As a Community Manager, you will be required to report to the building you manage each day and will be the owner of the Member Experience, Operations, Sales and the Team. You will also be responsible for ensuring we are meeting our members needs and our global and local standards and targets on member experience satisfaction.
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 our 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.
Team Management:
– 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 onboarding process and have the tools necessary to succeed in their respective roles.
– 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 our People Calendar.
Wed love to hear from you if you meet the qualifications below:
– 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.
