Community Lead, 148 Lafayette St

At WeWork, we provide flexible workspace solutions to help businesses of all sizes thrive in more than 37 countries worldwide. The future of work is here, and we’re leading the movement to build a global community that gives members the support to do their best work and the space to take their ideas to new heights.

Responsibilities

• Deliver elevated hospitality by anticipating member and guest needs, offering personalized support, and ensuring a positive experience throughout all stages of the member journey.
• Act as the primary point of resolution for member feedback, leveraging NPS data to identify trends, solve complex escalations with empathy and accountability, and implement proactive service improvements.
• Support the Community Team in execution of a curated community event strategy that fosters professional networking and member connections, directly impacting member retention and satisfaction metrics.
• Support the Community desk schedule as needed, ensuring consistent coverage during business hours.
• Serve as the on‑site Lead owning operation excellence and standards of the building, identifying and implementing daily improvements that enhance the space.
• Ensure timely resolution, clear communication, and consistent execution on all service requests, monthly move‑in/move‑out processes, and maintenance work orders, partnering with internal and external stakeholders.
• Partner with the Security team to be the on‑site representative for all safety and security protocols and ensure the building remains compliant with global health and safety standards.
• Manage the location’s controllable operating costs while delivering a premium experience for members.
• Partner with the Leasing team to lead high‑impact tours for prospective members, sharing benefits tailored to their unique business needs to capture new revenue and drive building occupancy.
• Drive building financial success by proactively pursuing revenue growth opportunities, such as ancillary service sales and membership upgrades.
• Collaborate with members to pinpoint renewal and expansion possibilities through the use of data‑informed analytics.

Requirements

• Bachelor’s Degree or equivalent experience.
• Preferred 3+ years of professional experience with a proven track record in hospitality, multi‑unit retail, or a related field.
• Proactive problem‑solver with an entrepreneurial mindset who embraces change and is committed to continuous professional growth.
• Demonstrated ability to manage multiple priorities in a fast‑paced environment.
• Exceptional verbal and written communication skills, with a natural ability to build rapport with diverse stakeholders ranging from entrepreneurs to Enterprise executives.
• Experience utilizing data (such as Qualtrics or CRM tools like Salesforce) to inform decision‑making and drive member satisfaction.
• Strategic thinker