Chief Community Experience Officer

About the Role:

We are seeking a passionate and proactive Community Host/Manager to be the welcoming face and central point of contact for our vibrant community. In this pivotal role, you’ll be responsible for cultivating an exceptional member experience, ensuring the smooth and efficient operation of our facility, and contributing directly to the growth and profitability of our business. You’ll be the key driver in creating a collaborative and supportive atmosphere that our members love.

Key Responsibilities:

• Be the primary point of contact for members and guests, providing a warm, friendly, and professional welcome.
• Develop and execute community-building initiatives, including social events, workshops, networking sessions, and other activities that encourage interaction and collaboration among members.
• Proactively engage with members to understand their needs, address their concerns, and build a strong sense of belonging.
• Facilitate connections between members to promote networking opportunities and potential business collaborations.
• Manage community communication channels, including newsletters, announcements, and online forums, to keep members informed and engaged.
• Oversee the onboarding process for new members, ensuring they feel welcome, informed, and integrated into the community.
• Gather and act upon member feedback to continuously improve the community experience and service offerings.

Workspace Operations & Facility Management:

• Manage the day-to-day operations of the workspace, ensuring a clean, organised, and well-maintained environment.
• Coordinate the booking and allocation of meeting rooms, hot desks, and other shared resources.
• Liaise with external vendors, including cleaning services, maintenance providers, and IT support, to ensure high standards of service delivery.
• Manage inventory and procurement of office supplies, ensuring adequate stock levels and cost-effectiveness.
• Troubleshoot basic IT issues and coordinate with external IT support for more complex problems.
• Ensure compliance with workplace health and safety regulations and maintain a safe environment for all members.
• Manage member access control systems, agreements, and related documentation.

Business Support & Growth:

• Support member retention strategies to minimise churn and maximise member satisfaction.
• Assist with sales and marketing efforts by conducting tours for prospective members, showcasing the workspace and its community benefits.
• Manage member billing, invoicing, and payment processes with accuracy and efficiency.
• Track key performance indicators (KPIs) related to community engagement, member satisfaction, and operational efficiency.
• Identify opportunities to enhance the value proposition for members, develop new revenue streams, and contribute to the financial success of the business.
• Assist with budget management, expense tracking, and reporting.

Qualifications & Skills:

• Proven experience (2+ years) in a community management, hospitality, customer service, or office management role.
• Exceptional interpersonal, communication, and relationship-building skills.
• Strong organisational, time-management, and multitasking abilities.
• Proactive, resourceful, and solutions-oriented with excellent problem-solving skills.
• Genuine passion for creating and nurturing communities.
• Proficiency in Google Workspace & Canva.
• Experience with coworking space management software or CRM systems is highly desirable.
• A positive attitude, strong work ethic, and a genuine desire to provide outstanding service.
• Ability to work independently and collaboratively as part of a team.
• Eye for detail aesthetically.