(Flexible Office) Community Manager
Base Salary: £30,000
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 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 in developing and building an engaged (coworking space) member community and providing exceptional member experiences.
Demonstrable experience of working in a similar customer-facing role in either co- working / serviced offices, events, high-end hospitality/retail and /or luxury hotel (including boutique hotel) sector.
Prior experience of working in a start-up/SME would be beneficial
Knowledge & Skills:
It would be ideal to have experience working with the CRM - Office RnD
Highly numerate and literate with ability to generate reports to an exec/senior level.
High level of organisational skills with the ability to deal with conflicting priorities in a fast-paced role/environment.
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:
To be the primary point of contact and “go to” for the (co-working space) Community and all member day to day needs, supporting delivery of member engagement and happiness.
To support the Area Operations Manager (AOM) in creating an environment where our members can thrive, providing exceptional service to all that use our spaces.
As Community Manager (CM), you will be the primary point of contact and “go to” for the Community and all members day to day needs. A commitment to providing exceptional service to our community, members and guests is a must.
In this role you will work alongside the Area Operations Manager (AOM), Community Sales Manager (CSM) and Community Associate (CA) with a focus on nurturing a fun and inspiring environment in which our members can thrive. You will work with the site team and Marketing team to ensure community engagement programmes are delivered and member happiness achieved.
As a CM you must be passionate about people, building and maintaining relationships as well as encouraging everyone around you to do the same :
Community Managers also need to understand local competitor movements
Task and deadline orientated roles
All staff must all be able conduct well trained viewings.
KEY RESPONSIBILITIES:
Community Management:
Main point of contact for Members enabling you to build a strong community of Members.
Provide a ‘members first’ mentality to meet /exceed service KPIs / standards to deliver member satisfaction (ensure a rapid and suitable response to all member queries and requests) and delivery of the Member Engagement Programme inline with agreed ‘Member Inspiration’ KPI
Have a full understanding of the company product (specifically to your site), and its mission and values.
Responsible for the opening/closing (including any security measures) the Front Desk in line with SOPs
Managing the move in process and onboarding for new members; working with Community Engagement Manager to onboard new members in line with ‘Member Inspiration’ KPI and agreed SOPs
Work with Community Engagement Manager (and Community Sales Manager where needed) to deliver the company’s members engagement programme
Create and run member socials and open events programme with support from the Community Sales Manager and Community Associate where needed
Ensure wellbeing initiatives are delivered for members through the use of agreed partners /providers
Support the Community Engagement Manager in the delivery of the video and phootoshot Studio offering to members
Deliver commercial events in your building with support from GM and CSM where needed
Maximise opportunities to connect members with each other.
Work alongside the Marketing team to grow social media engagement
Enrol members on to our company content products and consultation programmes
Undertake local community engagement i.e. local brand outreach to develop a portfolio of discounts and benefits for members
Responsible for ensuring that members are using and engaging with the members app and portal and is updated to ensure data capture/reporting is accurate
Ensure the CRM i.e. Office RnD and HubSpot are up to date to ensure reporting is accurate.
Managing all member communication including the members newsletter, snapshot, and weekly updates
Conduct tours /viewings in a timely manner
Develop an understanding of competitors (an their movements) in the local area of your site
Enrolling members on to company's members' portal and encourage member usage of the member app and any other associate technology to increase member engagement
Supporting the GM on delivering external events where necessary
Operations:
Ensure security and health and safety information is clearly stated and understood by new members.
Cover team members’ lunch breaks, sickness and annual leave where required and their duties
Have a complete understanding of company policies, procedures and pledge ensuring members comply
Sales
Confidently conduct co-working and private office viewings
Draw up proposals and maintain relationships with brokers/direct leads
Manage leads for your building using HubSpot CRM system
Finance
Generate monthly/ad-hoc invoices
Maintain budget tracker of your site, ensuring the site remains under/at budget
Manage debt through monthly billing procedures and debt chasing protocols