Community Lead, Brickell City Centre

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. Our purpose is to give members the support to do their best work and the space to take their ideas to new heights.

About the role

As a Community Lead, you are integral to the elevated member experience at your WeWork location. You will report to your building each day and ensure we meet our members’ needs while maintaining WeWork’s global standards. You’ll deliver an uncompromised member experience through curated events, introductions for business opportunities, and a welcoming environment for members and guests.

Depending on your assigned location, you may work with diverse members from various backgrounds and industries or focus on one of our Enterprise clients. Employees supporting Enterprise locations may have different holidays, technical systems, operational and relationship requirements, and property management responsibilities compared to those in Classic locations.

Responsibilities

• Membership Engagement & Retention
  • Conduct scheduled, quarterly conversations with owned accounts to help members maximize the value of their WeWork membership.
  • Check in regularly with all members to understand their ongoing experience.
  • Anticipate member and guest needs using relevant information to enhance and personalize their experience.
  • Follow up in person with members who submitted negative feedback (e.g., bad conference room ratings, poorly rated tickets, or negative Medallia responses).
  • Follow the issue resolution model, using the severity scale to determine next steps and ensure proposed solutions fully meet members’ needs.
  • Review all Medallia responses to identify areas of improvement and implement proactive changes.
  • Support front desk coverage as needed to ensure consistent coverage during business hours.
• Move-In & Move Out
  • 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 onboarding materials such as welcome notes and FAQ guides for move-in day.
  • Conduct move-out interviews to understand departing members’ overall experience.
• Events
  • Provide feedback on programming types based on member makeup and evaluate events based on attendance, satisfaction, and impact.
  • Set up and host weekly social events to foster community within your location.
  • Execute value-driving events planned by the Events team when applicable.
  • Distribute event information, including creating and posting weekly and individual event posters.
  • Ensure building-specific operational requirements (e.g., elevators, HVAC) are met for each event.
• Building Operations and Management
  • Conduct morning walkthroughs to address issues and escalate recurring problems to your manager or relevant teams.
  • Explain WeWork policies and procedures and communicate building updates to members via email, in person, or broadcast.
  • Manage building energy, ensuring music levels and activations are appropriate for the daypart and occasion.
  • Liaise with third-party cleaning companies to maintain space 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, including operational duties, liaising with Sales and Account Management, and supporting contractual agreements.
• Safety and Security
  • Review and understand your role in the building’s Emergency Action Plans.
  • Create incident reports as necessary, respond appropriately to emergencies, and escalate medical situations.
  • Follow instructions from Leadership regarding emergency situations or security alerts.
• Sales Support
  • Conduct building tours for VIPs or prospective members as needed.
  • Alert the Growth Team when a member expresses interest in growth-related conversations (e.g., move-out requests, extensions, transfers).
  • Hand off prospective member sales to appropriate sales contacts (walk-ins, current members, guests).
  • Conduct tours of the space for potential new members, tailoring benefits to their needs.

Requirements

• Bachelor’s Degree or equivalent experience.
• 2+ years of experience in hospitality.
• Proficient in the local language and understanding of local culture.
• Excellent interpersonal and networking skills.
• Strong verbal and written communication skills.
• Strong organizational skills with the ability to multitask projects from start to finish.
• Attentive to detail and able to manage tasks efficiently and effectively.
• Enjoy and thrive at continually growing relationships.

Pay

Base Pay: $60,000 annually.

Incentive Compensation: Eligible to participate in a role-specific incentive plan. Details will be provided by your recruiter and are subject to the terms of the applicable incentive compensation plan.

Benefits

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

Life at WeWork

Being a WeWorker is more than just a job. We believe the magic of work is sparked by passion, places, people, and purpose. At WeWork, you’ll collaborate with those who dare to dream and explore new ways of getting things done. We celebrate unique perspectives and embrace an open-minded, collaborative spirit. WeWork is proud to be an Equal Employment Opportunity and affirmative action employer, committed to diversity and inclusion.