Community Associate

2 weeks ago

Brisbane, Australia Hub Australia Full time

Great Place to Work certified business.
- Promote collaboration, innovation, and success.
- Lead and coordinate member events.

**Start date**:February 2023

**Location**: Anzac Square, Brisbane

**Employment type**: Permanent - Full-Time

**Ordinary hours of work**: Our clubhouses are staffed between 09:00 - 17:00 Monday to Friday. After-hours work will be required for Member Events.

**Salary**: To be discussed at interview stages.

**About Hub Australia**:
Hub Australia provides premium workspaces, business networks, and services across 12 locations in Sydney, Melbourne, Brisbane, Canberra and Adelaide.

Founded and headquartered in Melbourne, Hub has rapidly grown to become the largest privately-owned coworking operator in Australia, with over 150 staff and 5500 members ranging from small business and government to non-profit and corporations.

Established in 2011, Hub is a Certified B-Corporation and the first coworking space in Australia to be certified Carbon Neutral with Climate Active. Hub is a fun, energetic, and dynamic environment with plenty of room for growth - as we continue to build the best place to create, share, and work with others, there’s a perfect place for you to grow with us.

**The purpose of the role**:
The Community Associate builds and maintains a thriving, vibrant, and collaborative member community within our Clubhouse, including activation of our member admin portal and digital channels. This role plays a crucial role in delivering Hub’s member journey - assisting members to build social and business connections that fuel collaboration, innovation, and success.

A thriving Clubhouse community maintained by the Community Associate increases retention and fuels occupancy targets. New members come from success and growth from within the community, referrals, and desire to connect with our diverse membership base.

The Community Associate also assists in managing the Clubhouse in collaboration with the local team to meet Clubhouse expense targets. Exceptional interpersonal skills and excellent communication skills are vital.

**Responsibilities by function**:
**_Community Engagement_**
- Be the go-to person for your clubhouse members
- Lead and coordinate member events in your local clubhouse as specified by the national member journey program, including facilitating member talks and panel discussions as required
- Take each member through the Hub member journey, including face-to-face member check-ins
- Facilitate commercial connections and opportunities for members to help their businesses evolve and grow
- Utilise the Member Portal and Hubspot for all member engagement and communications, and to supplement in-space community activity
- Conduct and review member exit interviews, ensuring relevant feedback is acted on through the appropriate channels
- Deliver important information to members through our member communication channels in line with the Hub Australia brand and ethos
- Live and breathe our values: Collaboration, Accountability, Resourcefulness, Adaptability, and Beyond Profit.

**_Member Administration & Sales_**
- Sales and sales administration for a range of Hub Australia products
- Manage membership renewals and work closely with the Clubhouse Manager and Membership Sales Manager as required
- Build and maintain a waiting list for Clubhouse membership products
- Deliver tours and trial day experiences to prospective members or as requested
- Member administration, including licence agreement, onboarding, and offboarding members
- Work with the Clubhouse Manager to complete invoicing and monthly bill run accurately and on time; manage the Hub Australia delinquents process for your members
- Connect with local organisations and attend networking events to promote the Hub Australia community and identify potential members.

**_Clubhouse Operations & Support_**
- Work collaboratively with your Clubhouse team
- Ensure Zendesk tickets and maintenance projects are resolved in a timely manner to ensure the highest level of member experience.
- Host the Welcome Desk as required, ensuring an excellent level of customer service to our members and their guests
- Work closely with Area Managers to ensure your expenses are in line with Clubhouse budgets
- Assist with training of new or current members of the Clubhouse team
- Work with the Clubhouse team to ensure member kitchen facilities are always clean and functioning
- Review member data and identify areas for improvement
- Continually think of ways we could improve processes and procedures to ensure the best customer service is provided to our members

**Required training and experience**:

- 2+ years’ experience in a fast-paced customer service environment
- 2+ years’ experience in account management
- The ability to build rapport with your members - understanding their businesses and their needs
- A genuine passion for managing client relationships and the ability to analyse, develop and cultivate new business w

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