Community Manager

2 months ago

Melbourne, Australia The Commons Full time

About The Commons

Driven by the sincere desire to see people flourish. We support curiosity and believe in the collective power of people to instigate change. Our focus is on building and strengthening community and we challenge the status quo in an effort to innovate.

The Role

Are you a master at building connections and creating engaging communities? The Commons is seeking a passionate and creative Community Manager to take one of our vibrant spaces 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.

About You
- 5+ years’ experience within the Flexible Workspace environment or Hospitality/Retail Management
- A genuine passion for managing relationships and ability to analyse, develop & cultivate new business with existing members and build rapport
- The ability to juggle competing priorities whilst remaining solutions-focused
- A strong sales focus, with a proven track record in new sales
- Strong time management skills and excellent attention to detail

KEY RESPONSIBILITIES

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 the setup 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 maintains 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
- Manage relationships with contractors including building practitioners, IT professionals, vendors, and others as needed

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
- Influence 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

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

Work Health and Safety
- Ensure compliance with all statutory WHS standards, procedures, and processes, prioritising the safety and well-being of both members, guests and staff.

Values

All actions, conversations, and behaviours are to display behaviours that reflect the philosophy and values of The Commons:

- Putting our members first
- Fostering our community
- Working toge

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