Community Manager

6 months ago

Melbourne, Australia The Commons Full time

Are you a master at building connections and creating engaging communities? The Commons is seeking a passionate and creative Community Manager to take our vibrant space in Chippendale to the next level.

As the Community Manager, you'll be the heartbeat of our community, responsible for fostering a supportive and collaborative environment where professionals from various industries can thrive together.

We believe that a successful community goes beyond providing shared office spaces. That's why we're looking for a Community Manager who understands the power of cultivating an inclusive and dynamic community. Your enthusiasm for connecting with others, your knack for organising engaging activities, and your ability to foster a sense of belonging will be key in making The Commons the go-to destination for professionals looking for more than just a desk.

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 solutions-focused
- 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.

COMMUNITY

Member Experience
- Greet guests/visitors/members from the front desk, consistently delivering excellent customer service
- Act as main point/escalation 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 community-based events which meet budget requirements and provide collaboration and connection opportunities for members
- Assist with set up and pack down of events as required

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 inventories 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

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 up-to-date information
- Manage membership changes within the existing community
- Negotiate with potential members and offer discounts as appropriate and guided by Management

Retention
- Keep members long-term 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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