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Community Lead, Boston

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About the position

Responsibilities

  • Complete scheduled, quarterly conversations with owned accounts to maximize membership value.
  • Anticipate member and guest needs using relevant information to enhance their experience.
  • Follow up in person with members who submitted negative feedback to resolve issues.
  • Review Medallia responses to identify areas for improvement and implement changes.
  • Support front desk coverage to ensure consistent service during business hours.
  • Conduct pre-move-in meetings and complete New Member Orientation for new accounts.
  • Curate onboarding materials for new members on move-in day.
  • Conduct move-out interviews to gather feedback on member experience.
  • Conduct building tours for VIPs or prospective members as needed.
  • Alert the Growth Team about members interested in growth-related conversations.
  • Hand-off prospective member sales to appropriate sales contacts.
  • Provide feedback on event programming and evaluate events based on attendance and satisfaction.
  • Set up and host weekly social events to foster community.
  • Ensure operational requirements are met for each event.
  • Conduct morning walkthroughs to address building issues and escalate as necessary.
  • Communicate WeWork policies and procedures to members and keep them informed about building issues.
  • Manage the building's atmosphere, including music levels and activations.
  • Liaise with cleaning companies to maintain space standards.
  • Track and manage keys and keycard inventory.
  • Oversee Community responsibilities for member companies in buildings without Community presence.
  • Review and understand emergency action plans and create incident reports as necessary.

Requirements

  • Bachelor's Degree or equivalent experience.
  • 2+ years of experience in hospitality.
  • Proficient in the local language and understanding of local culture.
  • Excellent interpersonal and networking skills.
  • Strong verbal and written communication skills.
  • Strong organization skills with the ability to multitask projects.
  • Attention to detail and efficient task management.
  • Ability to grow and maintain relationships.

Benefits

  • 20 days of PTO
  • 11 paid holidays
  • 80 hours of paid sick time per year
  • 16 weeks paid parental leave
  • Competitive healthcare benefits
  • 401k plan
  • Life and AD&D insurance
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