Community Lead

3 weeks ago

Sydney, Australia The Commons Full time

**PURPOSE**

The role of a Community Lead is to ensure the smooth operation of their building including high occupancy, revenue, and retention. Fostering a connected community of members by ensuring a positive experience, through building and maintaining a thriving, vibrant, and collaborative member community. This role is crucial role in ensuring our member journey, from the welcome to helping naturally helping businesses grow connections that support their desire to collaborate and and succeed.

Maintaining a high standard of building presentation and supporting the Community Manager to engage and developing their team. Attention to detail, time management, exceptional customer service skills and the ability to multitask is vital to this role. The Lead will have a strong ability to manage multiple competing priorities and enjoy being across all elements of the Community operations.

**ABOUT THE ROLE**

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

**COMMUNITY**

**Member Experience**
- Greet guests from the front desk, consistently delivering excellent customer service
- Facilitate introductions and relationship building initiatives for members
- Have a thorough understanding of all members and companies
- Member onboarding, including conducting building tours and inductions, providing welcome packs, and logging activities on CRM

**Events**
- Lead and coordinate member events in your location in alignment with the brand, including facilitating member talks, panel discussions, lunch and learns and other community events to ensure engagement**.**:

- Help promote events within your location or neighbouring locations, which may be of interest or relevance to your community.
- Assist with set up and pack down of events as required by The Commons events team and Community Manager
- Auditing and ordering supplies as required

**OCCUPANCY**

**Member Retention**
- Assist with reviewing service offerings and member feedback and provide suggestions for improvement
- Notify Community Manager immediately of any possible changes to memberships in the space

**OPERATIONS**

**Daily Operations**
- Adhere to direction from Community Manager and assist with daily scheduling
- Onboard and offboard all members and companies in the space
- Maintain accurate internal databases of members, companies, contractors, and suppliers
- Ensure accuracy of Member Directory
- Assist with management and reporting of IT tickets
- Send push notifications as required for events and reminders
- Set members up on printers and provide basic IT troubleshooting
- Ensure all empty offices and desks are clean and tidy and ready for new members to occupy
- Deliver incoming mail to members in a timely manner

**Facilities Management**
- Ensure that the building is fully operational
- Report maintenance issues and assist with resolution
- Conduct regular building checks and maintain cleanliness, including kitchen cleaning and regular resetting of meeting rooms
- Manage par levels of all stock and inventory and order consumables as required
- Complete regular audits of storage areas and maintain cleanliness
- Report cleanliness concerns or requests to cleaners

**ABOUT YOU**
- 2+ years’ experience in a fast-paced customer service environment
- The ability to build rapport with strong communication skills with your members, visitors and guests.
- Be ready to get hands-on with all aspects of the daily requirements to ensure we are creating a great member experience at every step of the way
- You have the flexibility to think outside the box.
- You have the ability to foresee and identify needs of the of our members.
- A passion for managing member relationships and the ability to support our members as their requirements of the business change.
- The ability to juggle competing priorities whilst remaining solutions-focused
- Strong time management skills and excellent attention to detail.
- You love working with people
- That said, if your experience varies from the above but you feel this would be the right opportunity for you to excel, we would love to hear from you._

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