Community Lead, 1440 Broadway

About the role

The Community Lead at WeWork is integral to the elevated member experience at your WeWork location. Reporting to your building each day, you will ensure members' needs are met and maintain WeWork global standards. Depending on the location, you may work with various members or focus on one Enterprise client. You will complete scheduled conversations, anticipate and address member needs, and support front desk coverage.

Responsibilities

• Complete scheduled, quarterly conversations with owned accounts to help them maximize the value of their WeWork membership.
• Regularly check in with all members to understand their ongoing experience.
• Follow up in person with members who submit bad ratings or negative responses in Medallia.
• Review Medallia responses to identify areas for improvement and implement proactive changes.
• Support front desk coverage schedule as needed.
• Conduct pre-move-in meetings with new accounts to ensure a successful move-in.
• Complete the New Member Orientation process for all new accounts.
• Curate new member on-boarding materials and distribute necessary information for move-in day.
• Conduct move out interviews to understand departing members’ overall experience.
• Provide feedback on programming types and evaluate events based on attendance, satisfaction, and impact.
• Set up and host weekly social events to create a community within the location.
• Ensure building-specific operational requirements are met for each event.
• Conduct morning walkthroughs to address any issues and escalate recurring issues.
• Manage the energy in the building, ensuring music levels and activations are appropriate.
• Liaise with in-building, third-party cleaning companies to ensure space is kept up to standards.
• Track, audit, 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.
• Review and understand the role in the building management & WeWork provided Emergency Action Plans.
• Create incident reports as necessary, respond to emergencies, and follow instructions from Leadership.
• Conduct building tours for VIPs or prospective members as needed.
• Alert appropriate contacts on the Growth Team when a member expresses interest in a Growth-related conversation.
• Hand off prospective member sales to appropriate sales contacts.
• Share benefits tailored to the needs of potential new members during tours.

Requirements

We are looking for candidates with a Bachelor’s Degree or equivalent experience, 2+ years of experience in hospitality, proficiency in a local language and understanding of local culture, excellent interpersonal and networking skills, strong verbal and written communication skills, strong organizational skills, attention to detail, and the ability to multitask.

Qualifications

Qualified candidates should have a Bachelor’s Degree or equivalent experience, 2+ years of experience in hospitality, proficiency in a local language and understanding of local culture, excellent interpersonal and networking skills, strong verbal and written communication skills, strong organizational skills, attention to detail, and the ability to multitask.

Skills

Strong interpersonal and networking skills, excellent verbal and written communication skills, strong organizational skills, attention to detail, and the ability to multitask.

Benefits

Full-time employees are eligible for comprehensive benefits, including 20 days of PTO, approximately 13 paid holidays, and 80 hours of paid sick time per full calendar year; 16 weeks paid parental leave; competitive healthcare benefits; 401(k) plan; and life and AD&D insurance.

Pay

$65,000 annually

Schedule

N/A