Community Associate

2 months ago

Melbourne, Australia Hub Australia Full time

Join the team at Australia's largest privately owned coworking space
- Certified Great Place to Work organisation.
- Comprehensive wellness, lifestyle & personal development programme.

**Hub Australia** provides premium workspaces, business networks, and services across multiple 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 100 staff and 3500 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 Community Associate** works closely with the Clubhouse Lead and the Clubhouse teams to build and maintain thriving, vibrant, and collaborative member communities across two Clubhouses, 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 works closely with the Clubhouse Lead to assist in managing multiple Clubhouses 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
- Work in unison with the Clubhouse Lead to coordinate member events in your local clubhouses 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 Lead and Sales team 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 Lead to complete invoicing and monthly bill runs 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 and your Clubhouse Lead
- 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 your team 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

**Responsibilities when Clubhouse Lead absent from Clubhouse**
- Chair all Clubhouse Operations based meetings such as; daily huddle, Clubhouse meetings, and Trello sessions
- Be an advocate for Hub’s policies and procedures to your team and members
- Be the main point of escalation for your team, and work with the Clubhouse Lead to help resolve any Clubhouse related issues
- Know and be able to implement safety plans, i.e. fire, emergency, and COVID plans
- Be the eyes and ears of the Clubhouse, overseeing the day-to-day operations, supporting the team, and

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