Community Lead, Summit II (Bellevue)

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 be responsible for ensuring we meet our members’ needs and maintain our WeWork global standards. You’ll deliver an un-compromised member experience through curated events based on members’ interests, introducing members to each other for business opportunities, and creating a welcoming environment for members and their guests.

Responsibilities

• Membership Engagement & Retention
  • Complete scheduled, quarterly conversations with owned accounts to help them maximize the value of their WeWork membership.
  • Check 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.
  • Follow the model for issue resolution, utilizing the severity scale to determine the next steps and ensure the proposed solution fully meets the member's needs.
  • Review all Medallia responses to understand areas of improvement and implement proactive changes.
  • Support front desk coverage schedule as needed, ensuring 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.
  • Conduct move out interviews to understand the departing members’ overall experience.
• Sales Support
  • Conduct building tours set up by the Sales team for VIPs or prospective members as needed.
  • Alert appropriate contact on the Growth Team when a member notifies of any desire to have a Growth-related conversation (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 while sharing benefits tailored to their needs.
• 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” that help create a community within your location.
  • 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 And Management
  • Conduct morning walkthroughs to address any issues, escalating 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, including owning certain operational duties, liaising with Sales and Account Management, and supporting specific contractual agreements.
• Safety And Security
  • Review and understand your role in the building management & WeWork-provided Emergency Action Plans.
  • Create incident reports as necessary.
  • Respond appropriately and escalate any medical emergency (injury or illness).
  • Respond to instructions from Leadership regarding emergency situations or security alerts.

Requirements

• 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.
• Attentive to detail and manage tasks efficiently and effectively.
• Enjoy and thrive at continually growing relationships.

Pay

Base Pay: $65,000 Annually

Incentive Compensation: Eligible to participate in an incentive plan specific to your role. 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 paid parental leave.
• Competitive healthcare benefits.
• 401k plan.
• Life and AD&D insurance.