Community Lead, Boston id-7265
About the position
The Community Lead at WeWork plays a crucial role in enhancing the member experience at their location. This position involves engaging with members to understand their needs, facilitating community events, and ensuring operational excellence within the workspace. The Community Lead is responsible for fostering a welcoming environment, supporting member retention, and collaborating with various teams to deliver a high-quality experience for all members and guests.
Responsibilities
- Complete scheduled, quarterly conversations with owned accounts to help them maximize the value of their WeWork membership.
- Anticipate member and guest needs before they arise using relevant information collected about members.
- Follow up in person with all members who've submitted a bad rating for conference rooms or negative feedback.
- Utilize the severity scale for issue resolution to ensure proposed solutions meet member needs.
- Review all Medallia responses to understand areas of improvement and implement proactive changes.
- Support front desk coverage schedule as needed to ensure 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 onboarding materials such as welcome notes and FAQ guides.
- Conduct move out interviews to understand departing members' overall experience.
- Conduct building tours set up by the Sales team for VIPs or prospective members.
- Alert appropriate contacts on the Growth Team regarding member requests related to growth.
- Hand-off prospective member sales to appropriate sales contacts.
- Conduct tours of the space for potential new members while sharing tailored benefits.
- Provide feedback on programming types and evaluate events based on attendance and satisfaction.
- Set up and host weekly social events to create community within the location.
- Distribute necessary information to promote events and ensure operational requirements are met.
- Conduct morning walkthroughs to address any issues and escalate recurring issues as needed.
- Know and explain WeWork policies and procedures to members.
- Manage the energy in the building ensuring appropriate music levels and activations.
- Liaise with third-party cleaning companies to maintain space standards.
- Track, audit, and organize keys collected and distributed, managing keycard stock as needed.
- Oversee Community responsibilities for Member companies in buildings without Community presence.
- Review and understand the role in building management and WeWork Emergency Action Plans.
- Create incident reports as necessary and respond to emergencies appropriately.
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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.
- Attention to detail and efficient task management.
- Ability to grow and maintain relationships.
Benefits
- Flexible work environment
- Diverse community
- Opportunities for professional growth
- Collaborative team culture
