Community Manager, Toorak

3 weeks ago

Melbourne, Australia The Commons Full time

**Primary Purpose of Role**

The primary purpose of the Community Manager is to ensure the smooth operation of their building including high occupancy, revenue, and retention; fostering a connected community of members; maintaining a high standard of building presentation and engaging and developing their team. Attention to detail, time management, exceptional customer service skills and the ability to effectively lead a small team are of vital importance.

**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;

**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
- Co-ordinate workload of Community Leads, Associates, day cleaners and night cleaners to ensure highest standards of cleanliness and presentation
- Monitor par levels of all inventory 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

**COMMUNITY**

**Member Experience**
- Greet guests from the front desk when necessary, consistently delivering excellent customer service
- Act as main 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 by The Commons events team

**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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