Goals & Objectives
Illustrate WeWork’s core values and strive to achieve our mission. Lead the Community Management team to achieve the following:
Creation of a collaborative environment amongst our members through events and personal introductions
Maintenance of 100% occupancy by achieving sales goals, and managing churn
Ensuring that building is fully operational and processes are running smoothly
Driving growth and promotion of WeWork-provided service offerings
Maintaining company standards and expectations
Managing building KPI’s Duties & Responsibilities
Community Management & Events
Manage all building operations and communicate with market support to ensure highest level of member satisfaction
Develop community initiatives designed to create connections between members, including member introductions, overseeing events, electronic and print communications, and building walkthroughs
Solve member-related issues to ensure a cohesive community and manage member expectations
Meet with members to resolve issues, process member terminations and other issues of complexity
Oversee events to ensure there is a good balance of educational, member appreciation, and lead generating and sales-related events and to review for adequate procedural safeguards for the protection of members and company assets
Proactively gather data on members’ business objectives and identify both WeWork and member services that could help members achieve their objectives
Seek opportunities to engage members to discover and discuss members’ objectives, i.e. using member service request as an opportunity to learn more about member, member’s business and any other needs member may have
Identify opportunities and act on them to connect members
Design and implement rules, guidelines and best practices for the community to optimize member experience
Recommend best practices, including but not limited to: community management, sales, events, training, and member experience on a company-wide level
Exercise discretion in guiding prospective members, including possibly gatekeeping where business may not be in the interests of greater community
Resolve member complaints regarding other members through neutral fact investigation and process termination of membership when warranted
Explain WeWork policies and procedures to members, including but not limited to: membership agreement and billing procedures Business Development
Take responsibility for sales and community dynamics
Conduct tours to work towards and maintain 100% building occupancy when ACMs are unavailable
Lead tours for VIPs, i.e. guests of WeWork
Engage in the larger community of the market by attending events and networking with local start-ups and organizations
Manage and maintain relationships with vendors and landlords Building Management
Make recommendations to Physical Product and Head of Community and Operations on any repairs, maintenance, or updates required in your building
Analyze tickets by area to identify and resolve issues presented, i.e. insufficient cleaning staff, repeating IT-related failures, malfunctioning conference room equipment, etc.
Set priorities using ticket data and clearly communicate adjustments to team
Produce comprehensive quality control reports that allow all stakeholders to improve member experience
Review all base building documents to ensure the data is updated and accurate
Supervise move-ins and move-outs for quality experience
Review daily reports and work with team to finalize weekly and monthly reports that outline community and sales progress
Expense management for the building
Know and be able to implement member safety plans, i.e. fire and emergency plans Personnel Management
Manage a team within a building to reach sales goals and execute on their objectives as an individual and a team
Lead professional development within team and make recommendations to promote current employees
Perform weekly one-on-one meetings to track individual performance
Oversee and keep team up to date with process changes
Oversee team including performance management reviews Experience & Requirements
College graduate with a four-year degree
Customer service and sales experience required
Project management and business operations experience required
Must have strong verbal and written communication skills
Cold-outreach experience a plus
Understanding and experience managing a team of more than two people
Exceptional organizational and multitasking skills
Demonstrate integrity, dependability, responsibility, accountability, self-awareness, work ethic, and empathy
Passion and understanding for entrepreneurial communities
Passion and understanding for WeWork’s mission and values
