Community Lead, One City Center

About Us

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 not just a part of that movement—we’re leading it. United by a desire to build a global community, our purpose is to give members the support to do their best work, and the space to take their ideas to new heights. Join us as we empower tomorrow’s world at work.

Community Lead | Community

The Community Lead role is integral to the elevated member experience at your WeWork location. Reporting to your building each day, you will be responsible for ensuring we meet our members' needs and maintaining our WeWork global standards. This includes:

• Ensuring the proposed solution fully meets the member's needs.
• Reviewing all Medallia responses to understand areas of improvement and implementing proactive changes.
• Moving in and out meetings for new members.
• Celebrating and executing value-driving events planned by the Events team.
• Managing the energy in the building ensuring music levels and activations are appropriate to the daypart and occasion.
• Liaising with in-building, third-party cleaning companies to ensure space is kept up to standards.
• Managing keycard stock and requesting new inventory as needed.
• Overseeing Community responsibilities for Member companies in buildings where Community is not present.
• Reviewing and understanding the role in the building management & WeWork provided Emergency Action Plans.

Membership Engagement & Retention

Your work, which will include but not be limited to the duties listed below, will help WeWork to achieve the following:

• Complete scheduled, 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, Medallia.
• Support front desk coverage schedule as needed, ensuring there is 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 on-boarding materials such as welcome member notes, FAQ guides, etc to provide on move-in day.
• Conduct move out interviews to understand the departing members’ overall experience.
• Events
• Provide feedback on programming types (based on member makeup) and evaluate events based on attendance, satisfaction, and impact on the appropriate Events team.
• Set up and host weekly social events that help to create a community within your location and 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, HVAC, etc).
• Building Operations & Management
• 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, inform, and update members on building issues via email, in person, or broadcast.
• 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.
• 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 which may include owning certain operational duties, liaising with Sales and Account Management, as well as supporting specific contractual agreements.
• Safety & Security
• 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.

About You

We’d love to hear from you if you meet the qualifications below:

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

Compensation & Benefits

Base Pay: $60,000 annually
Incentive Compensation: WeWork employees are eligible to participate in an incentive plan specific to their role. Your recruiter will detail what incentive plan is applicable to this specific role.
WeWork reserves the right to amend its incentive plans, and nothing in this job requisition or any other document creates a right to a specific incentive plan payment.
Benefits: Full-time employees are eligible for comprehensive benefits (subject to the terms of applicable plans/policies/agreements, which will be made available to you after commencing employment), 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;
401k plan;
life and AD&D insurance.