CommunityLead

ensuring we meet our members’ needs and maintain our WeWork global standards

deliver on our targets for an un-compromised member experience through curated events based on members’ interests

introducing members to each other for business opportunities

creating a welcoming environment for members and their guests

quarterly conversations with owned accounts to help them maximize the value of their WeWork membership while checking in on all members regularly to understand their ongoing experience

Anticipate member and guest needs before they arise using relevant information collected about members to enhance and personalize their experience

Follow up in person with all members who’ve submitted a bad rating for conference rooms

poorly rated a ticket

or submitted a negative response in our member experience system

Follow the model for issue resolution

utilizing the severity scale to determine the next steps

Ensure the proposed solution fully meets the member's needs

Review all Medallia responses to understand areas of improvement and implement proactive changes

keeping member experience top of mind

Support front desk coverage schedule as needed

ensuring there is consistent coverage during business hours

Conduct pre-move-in meetings with all new accounts to ensure a successful move in

Complete the New Member Orientation process for all new accounts within the building

Curate new member on-boarding materials such as welcome member notes

etc to provide on move-in day

Conduct move out interviews to understand the departing members’ overall experience

Provide feedback on programming types (based on member makeup) and evaluate events based on attendance

and impact on the appropriate Events team

Set up and host weekly social events that help to create a community within your location

execute value-driving events planned by the Events team when applicable in the building

Distribute all necessary info to promote the event including creation and posting of weekly events poster and individual event posters

Ensure building-specific operational requirements are met for each event (elevators

Conduct morning walkthroughs to address any issues

escalating any recurring issues to your manager and/or relevant cross-functional teams

Know and explain WeWork policies and procedures and communicate

and update members on building issues via email

Manage the energy in the building ensuring music levels and activations are appropriate to the daypart and occasion

Liaise with in-building

third party cleaning companies to ensure space is kept up to standards

and organize keys collected and distributed

Manage keycard stock and request new inventory as needed

Oversee Community responsibilities for Member companies in buildings where Community is not present which may include owning certain operational duties

liaising with Sales and Account Management

as well as supporting specific contractual agreements

Review and understand the role in the building management & WeWork provided Emergency Action Plans

Create incident reports as necessary

respond appropriately

escalate any medical emergency (injury or illness)

and respond to instructions from Leadership regarding emergency situations or security alerts

Conduct building tours set up by the Sales team for VIPs or prospective members as needed

Alert appropriate contact on the Growth Team when a member gives notice of any desire to have a Growth related conversation (ex. move-out requests

Hand-off prospective member sales to appropriate sales contacts (walk-ins

Conduct tours of the space for potential new members while sharing benefits tailored to their needs