managing their journey from onboarding through daily operations with professionalism, warmth, and attention to detail. You are naturally service-oriented and thrive on building meaningful relationships. With excellent communication skills and a proactive mindset, you anticipate needs, resolve challenges efficiently, and continuously look for ways to elevate the member experience. As Community Manager, you are the heart of the space - combining structured customer success strategies with a genuine hospitality mindset that makes members feel supported, valued, and at home.

Job Responsibility

Acting as the primary point of contact for members, ensuring a seamless and high-quality experience at all times
Managing member accounts and ongoing relationships, with a strong focus on satisfaction, retention, and long-term loyalty
Driving customer success initiatives through proactive engagement, personalized service, and efficient issue resolution
Actively managing and improving key performance indicators, including member retention, Net Promoter Score (NPS), and ancillary revenue
Identifying risks to member satisfaction or retention early and addressing them with thoughtful, solution-oriented approaches
Ensuring close collaboration with the Sales Team to never miss an upsell or contract extension opportunity.
Ensuring close collaboration with operations and maintenance teams to maintain smooth daily operations and service excellence
Creating a welcoming, professional, and hospitality-driven environment tailored to the needs of corporate and enterprise members
Engaging and nurturing the community through meaningful touchpoints and carefully selected activities
Continuously refining service processes and standards based on member feedback and KPI insight

Requirements

BA degree in a related field - a must
Demonstrated face-to-face customer service and sales experience
Strong verbal and written communication skills
Great verbal and written communication skills
Practical, creative fast-thinker, fast on your feet and highly aware that others rely on you kind of person
Multi-tasking and prioritizing should be a walk in the park for you
Able to translate trends into actionable ways that anticipate customer and market needs
Experience working in a fast-paced startup environment, ideally within hospitality, events support, or a hands-on, physical product/service setting

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