Chief Member Experience Officer

1 week ago

Brisbane, Queensland, Australia beBeeCommunity Full time $100,000 - $130,000

About WeWork

Our mission is to help businesses thrive in a global environment. We provide inspiring and flexible workplace solutions that foster growth.

As a Community Manager, you'll report to buildings daily, owning the member experience in each location. This role ensures we meet global standards and targets on member satisfaction.

Key Responsibilities:

  • Membership Engagement & Retention:
    • Manage relationships with key accounts across multiple locations.
    • Assign a dedicated point of contact for all accounts.
    • Resolve member issues, process terminations, and escalate complex matters.
    • Monitor the performance metrics.
    • Be accountable for member retention, Net Promoter Scores, and overall satisfaction.
    • Regularly review results and implement building-specific plans to improve KPIs.
  • Building Operations and Management:
    • Evaluate quality expectations and ensure they are met.
    • Hold your team accountable for operational policies and standards.
    • Collaborate with Landlords to handle building-related escalations.
    • Escalate recurring issues with 3rd party vendors.
    • Be responsible for building-level expenditures in partnership with the Building Operations team.
  • Team Management:
    • Lead teams within your locations to execute on objectives.
    • Provide thorough training and necessary tools for success.
    • Allocate time between locations to support teams in their day-to-day activities.
    • Support direct reports in creating development plans and pursuing growth opportunities.

About You

We're seeking individuals with 5+ years of experience in hospitality, marketing, multi-unit retail, startups, finance, consulting, or related fields. Strong communication, project management, and business operations skills are essential.

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