In this role, your responsibilities will Include, but wont be limited to:
Membership Engagement & Retention:
– Assume ownership and manage the relationship with key accounts within the building(s) you oversee.
– Ensure all accounts within your building(s) have an assigned point of contact.
– Resolve issues of complexity as escalated to you.
– Monitor the Medallia (member feedback) escalation process to ensure alerts are being properly addressed and the right solutions are found.
– Be accountable for Net Promoter Scores, overall member satisfaction and member retention.
– Review Net Promoter Scores and member satisfaction results regularly to set KPIs and implement building-specific plans.
– Lead building site tours for VIPs as needed.
– Review invoices of flagged accounts and submit corrections to the Billing team.
Building Operations and Management:
– Ensure quality and upkeep expectations are being adhered to.
– Hold the team accountable for general operational policies and standards, as well as financial efficiency.
– 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 Operations team.
– Escalate, monitor and see through capital improvement and large customization projects in partnership with cross-functional teams.
Sales:
– Tour and sell space to new and existing members by articulating value proposition.
– Identify the needs of prospective and existing members and recommend tailored solutions responsive to their needs.
– Develop and implement lead generation and sales conversion strategies to maintain 100% occupancy in collaboration with the Sales Lead and sales department..
– Create and maintain relationships with partners in the local ecosystem.
– Train the Community Team to give effective tours and sales pitches.
– Review daily and weekly overviews of prospective members and participate in weekly sales calls.
– 5+ years experience in hospitality, sales, multi-unit retail, startups, finance, or other related experience. Customer service, project management, and business operations experience is required.
– 2+ years of management experience of leading a team made up of individual contributors.
– Bachelors Degree or equivalent experience preferred in Business, Marketing, Hospitality, or other related degrees.
– Must have strong verbal and written communication skills in English and Hebrew.
– Like challenges, and embraces change in a fast-paced environment.
– Demonstrate integrity, dependability, responsibility, accountability, self-awareness, work ethic, and compassion.
