Community Manager - Flexible Workspace

Community Manager - West London

Serviced Office. Flexible Workspace. Coworking. Business Centre Management.

Our client is a flexible workspace provider that offers smart, professional office spaces with a modern design aesthetic and boutique concierge-style services, allowing businesses and entrepreneurs the flexibility to grow in a diverse, engaged community. The environment helps to build a community that collaborates, develops, and succeeds in a high-end office atmosphere which appeals to small or large businesses looking to benefit from all the advantages a flexible workspace has to offer.

In 2017, it was ranked as one of the top co-working platforms in the US by Inc. magazine. At time of writing there are 46 locations open globally with over 100 locations in the pipeline. They currently have two locations in West London and are growing through the UK & Ireland.

Primary Responsibilities:

Integral to the success of clients flagship location in West London, the Community Manager will be responsible for leading the community management team. Their primary responsibilities can be broken down into the following categories:

Hospitality

• Set and maintain exceptional standards of customer service as initial point of contact for all members and staff
• Plan and execute events and initiatives which seek to improve member experience and promote a sense of community
• Create a collaborative environment amongst members through personal introductions
• Anticipate and resolve any potential member-related issues
• Proactively design and implement community processes to improve and optimise member experience
• Be the main point of contact between members and the community management team
• Oversee front desk services

Business Development

• Identify and chase occupancy leads
• Manage and convert leads for additional revenue streams such as meeting rooms & event bookings, coworking desks and virtual office memberships
• Achieve and maintain 100% occupancy by achieving sales target goals and retaining existing members
• Co-ordinate and lead office tours
• Build a network within West London business community
• Co-ordinate and lead in-house and out of house promotional events
• Proactively organise and/or attend internal and external networking events including outside of business hours
• Support growth through involvement in social media marketing and other digital advertising
• Work with team to prepare reports outlining community and sales progress

Operations

• Manage and co-ordinate all building operations and communicate with members regularly to ensure highest possible level of member satisfaction
• Troubleshoot and resolve any maintenance issues, delegating whenever necessary
• Manage member billing and reservations (training will be provided)
• Manage and maintain relationships with suppliers and landlords
• Responsibility for IT network and CRM system (training will be provided)

Desired Qualifications and Experience:

• Bachelor's or master's degree with an emphasis on hospitality, commerce, or communications
• 5 years' commercial experience, including 2 years' min. experience in hospitality or sales
• Demonstrated track record of success in sales/business development
• Experience in a customer or client facing role
• Formal line management experience, including recruitment
• Superior communication skills, spoken and written (English: essential, other languages: beneficial)
• Natural problem-solver
• Independent and able to lead projects with confidence
• Be able to take initiative, efficiently and effectively deal with any matters as they arise
• Energetic, flexible, and calm under pressure
• Exceptionally well-organized with superior time management skills
• Willing to attend training in the USA
• Able to start in January 2023