Community Manager - Office Innovation Hub

Community Manager

Our client is a JV between a global top 10 University and the UK's leading digital venture builder who are building a 200,000ft² innovation centre.

Their vision is to create a facility which will foster 'collisions', collaboration and innovation between tenants, including facilitating access to the university's research and talent, and to the venture building expertise.

Community Management - 60%

• Create an environment and culture where delivery of great service and experience to customers is the priority.
• Create, develop and maintain the office procedure manual/policies to ensure delivery of a high delivery of key service interactions.
• Ensure all users and visitors receive a friendly, professional and efficient welcome.
• Manage the day to day running of the front of house and team, liaise with the facilities team to ensure the smooth operation, functionality and cleanliness of all areas.
• Deliver operational excellence for members in their own areas, where this is specifically agreed
• Responsible for a smooth and comprehensive member onboarding experience. (registration of new members onto our system, access cards, office induction and tours)
• Conducting new and prospective member tours of the office space.
• Build strong relationships with members and guests, greet them by name and understand their business needs.
• Develop trust by delivering on your promises, maintaining professional standards and managing key messages professionally and courteously.
• Problem solve issues as they arise taking corrective action to avoid reoccurrence going forward.
• Have regular structured and ad-hoc check ins with community members and ventures.
• Seek out local partnerships with local groups and partners to bring opportunities, benefits and perks to the community members.
• Work with members to create connections and opportunities.
• Build strong relationships with members to understand their needs, carefully managing key stakeholders and gathering information about how we are doing, what we can do better and what we need to develop.
• Proactively seek, monitor, track and report on feedback to increase NPS
• Updating systems to ensure up to date and relevant information is available to members.
• Work with FB company to ensure offerings meet member requirements gained from gathering feedback.

Event Planning 20%

• Work with the GM to identify opportunities to deliver meaningful events to the community, linking members with key parts of the university and venture builder, as well as external partners, to support the business needs of members.
• Promoting events and sign up, fully tracking attendance and gathering feedback. Providing regular reporting to stakeholders.
• Fully project manage the large and key events.
• Proactively work with IT and member to ensure an adequate and fully tested AV solution is in place for all events.
• Deliver a varied range of events therefore ensuring relevant new content is consistently available on the communities digital platform to support member engagement
• Deliver events on time and within budget, which meet and strive to exceed expectations on quality and financial performance.
• Liaise with both internal and external stakeholders to build engaging event experiences that ensure the events stand out.
• Where required, manage speakers, delegate/attendee expectations and conduct post event evaluations.
• Source and manage supplier relationships, to facilitate all possible requirements within the events programme.
• Support the organisation and delivery of community events and activities for and on behalf of members.
• In line with the events element of the role, organise networking and social events for members to attend, whether these be regular i.e. yoga, social gatherings or one-off events i.e. talks, summer parties, etc.

New Business 3%

• Support the GM and Sales team with managing sales enquiries through the sales process by following up on leads, sending out marketing literature and conducting viewings.
• Support GM and Sales with lease negotiations and renewals.

General Operations 7%

• Ability to Identify opportunities to streamline or improve processes.
• Regular update information on the Community digital platform
• Streamline the process of billing and invoicing.
• Ensure additional requests are correctly billed to members on a monthly basis.
• Work with the marketing team to ensure signage and all marketing material is on brand.
• Help to look after the building's social media, oversee the newsletter and noticeboards in accordance with the marketing guidelines.
• Work with Facilities team to ensure Health and Safety Compliance throughout the building
• Manage and control distribution of visitor access cards, conducting regular audits.
• Provide cover for the team on reception when required.

Staff Management 10%

• Manage and lead the front of house staff.
• Ensure OKRs are set for all team members and design effective induction and training plans.
• Carry our regular one-to-ones and identify opportunities for personal growth.
• Provide constructive feedback and coaching.
• Recruit, induct and train new members of the team
• Proactively manage incidences of poor performance

Experience

• Experience leading a team.
• Experience in a similar role supporting 400+ members would be advantageous.
• Strong IT skills, Work and Excel
• Experience in delivering customer facing events is desirable.
• Community Manager experience
• A keen interest in innovation, collaboration and building businesses
• Ability to collate, process data into meaningful MI
• Experience of P&L management and invoicing would be desirable.
• Good working knowledge of various AV solutions