(Flexi Office) Senior Community Manager

(Flexible Office) Senior Community Manager

Base Salary: £40,000
Location: Milton Keynes, Buckinghamshire
Start Date: Immediate / After Notice Period
Benefits: See Below

• Our client is a purpose-driven flexible office / workspace provider with locations throughout London, NW England and the Midlands. Due to their unrelenting successes and nationwide growth plans, they are now seeking a Senior Community Manager for their Milton Keynes location.

• This company provides luxury ethical design-led and sustainable coworking offices, meeting, and event spaces for individuals, start-ups and SMEs with a social impact mission / business. In addition, they offer bespoke community wellness programmes tailored to the communities they are situated in.

BENEFITS INCLUDE:

• 25 days annual leave  + all statutory annual holidays

• 2x paid charity / volunteer days per year

• ESOP - Employee Stock Options

• Discretionary Bonuses

• Pension

• Health Fund

• EAP - Employee Assistance Programme

• Cycle to work scheme

• Gymflex membership

• Tastecard

• Perks at work

• £30 Betterspace allowance

• Employee Referral Scheme

• Onsite fruit, snacks and drinks

• Company wide hang outs

REQUIRED / DESIRED EXPERIENCE:

Career Experience:

• Demonstrable experience of working in a similar customer facing mid-management role in either co- working / serviced offices, high-end hospitality/retail and /or luxury hotel sector.

• Proven experience of managing teams and operating across multi-sites, to deliver company goals / KPIs

• Prior experience of working in a start-up/SME would be beneficial

Knowledge & Skills:

• It would be desirable and an advantage to have a high proficiency working with Office RnD and HubSpot 

• Highly numerate and literate with ability to generate reports to an exec/senior level.

• Ability to combine analytical and methodical thinking with high attention to detail and a solution-focused approach.

• Solid project management skills: ability to lead and collaborate with cross-functional partners, prioritise high impact activities, and keep projects moving forward.  

Motivations & Interests:

• Interest in Mission-driven business, Purpose, and sustainability

• Positive approach to learning in the role and identifying your own training needs as appropriate

THE ROLE OVERVIEW:

• Responsible for the commercial (including member acquisition, renewals and increasing external event opportunities) and operational success (including member engagement, service levels, site green performance maintenance) of all sites under your portfolio.

• As Senior Community Manager, you will be accountable for the impact, commercial and operational success within your site(s). You’ll be the primary point of contact for your site team and ensure the day-to-day needs are met. You set the tone and standard for your team on service, product, member engagement and impact.

• You will work closely with the Area Operations Manager and Head of Sales and People / Culture team to oversee:

1. Member engagement/inspiration and any relevant KPIs;

2. Site operational aspects including service level, site sustainability KPIs, facilities management and compliance; and

3. Financials (member acquisitions, retentions and events revenue) for your site(s).

• You will lead and support any Community Managers (CMs) and Community Associates (CAs) teams at your site(s) in delivery of their KPI targets.

• You will ensure the teams are delivering a fun and inspiring environment in which our members can thrive. As Senior Community Manager, you must be passionate about impact, operations, sales, people, building and maintaining relationships as well as encouraging everyone around you to do the same.  

KEY RESPONSIBILITIES:

Community Management:

• Work with Impact & Culture Manager (as amended from time to time) to understand / learn and then take responsibility for ensuring site teams are delivering Member Inspiration activities and KPIs at your site(s) including:

1. Ideas and activities for how members can engage with each other and get to know those in their site;

2. Ideas and activities for how members engage with the social portal and company social media;

3. Supporting members with wellbeing and amplification; and

4. Holding and encouraging members to attend our in-house Programmes.

• Ensure all sites in your portfolio deliver ‘members first’ mentality to meet /exceed service KPIs/Standards to ensure member satisfaction in terms of their service and product experience

• Deliver key events in your site(s) including Summer and Winter party and key team events  

Team Management:

• Manage the Community Managers and Community Associates and ensure that they are clear on their individual roles and responsibilities

• Perform one-to-ones and performance-based reviews with your team and document. Provide support through training plans and Personal Improvement Plans where needed

• Act as escalation point for Community Managers, coaching individuals through difficult conversations and resolving escalated member issues effectively with support from the Area Operations Manager  where required

Operations:

• Accountable for success of impact, operational and financial success of your site(s)

• Assist the Area Operations Manager in executing existing and new SOPs to ensure processes and standards are upkept

• Potential to assist the Area Operations Manager with the launch of New Site Openings within your area.  

• Report on site and sales performance monthly and as requested. Act on agreed Financial, Site Membership, Member Inspiration KPIs

• Deliver on P&L, budget, revenue, and member satisfaction working with Finance and Member Engagement Manager as needed

• Responsible for the monthly bill run of your site(s)

• Build and nurture relationships with all partners including landlords, brokers, community stakeholders, and event vendors

Sales:

• Work with members of the sales team and support the sales structures and processes for your site(s)

• Lead the sales process including tours of your site(s), proposals, negotiations, and raising contracts

• Manage the move-in and move-out process ensuring dilapidations are accounted for.

Facilities Operations & H&S Compliance:

• Oversee relationship with Facilities provider(s) in your site(s), undertaking monthly walkarounds to ensure the site is fit for purpose and up to company standards, meeting agreed ‘green (sustainability) impact’ (Site Green Performance).

• Ensure that the statutory and company Health and Safety standards and obligations are adhered to for all people in the sites under your remit. This includes accident reporting, managing fire evacuations, performing client inductions, and conducting regular Health and Safety checks