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Community Lead

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WeWork

3mo ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    Facilities Management
  • Munich
  • Quick Apply

AI generated summary

  • You should have a Bachelor's degree, 2+ years in hospitality, local language proficiency, strong communication and organization skills, attention to detail, and a passion for building relationships.
  • You will engage with members, address concerns, conduct onboarding, host events, manage communication, ensure operational standards, and oversee community responsibilities for a positive experience.

Requirements

  • Bachelor’s Degree or equivalent experience.
  • 2+ years of experience in hospitality.
  • Proficient local language and understanding of local culture required.
  • Excellent interpersonal and networking skills.
  • Strong verbal and written communication skills.
  • Strong organization skills with the ability to multitask projects from start to finish.
  • You are attentive to detail and manage tasks efficiently and effectively.
  • You enjoy and thrive at continually growing relationships.

Responsibilities

  • Complete scheduled, quarterly conversations with owned accounts to help them maximize the value of their WeWork membership while checking in on all members regularly to understand their ongoing experience.
  • Anticipate member and guest needs before they arise using relevant information collected about members to enhance and personalize their experience.
  • Follow up in person with all members who’ve submitted a bad rating for conference rooms, poorly rated a ticket, or submitted a negative Medallia response.
  • Follow the model for issue resolution, utilizing the severity scale to determine the next steps. Ensure the proposed solution fully meets the member's needs.
  • Review all Medallia responses to understand areas of improvement and implement proactive changes, keeping member experience top of mind.
  • Support front desk coverage schedule as needed, ensuring there is consistent coverage during business hours.
  • Conduct pre-move-in meetings with all new accounts to ensure a successful move in.
  • Complete the New Member Orientation process for all new accounts within the building.
  • Curate new member on-boarding materials such as welcome member notes, FAQ guides, etc to provide on move-in day.
  • Conduct move out interviews to understand the departing members’ overall experience.
  • Conduct building tours set up by the Sales team for VIPs or prospective members as needed.
  • Alert appropriate contact on the Growth Team when a member notifies of any desire to have a Growth related conversation (ex. move-out requests, extensions, transfers, etc.).
  • Hand-off prospective member sales to appropriate sales contacts (walk-ins, current members, guests, etc).
  • Conduct tours of the space for potential new members while sharing benefits tailored to their needs.
  • Provide feedback on programming types (based on member makeup) and evaluate events based on attendance, satisfaction, and impact on the appropriate Events team.
  • Set up and host weekly “social events” that help to create a community within your location and execute “Value-Driving” events planned by the Events team when applicable in the building.
  • Distribute all necessary info to promote the event including creation and posting of weekly events poster and individual event posters.
  • Ensure building-specific operational requirements are met for each event (elevators, HVAC, etc).
  • Conduct morning walkthroughs to address any issues, Escalating any recurring issues to your manager and/or relevant cross-functional teams.
  • Know and explain WeWork policies and procedures and communicate, inform, and update members on building issues via email, in person, or broadcast.
  • Manage the energy in the building ensuring music levels and activations are appropriate to the daypart and occasion.
  • Liaise with in-building, third party cleaning companies to ensure space is kept up to standards.
  • Track, audit, and organize keys collected and distributed. Manage keycard stock and request new inventory as needed.
  • 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.
  • Review and understand the role in the building management & WeWork provided Emergency Action Plans.
  • Create incident reports as necessary, Respond appropriately and escalate any medical emergency (injury or illness), and respond to instructions from Leadership regarding emergency situations or security alerts.

FAQs

What is the primary responsibility of a Community Lead at WeWork?

The primary responsibility of a Community Lead at WeWork is to ensure an elevated member experience by meeting members’ needs, delivering on member engagement and retention targets, and creating a welcoming environment through events and personal interactions.

What qualifications are required for the Community Lead position?

A Bachelor’s Degree or equivalent experience is required, along with 2+ years of experience in hospitality, excellent interpersonal skills, strong communication skills, and the ability to multitask effectively.

How does a Community Lead engage with members?

A Community Lead engages with members by conducting regular check-ins, personalizing member experiences, facilitating introductions for business opportunities, addressing concerns, and hosting events based on members’ interests.

What kind of events will a Community Lead be responsible for organizing?

A Community Lead will be responsible for setting up weekly social events, executing value-driving events planned by the Events team, and promoting these events to the community.

Are there any safety and security responsibilities associated with the Community Lead role?

Yes, a Community Lead is responsible for understanding emergency action plans, creating incident reports, responding to medical emergencies, and following instructions from leadership during security alerts.

Is experience in a specific language or culture necessary for this position?

Yes, proficiency in the local language and an understanding of local culture are required for the Community Lead position.

What kind of support does a Community Lead provide for sales?

A Community Lead supports sales by conducting building tours for prospective members, alerting the Growth Team about member requests, and facilitating the hand-off of prospective sales to appropriate contacts.

How does a Community Lead contribute to member retention?

A Community Lead contributes to member retention by maximizing the value of memberships through quarterly conversations, addressing member concerns proactively, and ensuring a high level of satisfaction through tailored engagement.

What is the importance of the Community team at WeWork?

The Community team is integral to WeWork’s mission of enabling members to create their life’s work by fostering a supportive community and enhancing the overall member experience.

Does WeWork promote diversity and inclusion in its hiring practices?

Yes, WeWork is proud to be an Equal Employment Opportunity and Affirmative Action employer, promoting a diverse and inclusive workplace by not discriminating based on various protected characteristics.

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WeWork

Reimagine your workspace.

Real Estate
Industry
5001-10,000
Employees
2010
Founded Year

Mission & Purpose

WeWork is a company that provides flexible workspace solutions for individuals, startups, small businesses, and large enterprises. They offer shared office spaces, coworking environments, private offices, and meeting rooms in various locations worldwide. WeWork's ultimate mission is to create a community-driven and collaborative work environment that fosters creativity, productivity, and innovation. Their purpose lies in reimagining the way people work and empowering businesses of all sizes by offering flexible and dynamic workspaces that adapt to their evolving needs. WeWork aims to build a global network of spaces where professionals can connect, share ideas, and thrive, fostering a sense of belonging and camaraderie among its members. By providing modern and amenity-rich workspaces, WeWork seeks to redefine the traditional office concept and support the growth and success of businesses by offering an inspiring and flexible work environment.