Community Lead, 148 Lafayette St

About the role

The Community Lead position at WeWork is integral to the elevated member experience at your WeWork location. Reporting directly to your building, you will ensure that members' needs are met and that WeWork global standards are maintained. Depending on the location, you may work with a variety of members or focus on one of our Enterprise clients.

Responsibilities

• Complete scheduled, quarterly conversations with owned accounts to help them maximize the value of their WeWork membership.
• Regularly check in on all members to understand their ongoing experience.
• Follow up in person with members who submit bad ratings for conference rooms, poorly rated tickets, or negative responses in Medallia.
• Implement proactive changes based on Medallia responses to improve member experience.
• 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 within the building.
• Curate new member on-boarding materials and distribute necessary information for move-in day.
• Conduct move out interviews to understand the departing members' overall experience.
• Provide feedback on programming types and evaluate events based on attendance, satisfaction, and impact.
• Host weekly social events to create a community within the building.
• Ensure building-specific operational requirements are met for each event.
• Manage morning walkthroughs to address any issues and escalate recurring issues to managers and cross-functional teams.
• Communicate and inform members on building issues via email, in person, or broadcast.
• 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 appropriately, and escalate any medical emergencies.
• Support building tours set up by the Sales team for VIPs or prospective members.
• Alert appropriate contacts on the Growth Team when a member gives notice of any desire to have a Growth related conversation.
• Hand-off prospective member sales to appropriate sales contacts.
• Conduct tours of the space for potential new members while sharing benefits tailored to their needs.

Requirements

We are looking for candidates with a Bachelor’s Degree or equivalent experience, 2+ years of experience in hospitality, proficiency in the 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

Essential qualifications include:

• Bachelor’s Degree or equivalent experience
• 2+ years of experience in hospitality
• Proficient local language and understanding of local culture
• Excellent interpersonal and networking skills
• Strong verbal and written communication skills
• Strong organization skills with the ability to multitask projects from start to finish
• Attention to detail and efficient task management
• Enthusiasm for growing relationships and continuously learning

Skills

Key skills include:

• Interpersonal and networking skills
• Verbal and written communication skills
• Organizational skills
• Attention to detail
• Relationship management

Benefits

Full-time employees are eligible for comprehensive benefits, including:

• 20 days of PTO
• Approximately 13 paid holidays
• 80 hours of paid sick time per full calendar year
• 16 weeks paid parental leave
• Competitive healthcare benefits
• 401(k) plan
• Life and AD&D insurance

Pay

$65,000 annually

Schedule

Full-time position