Community & Member Experience Manager

Community Engagement:

• Build and maintain strong relationships with members to ensure a positive coworking experience.
• Facilitate the onboarding process for new members, including tours, orientations, and answering any questions.
• Gather and act on member feedback to continuously improve the coworking space and services.
• Serve as the primary point of contact for member inquiries, ensuring timely and professional resolution.
• Assist with move-ins and move-outs, ensuring seamless transitions.
• Help developing member retention strategy in order to maintain desired occupancy.
• Set an example for the team in delivering outstanding customer service and promoting best practices.
• Oversee the member experience team, providing guidance and support to the Workplace Operations Manager.
• Prepare and manage the community budget to ensure financial stability and support for community initiatives.

Community Events and Programming:

• Plan, organize, and execute events such as workshops, networking events, social gatherings, and member spotlights. Working in-line with the budget and saving costs where possible.
• Develop initiatives to foster collaboration and networking among members.
• Collaborate with the marketing manager and assist in promoting events and community activities through social media, newsletters, and other communication channels.

Administrative and Operational Duties:

• Manage meeting room and day desk bookings for members and external clients.
• Maintain accurate membership records, invoices, and payments.
• Oversee mail handling, access card distribution, and workspace readiness.
• Conduct daily/weekly floor checks to ensure cleanliness and functionality, reporting any facilities issues.
• Manage the programming and distribution of access cards to members, ensuring the security and access control of the co-working space.
• Monitor and enforce Health and Safety compliance and ensure planned maintenance schedules are met to maintain the co-working space's operational efficiency. Collaborate with maintenance teams and contractors to address any issues promptly. Monitor and enforce health and safety compliance, helping to create a secure and comfortable workspace for all members.
• Handle administrative tasks related to community management and member services.
• Provide basic IT assistance (Wi-Fi, printer setup, troubleshooting).
• Manage AV setups and room configurations for meetings and events.
• Ensure all member inquiries and issues are addressed promptly and professionally.
• Any other ad hoc duties as requested by the Workspace Operations Manager.

• Prior experience in a customer service or hospitality industry is preferred.
• Proven experience in community management and customer service is a strong plus.
• Manage budgets by developing financial forecasts based on historical data and market trends while tracking expenditures against approved budgets.
• Excellent interpersonal skills ability to balance numerous different priorities and demands on daily basis.
• Proficiency in using office software and AV equipment.
• Resourceful team player who excels at building trusting relationships with members and colleagues.
• Proficiency in English language is a must.
• Exceptional organizational and multitasking skills.
• H&S competencies advantageous.
• Ability to work independently and as part of a team. 

We provide a comprehensive and flexible benefits package designed to support your wellbeing, lifestyle, and future.

• The nature of the role requires daily on site presence but remote working is possible within company guidelines and prior approval of the direct manager.
• Core benefits include pension, life insurance, and income protection.
• Flexible and salary sacrifice options cover private medical and dental plans, gym membership, cycle-to-work, and childcare support.
• Wellbeing and family benefits include an Employee Assistance Program, health screenings, enhanced parental leave, and access to wellness initiatives.
• You’ll also enjoy a range of additional perks such as flexible working, office events, healthy snacks, and exclusive discounts.