Senior Community Lead - Hamburg, Deutschland - WeWork

WeWork

Geprüftes Unternehmen

Hamburg, Deutschland

vor 1 Woche

Geschrieben von:

Lena Wagner

beBee Recruiter

Beschreibung

Senior Community Lead | Community

About Us

At WeWork, we provide inspiring and flexible workplace solutions to help businesses - small, medium or large - thrive in more than 150 cities globally.

The future of work is happening right now, and we are leading this moment. United by a common purpose, here we will empower tomorrow's world at work.

Join us on our journey as we give our members the freedom and support to push boundaries in their industries, and work to redefine our own.

About the Opportunity

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 Senior Community Lead, you will be responsible for standard Community Lead tasks in your building to ensure we meet our members' needs and maintain our WeWork global standards.

You will also have additional responsibilities, serving as a support to your Community Manager and being a leader amongst your peers in order to execute on company and area specific goals.

You will be responsible for ensuring that Proactive Check-Ins are completed to a high standard for your cluster, and partner with your Community Manager to deliver new hire onboarding, team trainings, and ancillary revenue management as required.

You will also act as the main point of contact for the cluster when your Community Manager is not present.

In this role, you'll:

Membership Engagement & Retention:

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.
Serve as a point of escalation on WeWork policies and procedures to members within your home location while also supporting additional buildings within the cluster.
Recommend and operationalize enhancements to member experience and building processes based off of building observations and team feedback.
Provide insight, assistance and guidance to peers in regards to member experience best practices, including Proactive Checkins and Medallia insights.
Own cluster Proactive Checkin management by reviewing progress and notes to ensure that all buildings are achieving Proactive Checkin targets.
Assist Community Manager in rolling out new initiatives and goals to the cluster surrounding member satisfaction and overall experience.

Move-In & Move Out:

Conduct premovein 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 onboarding materials such as welcome member notes, FAQ guides, etc to provide on movein day.
Conduct move out interviews to understand the departing members' overall experience.

Sales Support:

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. moveout requests, extensions, transfers, etc.).
Handoff prospective member sales to appropriate sales contacts (walkins, current members, guests, etc).

Events:

Provide feedback on programming types (based on member makeup) and evaluate events based on attendance, satisfaction, and impact on the appropriate Events team.
Partner with your team to 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 buildingspecific operational requirements are met for each event (elevators, HVAC, etc).

Building Operations and Management:

Oversee operational budget and partner with CM to review building OPEX, assist cluster Community Lead's in navigating areas of complexity within their building reporting.
Utilize Tableau to analyze and track trends and opportunities across the buildings and suggest and implement enhancements
Analyze cluster trend data to own ancillary revenue management and own ancillary revenue driving projects (i.e. conference room booki