Community Manager, Toorak

2 weeks ago

Melbourne, Victoria, Australia The Commons Full time

Primary Purpose of Role


The primary purpose of the Community Manager is to ensure the smooth operation of their building including high occupancy, revenue, and retention; fostering a connected community of members; maintaining a high standard of building presentation and engaging and developing their team.

Attention to detail, time management, exceptional customer service skills and the ability to effectively lead a small team are of vital importance.


What we are looking for

  • 1.5+ years' experience within the Flexible Workspace environment or Hospitality Management.
  • A genuine passion for managing member relationships and the ability to analyse, develop and cultivate new business with existing members and build rapport.
  • The ability to juggle competing priorities whilst remaining solutionsfocused
  • A strong sales focus, with proven track record in new sales.
  • Strong time management skills and excellent attention to detail.


That said, if your experience varies from what we've listed yet you still believe you hold the necessary skills - we would love to hear from you.

The primary duties of the role include but are not limited to;

OPERATIONS

Facilities Management

  • Ensure that the building is fully operational
  • Resolve all maintenance issues by reporting to Support Team, arranging quotes, liaising with contractors and scheduling required maintenance work
  • Coordinate workload of Community Leads, Associates, day cleaners and night cleaners to ensure highest standards of cleanliness and presentation
  • Monitor par levels of all inventory to make sure the building is appropriately stocked
  • Monitor tidiness of all storage areas and ensure Community Team maintain expected standards

Daily Operations

  • Manage daily schedule of Community Leads, Associates, and cleaners to ensure efficiency and organisation
  • Communicate upcoming changes, new memberships and events to Community Team
  • Act as main point of contact for members with regards to escalations.
  • Managing relationships with contractors including building practitioners, IT professionals, vendors and others as needed

COMMUNITY

Member Experience

  • Greet guests from the front desk when necessary, consistently delivering excellent customer service
  • Act as main point of contact for all members
  • Facilitate introductions and relationship building initiatives for members
  • Have a thorough understanding of all members and companies and drive initiatives to support each company's growth
  • Manage member issues and resolve conflicts in the space to ensure a cohesive community. Escalation of conflict as required

Events

  • Initiate and promote communitybased events which meet budget requirements and provide collaboration and connection opportunities for members
  • Assist with set up and pack down of events as required by The Commons events team

OCCUPANCY

Sales

  • Conduct tours of the space with companies looking for office space and drive new sales
  • Follow up after tours and upsell enquiries
  • Generate contracts and onboard new companies
  • Update CRM with accurate and uptodate information
  • Manage membership changes within the existing community
  • Negotiate with potential members and offer discounts as appropriate and guided by Management

Retention

  • Keep members longterm to maintain high occupancy
  • Constantly review service offerings and review member feedback looking for ways to improve and retain members
  • Ensure policies surrounding notice periods and membership cancellation are adhered to
  • Notify Management immediately of any possible changes to memberships in the space and proactively seek out possible new members from past enquiries

MANAGEMENT AND LEADERSHIP

  • Manage daily workload of Community Leads, Associates, and day cleaners
  • Develop team capability via informal training and development, mentoring and guidance, and promoting internal growth
  • Influencing and engage team by coaching them for success in their career path
  • Conduct Performance Reviews as well as provide regular feedback to Community Leads, Associates, and day cleaners on performance
  • Train new staff members with support from State Community Manager

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